Care Navigator

**Job Overview**

Modality Partnership **Hull Division** has 2x full time vacancies for a Care Navigator (Receptionist). The postholders will work at one of the following sites Alexandra Health Centre, Diadem Medical Practice, New Hall Surgery or West Hull Health Hub, or cross sites when required within the Hull Division of the Modality Partnership. The postholder will provide support to the patients, doctors, practice manager, and all other members of the extended Primary Care Team, by ensuring smooth running of the Practice on a day-to-day basis as an integral part of the patient services team. We are seeking dedicated postholders to join our team and who can display our CARE values: Commitment, Accountability, Respect and Excellence.

This job is suitable for individuals who are problem-solvers, enjoy interacting with patients and service-users, have a passion for providing high quality customer service and ensuring patients have a positive experience.

**As an employee with us you can benefit from**:
Enrolment to the NHS pension scheme

Annual leave minimum 27 days, plus 8 days bank holiday pro rata

Employee discounts and benefits scheme

Employee assistance programme (EAP)

Education and career pathways

Enhanced Family friendly policies

Flexible working

Wellbeing support and initiative

If you are interested in learning more, please read on.

**Main duties of the job**

The role is an all-rounded, patient facing and back
- office administration role; we are seeking individuals to join our team who are caring, compassionate and confident, who demonstrate effective communication, excellent customer service skills, IT skills, and the ability to support patients with general enquiries and signpost them to the most appropriate team member or service. The postholder will be a key member of the practice team, responsible for completing a variety of tasks including dealing with patient requests i.e. appointment booking, general enquiries in person and over the telephone, as well as performing a number of administrative duties.

The role is not a regular 9am-5pm job and is not a pure reception role; the job requires innovation, flexibility and commitment and the postholder will be required to work resourcefully as part of the team to ensure tasks are completed

**Overview of your organisation**

We are one of the largest GP super-partnerships in the UK, serving over 450,000 patients and with a workforce of 1500+. We are unique, we are always looking at ways to improve our delivery of services through the implementation of new and innovative solutions that we can scale across the organisation. Your job is to work directly with key stakeholders to help us to harmonise ways of working and improve working practices to improve patient and staff satisfaction. Most reception roles focus on patient or customer facing responsibilities. This is a role that will also equip you with a portfolio of administration skills associated with the reception back-office function within Primary Care, to make sustainable changes.

Modality Partnership is an Equal Opportunities Employer and is committed to ensuring equal employment opportunities for all our potential applicants in line with the Equality Act, 2010.
- Interact with patients to provide and process information in response to enquiries, concerns, and requests about NHS/Practice services.
- To ensure that all patients have a positive experience.
- To work as part of the reception team in a professional manner to provide high quality reception, administration and support services to all clients, visitors, GP’s, and Allied Health Professionals.
- To follow all relevant standard operating procedures, polices and charters to ensure working in an efficient and courteous manner at all times.
- To provide a professional call handling service and associated administration duties.
- To embed and sustain an ethos of care navigation throughout the team, providing advice and guidance and signposting patients to the most appropriate clinician/service.
- To record all essential information accurately.

**2. Key Duties & Responsibilities**
- To receive and greet patients, i.e. clients and visitors to the Practice, in a welcoming and professional manner in line with the Modality welcoming procedure and to act as a point of contact between patients, clients, healthcare professionals, visitors, the GPs, Partners and Practice Staff.
- To engage with patients/clients; provide advice and proactively signpost patients and clients to the most appropriate clinician/service (care navigation).
- To deal with any verbal queries, concerns or complaints from patients, clients, visitors professionally and to escalate to the Patient Services Manager as appropriate.
- To take telephone calls and online requests from patients and accurately record all essential information on the clinical system, System One.
- To provide accurate and up to date information to answer the enquiries of patients, clients,