Care Navigator

5 months ago

Stevenage, United Kingdom Stanmore Medical Group Full time

**Stanmore Medical Group** is a progressive, dynamic, technologically driven, expanding and modern training practice. We seek part time Care Navigators to join our friendly and loyal complement of staff, consisting of 15 Partners, 13 Salaried GPs, 2 Advanced Nurse Practitioners, 5 Emergency Care Practitioners, 20 Nurses and 6 HCAs along with an experienced and supportive managerial and administrative team.

We are based over several sites within Stevenage, Hertfordshire and we are committed to delivering a high-quality service to our 51,000 patients. We are the lead practice within the Stevenage North Primary Care Network.

Various working patterns are available, Monday to Friday, working from 0745 to 1830 hrs.
- **Previous applicants need not reapply**_

The successful applicants will welcome, assist and signpost and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person, phone or via our online service whilst recognising people’s needs for alternative methods of communication and respond accordingly.

This is an exciting time for change, and we are keen to meet applicants who thrive on interacting and helping the public and have a keen interest in digitisation. The successful applicants will need to be flexible in their approach to cover team absences where necessary and will be required to work at all sites within the Practice.

Salary is to be discussed at interview.

**JOB DESCRIPTION & DUTIES**

Guiding patients to the most appropriate care, either internally or signposting to external service providers. To contribute to a smooth and efficient reception area, providing a caring and effective service to patients and doctors ensuring that all practice needs are catered for.

**KEY DUTIES**
- To ensure an effective and efficient reception is provided to patients and any other visitors to the practice via the online access service.
- Deal with all general enquiries, explain procedures and make new and follow-up appointments. Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
- Receive and make telephone calls as required. Divert calls, take messages ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits on to the computer ensuring careful recording of all relevant details and where necessary refer to the Duty Doctor.
- Advise patients of relevant charges for private, non general medical services. Accept payment and issue receipts for same where required.
- Enter patient information on to computer as required.
- Adhering to GDPR
- Provision of high-quality service to patients, internal and external colleagues
- Seeking ways of improving efficiency and productively
- Respecting and abiding confidentiality
- Be proactive and take ownership of all aspects of Safety, Health, Environment and Quality

**KEY SKILL REQUIREMENTS**
- The ability to work within a team environment with minimum supervision
- Organisation skills with the ability to prioritise individual workload and meet tight deadlines
- Oral communications and interpersonal skills with the ability to take a confident and diplomatic approach with patients and colleagues internal and external
- Be sensitive to patients’ requirements/needs is critical to ensure good relations
- Innovative with a focus on quality improvement
- Have the desire to help, service and meet the needs of the patients
- Proactively seek to find out additional information
- Have positive attitude and be enthusiastic
- Be able to tackle problem in a logical way, considering all relevant information and take responsibility for solving problems and seeing it throughout
- Have a working knowledge of excellent customer service
- The ability to work effectively under pressure
- A working knowledge of PC based computer systems and the ability to adapt quality to changes to these systems

**PERSON SPECIFICATION**
- Qualifications_
- Educated to GCSE standard or equivalent 4-9 / A-C.
- GCSE Maths and English C or above or equivalent.
- Committed to life-long learning and self-development
- Experience_
- Previous reception work, including dealing with the general public.
- IT Literate.
- General office procedures.
- Demonstrate ability to manage own workload and meet deadlines.
- Demonstrate ability to use own initiative.
- Able to deal with people efficiently in various circumstances
- Previous GP reception and/or administration experience.
- Evidence of good organisational skills.
- Clinical system experience, particularly SystmOne.
- Communication Skills_
- The ability to co

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