Care Navigator/ ReceptionistNHS

Job summary

We are looking for an enthusiastic and reliable Care Navigator/s to work up to 35 hours per week or potentially two new members to share these hours. We are open for full or part time roles. You will be required to work shifts between 7.15am and 6.30pm Monday to Friday. You may be required to cover holidays and sickness at short notice and be as flexible as possible.

You will be an excellent communicator and be passionate about maintaining high quality and effective patient services. You will communicate with our patients over the telephone, face to face and electronically.

Experience working within General Practice is advantageous but not a prerequisite of the post as full training will be given and you will be working alongside experienced and supportive colleagues.

You will require excellent communication, administrative and organisational skills and must be able to work under pressure.

Main duties of the job

1. Reception desk duties

Receive and direct patients and visitors on arrival at the reception area in a friendly and courteous manner.

Assisting patients with self check-in and completion of triage forms.

Provide help to patients and visitors with general enquiries..

Ensure that patients requiring urgent assistance are dealt with safely, promptly and coordinating with clinicians on duty.

Assist with patients complaints, enlisting the help of a senior colleague when needed.

Good knowledge of administrative duties Referrals, non NHS paid work, scanning, medical coding & summarising.

Good knowledge of prescriptions, ordering, issue of medication time frame, destination of pharmacy/chemist.

Be the first impression of the surgery. professional, caring and efficient.

2. Call handling

We receive a high number of calls daily. Managing the call queue as a team.

Answer telephones promptly in a polite and professional manner.

3. Triage processing

Accurately process incoming triage forms, signposting, booking appointments and transferring to the triage clinician for review.

Respond and carefully action triage forms that have been reviewed by the triage clinician and make appointment instructed.

Use of digital software to contact patient via text message, provide self booking links or telephoning to make appointment.

3. Administrative Duties

To register new and temporary patients

Complete tasks sent via the clinical system.

Scanning incoming documents to patient notes.

Job description

Main duties of the job: Working as part of our Care Navigation Team, you will be assisting patients with appointments and queries, direct patient and visitor enquiries to the most appropriate source plus also supporting our clinical team. Working in an efficient manner the post holder is expected to undertake a variety of tasks using their skills and knowledge.

About us: We are a large, forward-thinking and progressive GP practice in Cockermouth looking to recruit a care navigator/ receptionist to join our team. There are a number of benefits including blue light discount, 6 weeks paid holiday, an additional day's leave on your birthday (after a year's service), and a modern working environment.

An opportunity has arisen to join our friendly and innovative practice, based in the Cockermouth Community Hospital and Health Centre.

DUTIES & RESPONSIBILITIES

1. Reception desk duties

Receive and direct patients and visitors on arrival at the reception area in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently. Assisting patients with self check-in and completion of triage forms.

Provide help to patients and visitors with general enquiries, and to assist them to make appointments.

Using your own judgement and communication skills ensure that patients requiring urgent assistance are dealt with safely, promptly and coordinating with clinicians on duty.

Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system.

Deal efficiently with general enquiries from patients - explaining surgery procedures, triage and appointment system along with all other services offered and signposting appropriately . Accurately provide patients forms or documentation that are waiting for collection.

To advise patients of relevant charges for private services and take in fees from patients where applicable and issue receipts.

To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed.

At the start of the day, make all necessary preparation to receive patients.

At the end of the day ensure that the reception area is tidy and ready for use by staff the next day.

Deal with any paperwork received whilst on duty, ensuring no patient information is left on show.

Print and restock patient information forms.

Good knowledge of administrative duties Referrals, non NHS paid work, scanning, medical coding & summarising in order to best help the patient at point of contact to ensure patient contact is served with the upmost customer care that does not lead into multiple contacts for the patient.

Good knowledge of prescriptions, ordering, issue of medication time frame, destination of pharmacy/chemist in order to best help the patient at point of contact to ensure patient contact.

Be the first impression of the surgery. professional, caring and efficient.

2. Call handling

We receive a high number of calls daily and part of the role will be to efficiently receive these incoming calls, managing the call queue as a team.

Answer telephones promptly in a polite and professional manner.

Assisting patients and callers, taking messages or transferring to appropriate team member if necessary.

3. Triage processing

Accurately process incoming triage forms, signposting, booking appointments and transferring to the triage clinician for review.

Respond and carefully action triage forms that have been reviewed by the triage clinician and make appointment instructed.

Use of digital software to contact patient via text message, provide self booking links or telephoning to make appointment.

3. Administrative Duties

To register new and temporary patients who are in the practice area and inform patients of practice facilities. Register patients on the clinical system ensuring all details needed for the registration authority are completed.

To check and accurately update patients addresses and telephone numbers and other contact information on the clinical system.

Complete tasks sent via the clinical system.

Ensure admin room is tidy, risk free and patient confidentiality is maintained at all times following the practices clean desk policy.

To process urgent referrals and process death notifications in absence of Admin Team.

Scanning incoming documents to patient notes.

Monitoring surgery emails in absence of Admin Team.

4. General Tasks

To ensure confidentiality is maintained for patients attending the practice and hospital at all times.

To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors or managers.

To attend reception meetings when scheduled.

To attend training when scheduled.

To support and mentor new staff.

To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible.

In certain circumstances it may be necessary to help cover for colleagues who are absent, or provide additional hours or take on additional duties in times of pressure/crisis.

This is not an exhaustive list of duties but is intended as a guide.

Communication

Practice staff should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Training and Education:

• Continually keeps up to date with current evidence based practices.
• Involved in continuous practice development through arrangement of clinical in house training days and taking part in that through teaching and sharing of knowledge
• Supports and provides mentorship for newly employed staff
• Participates in in-house training provided
• Training will monitored by annual appraisals, you will be required to complete all mandatory training this is in-house, external and electronic modules ( Practice Index) and must be kept up to date.
• Adhere to practice policies and protocols.

Work Setting and Review

• Works under direct supervision of the Communication Manager.
• Ability to prioritise duties to ensure patient needs are met.
• Daily supervision and training whilst in probation period.

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Person SpecificationQualifications - Essential

• A minimum of 3 GCSEs at grade C or above (or equivalent)
• NVQ Level 2 in Customer Care/ Administration or a minimum of 2 years experience within a customer led environment
• Microsoft office software training

Qualifications - Desirable

• Business Administration NVQ Level 2 or equivalent
• Previous experience of working in a general practice environment
• EMIS experience or knowledge

Experience - Essential

• Experience of working in busy customer led environment
• Previous experience of working with direct contact with the public
• Previous reception or call centre knowledge
• Previous use of a data collection system
• Ability to work independently and part of team
• Excellent customer care skills
• Excellent communication skills
• Ability to work accurately with attention to detail

Personal Attributes - Essential

• Enthusiastic and motivated
• Friendly and approachable
• Flexible approach to office hours.
• Working outside of normal hours may be required
• Willingness to learn and undertake further training
• Calm and patient manner
• Reliability
• Ability to prioritise and work under pressure
• Working in a team and bring a team player

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking
• Sick pay

Experience:

• Customer service: 2 years (required)

Work Location: In person

About us

We are a large, forward-thinking and progressive GP practice in Cockermouth looking to recruit a care navigator/ receptionist to join our team. There are a number of benefits including blue light discount, 6 weeks paid holiday, an additional day's leave on your birthday (after a year's service), and a modern working environment.

An opportunity has arisen to join our friendly and innovative practice, based in the Cockermouth Community Hospital and Health Centre.