Job summary
Please apply with CV and application form attached
Spa Medical Centre is looking to recruit a flexible, enthusiastic, caring and motivated Care Navigator to join our Team. The successful candidate will have previous customer facing experience and will have excellent organisational and communication skills as well as a high level of competency using Microsoft Office products and computers. They will have the ability to liaise with staff at all levels and work effectively as part of a team. A strong commitment to personal and professional development and teamwork are essential for this role.
This is a part time role working 20-25 hours per week, between 07:45-20:00. Usual finishing time 18:30 but with occasional work until 20:00.
We offer a generous NHS pensions scheme, staff uniform, five weeks annual leave plus bank holidays.
Pay - £11.44 per hour
Main duties of the job
The Care Navigator is the first point of contact for our patients and service users meaning excellent customer service is needed to welcome users to the Practice. Duties include, answering the phone, making telephone calls, booking and amending appointments, answering queries on the front desk and completing other admin duties as required. Please see job description for further details.
About us
Spa Medical Centre is an established training practice, looking after a growing population of 15,000 patients. We aim to provide the highest quality of care to the people of Melksham. We are friendly, professional and work collaboratively with our patients to achieve the best health outcomes. The practice extends its ethos of caring to its staff and aspires to provide a nurturing and rewarding environment in which to work.
Job description
Job responsibilities
Key Duties:
- As the first point of contact, welcome people and service users to the Practice
- Signpost patients, carers and visitors to the most appropriate service, appointment or team
- Ensure telephone calls are answered in a timely and professional manner
- Arrive, make, amend or cancel appointments (face-to-face)
- Read, action and maintain the 'Patient Contact List' system in accordance with the Practice's policy and processes
- Assist patients with the new registration process
- Share information regarding the complaints procedure
- Ensure patient confidentiality, respect, and dignity is adhered to at all times
- Pass on patient requests to the most appropriate department or team member
- Act with professionalism and ensuring that ethical conduct is adhered to at all times
Other duties:
- Add any additional information about patients in to the patients medical records such as contact details, next of kin details etc
- Keep working areas clean, tidy and professional whilst adhering to GDPR regulations
- Accept specimen samples from patients
- Accept deliveries addressed to the Practice
- Maintain accurate and relevant patient records, including recording of events and requests
The above list of duties is not exhaustive and may be subject to changes as deemed necessary
Job description
Job responsibilities
Key Duties:
- As the first point of contact, welcome people and service users to the Practice
- Signpost patients, carers and visitors to the most appropriate service, appointment or team
- Ensure telephone calls are answered in a timely and professional manner
- Arrive, make, amend or cancel appointments (face-to-face)
- Read, action and maintain the 'Patient Contact List' system in accordance with the Practice's policy and processes
- Assist patients with the new registration process
- Share information regarding the complaints procedure
- Ensure patient confidentiality, respect, and dignity is adhered to at all times
- Pass on patient requests to the most appropriate department or team member
- Act with professionalism and ensuring that ethical conduct is adhered to at all times
Other duties:
- Add any additional information about patients in to the patients medical records such as contact details, next of kin details etc
- Keep working areas clean, tidy and professional whilst adhering to GDPR regulations
- Accept specimen samples from patients
- Accept deliveries addressed to the Practice
- Maintain accurate and relevant patient records, including recording of events and requests
The above list of duties is not exhaustive and may be subject to changes as deemed necessary
Person Specification
Qualifications
Essential
- GCSE Grade C or above for both English and Maths
Desirable
- Qualifications at A level standard
- IT such as CLAIT, ECDL
Experience
Essential
- 1 years+ experience in a customer focused role
- Telephone call handling
- Working within a team
- Working independently
Desirable
- 3 years experience - customer focused role
- Experience working in General Practice or Primary Care
- Complaint handling and volatile situations
Knowledge and Skills
Essential
- Microsoft windows applications - Word
- Demonstrate sufficient knowledge of the English Language to communicate effectively with staff and patients
- Completed application form with no spelling mistakes/errors
- Ability to communicate and listen effectively to all internal and external stakeholders
Desirable
- Microsoft windows applications - Excel and Outlook
- Clinical computer systems - SystemOne (TPP)
- Medical terminology
- Excellent organisational skills with the ability to prioritise own work
- Flexible approach
- Calm and Professional Disposition
Person Specification
Qualifications
Essential
- GCSE Grade C or above for both English and Maths
Desirable
- Qualifications at A level standard
- IT such as CLAIT, ECDL
Experience
Essential
- 1 years+ experience in a customer focused role
- Telephone call handling
- Working within a team
- Working independently
Desirable
- 3 years experience - customer focused role
- Experience working in General Practice or Primary Care
- Complaint handling and volatile situations
Knowledge and Skills
Essential
- Microsoft windows applications - Word
- Demonstrate sufficient knowledge of the English Language to communicate effectively with staff and patients
- Completed application form with no spelling mistakes/errors
- Ability to communicate and listen effectively to all internal and external stakeholders
Desirable
- Microsoft windows applications - Excel and Outlook
- Clinical computer systems - SystemOne (TPP)
- Medical terminology
- Excellent organisational skills with the ability to prioritise own work
- Flexible approach
- Calm and Professional Disposition
