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Part-time Care Navigator
3 weeks ago
There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
Customer service - telephone and front desk: - Smile; welcome patients with first class customer service. - Instil confidence and reassure patients, especially when sharing confidential information. - Manage all enquiries in an efficient, professional manner.
- Be logged in to practice systems and ready for service for the start of your shift.
- Answer incoming phone calls, transfer calls and deal with the callers request appropriately.
- Prioritise emergency line communicating to any existing caller the need to immediately assess a potential emergency.
- Give standardised response to frequently asked questions using reception scripts e.g., e.g., "may I take a brief description of the problem to find the right appointment for you"
- Be prepared to be flexible in your standardised responses when dealing with exceptional circumstance.
- Escalate unresolved issues to team leaders/ manager/clinicians accordingly. Communicate to your patient that you are seeking further advice with regards to a solution.
- Use deescalation techniques when dealing with difficult situations. Refer to the deescalation protocol.
- Prioritise the emergency line using a standardised line put a caller on hold "please hold while I assess an emergency" Care navigation: - Assist patients with general enquiries giving out relevant information - Signpost patients to internal and external services service using the care navigation directory according to their problem.
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