Care Navigator/call Handler

3 months ago

Birmingham, United Kingdom St Heliers Medical Practice Full time

First point of contact to all patients and other healthcare providers and visitors, both via telephone and in person. Providing an effective and efficient service at all times and offering a friendly welcome. Receiving and processing a large number of telephone calls from patients and other healthcare professionals with queries and requests for appointments. Navigating patients through a template of questions to direct them to the most appropriate source of help.

Ensuring calls are answered promptly and incoming lines are covered at all times. A good understanding of Practice Protocols and Processes and working in accordance to these. Deal with general enquires, explaining practice processes and arrangements Ensure smooth day to day running of appointments in accordance with the practice appointment system, escalating any concerns to Reception Team Leader. To follow the practice protocol for the registration of new patients.

Ensuring all Patients records are accurately maintained at all times, and information is stored appropriately. Distribution of paper and electronic post and complying with the practice protocol for scanning documents. Outbound calls to deliver messages to Patients, ensuring GDPR requirements are adhered to. Other administration tasks to support Practice as needed.

Confidentiality In the course of their duties, the Reception/Care Navigator will have access to confidential information relating to patients, their carers and relatives and colleagues within and outside the practice. They may also have access to information relating to the practice as a business. All such information from any source whatsoever will be treated as strictly confidential. Information relating to patients, their carers and relatives and colleagues within and outside the practice and in relation to the practice as a business will only be shared in accordance with the practices Confidentiality Policy, the Data Protection Act and the Freedom of Information Act and in such a way that personal and sensitive patient-identifiable data is protected Equality and Diversity The Receptionist/Care Navigator will comply with the practices Equality and Diversity Policy, including: Recognising the rights of patients, carers, relatives and colleagues and respecting their needs, beliefs, privacy and dignity.

Not discriminating against patients, carers, relatives or colleagues on the grounds of any of the protected characteristics in the Equality Act 2010 (or its amendments or later legislation). Ensuring practices Equality and Diversity policy is reviewed and implemented, including taking action if discriminatory practice of any kind is identified and that regular training is in place. Ensuring equity of access to services and equity of delivery of services to minority, marginalised or disadvantaged groups. Supporting those who need advocacy to exercise their rights.

Respecting the rights of patients to accept or refuse treatment or a care provider. Safeguarding Whilst in post, Staff are expected to acquire and update their knowledge on safeguarding as per the Intercollegiate document requirements. Training must include knowledge of the Mental Capacity Act and Deprivation of Liberties.

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