Care Navigation Team Leader

2 weeks ago

Northwich, Cheshire, United Kingdom Middlewich Road Surgery Full time
Key Tasks Supporting & leading the reception team Reception Duties Telephone Operation Care Navigation Booking Appointments Start and end of day procedures Complaints handling Any other duties considered appropriate to the post

Reception Duties:

Provide all necessary administrative support to the Doctors, Practice Nurses, and other service providers Deal with patients enquiries by telephone and at the enquiry desk pleasantly, courteously, and professionally remembering confidentiality Make appointments for patients with the Doctors, Practice Nurses, Dietician, and other Healthcare Professionals Ensure that home visits requests are recorded accurately into the appropriate diary, including name, address, telephone number and symptoms Complete request forms for bloods/other samples To ensure that the postal bag and blood samples are ready for collection each morning and afternoon Consult with District nurses or Health Visitors on behalf of the Doctors as required, ensuring that all information given is accurate Record and book ambulance requests Obtain results for patients from the appropriate Doctor and pass this information to the patient after checking their details, address, and date of birth Respond positively to other requests from patients or visitors Take registrations for both new and temporary patients, ensuring that all details are recorded accurately Advise patients of charges for private services, e.g., private insurance forms, holiday cancellation forms, private sick notes, medical examinations Make the appropriate appointments for medicals, take payment for them and issue receipts Ensure reception and waiting areas are kept neat and tidy and that stationery and information leaflets are in stock Maintain good team communication and attend practice meetings when required Provide holiday and/or sickness cover as required Telephone Operation To operate early morning/late evening cover on a rota basis All calls should be answered as soon as possible (within five rings) and should be managed in a professional manner using Care navigation techniques Ensure that you repeat clearly details of any appointment given on the telephone Take messages accurately, ensuring that you have taken the callers telephone number, and pass the message on as soon as possible Preparation for Repeat Prescriptions Prescriptions can be handed over the counter or by post and can be collected 48 hours after the original request.

The new EPS system allows for prescriptions to be electronically delivered to a nominated pharmacy Urgent requests should be discussed with a GP and processed the same day if appropriate Record and print repeat medication requests, collate and pass to doctors box for signing or send electronically via EPS File signed prescriptions to await collection by patients.

When handing over prescriptions check patients name and address ensuring all prescriptions for Controlled Drugs are recorded and signed for by the patient Any queries on prescriptions should be put into the query box or queried via EPS Appointment System At the start of the day check that the appointments system is up and running Make appointments on the computerised system for Doctors, Practice Nurses, and other Healthcare Professionals.

Child Health appointments will be made by the Secretary in conjunction with the Health Visitor Cancel/change surgeries and clinics when necessary and inform patients by telephone or letter Same day appointments are for patients with an urgent medical need.


Pre-bookable appointments are available to patients with less urgent issues and can be booked up to 4 weeks in advance Make sure that the names, telephone numbers and symptoms of those patients who require triage by a doctor/nurse, are accurately recorded This list is by no means exhaustive.

You must be prepared to undertake any reasonable requests as the job role develops and to ensure the smooth running of the business

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