Care Navigator

Job summary

Due to internal promotion, we are nowlooking to recruit Medical Receptionist/Telephonists to join our team on apermanent basis.

You will need to have at least 2 years experience in a customer service-based role and/or working as part of a team within a very busy and, at times pressurised, office environment.

Initiative, empathy, good written and verbal communication skills, resilience, confidentiality and common sense are essential as you will be dealing with sensitive confidential information on a daily basis.

Main duties of the job

To provide a reception service for all patients and visitors reporting to the reception desk including appointment bookings, prescription requests and other queries such as explaining practice protocols where relevant , home visit protocol. To receive and deal with incoming telephone calls into the Practice ensuring that patients are dealt with by the right person, in the right way at the right time. To be aware of the different services available to patients and ensure patients are being navigated to the right clinician or service, which may be face-to-face, over the telephone or using on-line systems following the processes set down in Practice protocols. To ensure that all communication with patients using all media is done safely, securely, and accurately. To give appropriate advice in cases of emergencies by following protocols , chest pain protocol.

About us

Larwood Health Partnership is a GP Practice based over 4 sites. We believe in delivering a first-class service to our patients and are rated as Outstanding by CQC. Our patient list size continues to grow and as a result we are looking for a conscientious individual to complement our team of expert Care Navigators/Clinical Administrators.

Job description

Job responsibilities

To provide a reception service for all patients and visitors reporting to the reception desk including appointment bookings, prescription requests and other queries such as explaining practice protocols where relevant , home visit protocol. To receive and deal with incoming telephone calls into the Practice ensuring that patients are dealt with by the right person, in the right way at the right time. To be aware of the different services available topatients and ensure patients are being navigated to the right clinician orservice, which may be face-to-face, over the telephone or using on-line systemsfollowing the processes set down in Practice protocols. To ensure that allcommunication with patients using all media is done safely, securely, andaccurately. To give appropriate advice in cases of emergencies by following protocols , chest pain protocol. To obtain all relevant information from serviceusers, using the demographic protocol (name, date of birth, address) and inputinformation into the patients healthcare records as necessary, in order to aidclinicians. To record relevant information on the appointment system , the reason for the appointment, the reason for the home visit request, the reason why the patient needs more medication etc. To process any documentation and tasks inaccordance with current protocols, ensuring any clinical tasks and messages arefollowed up as requested by other members of the team. To discuss electronic services with patients and enrol them onto the appropriate systems. To print out patient reports , home visitreports and ensure that all clinical/non-clinical correspondence has beendistributed to Practice members. To issue repeat prescriptions once trained, viaall platforms. To chaperone clinicians when required to do so, after appropriate training, and ensuring appropriate documentation. To respond to patients in emergencies, including assisting with CPR if required, reacting to activated panic alarms in accordance with practice protocols. To liaise with the clinical/admin safeguarding leads for all safeguarding queries including looked after children, think family, reporting and actioning any tasks. To deal with informal complaints wherever possible. To share knowledge and have input in thedevelopment of office protocols and changes to processes. To ensure any external visitors to the practice sign in and out. To undertake general administrative duties including photocopying, franking. To secure and lock up the premises, where trained, following Practice protocols. Person Specification

Qualifications

Essential

Good standard of general education (5 or more GCSE grade 4 (C) or above) GCSE Maths grade 4 (C) or above or equivalent GCSE English grade 4 (C) or above

Experience

Essential

2 years experience of working in customer service based role and/or working as part of a team within a very busy and, at times pressurised, office environment

Desirable

2 years of reception work Experience of working within General Practice

Skills

Essential

Excellent communication skills (written, oral, listening) IT Skills Clear, polite, telephone manner Interpersonal skills Problem Solving skills Confidential

Desirable

Knowledge of SystmOne IT system

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