Patient Call Navigator

An exciting opportunity has arisen to join our reception team for a 9 month temporary full time position as Patient Call Navigator.

1 x 33.75 hours - Patient Call Navigator - Fixed term 9 months.

Main Duties / Responsibilities
- Display and maintain high levels of customer service at all times, ensuring all patients have a positive experience of Royal Primary Care
- Dealing with high levels of inbound and outbound calls in a professional, friendly and courteous manner
- Monitor specified inboxes and respond to digital communications as required
- Deal with all enquiries in a courteous and efficient manner, recording messages as per agreed systems and escalating as per protocols
- Document all call information according to agreed protocols, ensuring all appropriate information is captured on the patient record accordingly
- Manage and resolve patient enquiries
- Identify and escalate priority issues as per agreed protocols
- Follow up service user calls where necessary
- Provide service users with relevant and up to date service information
- Research required information using available resources
- Liaise with respective colleagues within Royal Primary Care to ensure a safe and efficient service for patients
- Liaise between clients, professional staff and other multi-agency partners e.g. Local authorities, and other partner agencies
- Book appointments, maintain appointment ledgers
- Adhere to the Repeat Prescription Standard Operating Procedure

At Chesterfield Royal and Royal Primary Care our Proud to CARE ethos is at the heart of how we run our services
- looking after our patients and taking care of our staff.

As part of Chesterfield Royal Hospital you will be able to benefit from the many services available to Trust staff whilst working out in Primary Care.

To provide a comprehensive call answering service and administration support service to an identified pathway to the services supported by Royal Primary Care and within the wider healthcare community. This will include dealing with queries from service users, inputting and updating data within medical records, working with clinicians and partners for the service delivery and providing excellent customer service.

Scope and Range

To provide administration and telephone support for Royal Primary Care. The post holder will be an integral point of contact for both patient and colleagues.