Job summary
Patient Care Navigator
Patient Care Navigator (PCN) - "What is that?" you ask
You may know us as Doctor's Receptionists. However things have changed and contrary to what people may think we don't just say "take a seat" nor do we have the power to decide who gets an appointment and who doesn't.
We play a vital role in assisting patients to access healthcare at PMG. From answering queries at the front desk, to helping patients with prescription requests, to communicating with other teams on behalf of our patients, as well as the day-to-day admin responsibilities we undertake; we are an essential part of primary care and help our PMG patients access the help they need.
Main duties of the job
Here at PMG are looking for people with:
- Excellent communications and customer service skills,
- Attention to detail
- IT literate
- Ability to be discreet/ respect patient confidentiality
- Previous experience in a similar role is desirable but NOT essential.
There are 2 different working patterns available or they can be combined to make the hours up to 36:
Working Pattern 1 = 20.5 Hours per week:
- Monday 15:00-20:15 (5.25)
- Tuesday 15:00-20:15 (5.25)
- Thursday 13:00-18:00 (5)
- Friday 13:00-18:00 (5)
Working Pattern 2 = 15.5 Hours per week:
- Wednesday 13:00-18:00 (5)
- Thursday 07:45-13:00 (5.25)
- Friday 07:45-13:00 (5.25)
Or combined would be 36 Hours per week with the below pattern:
- Monday 15:00-20:15
- Tuesday 15:00-20:15
- Wednesday 13:00-18:00
- Thursday 07:45-18:00
- Friday 07:45-18:00
We are flexible with the working hours/pattern and this can be discussed. These hours are based at Surgeries on the East Side.
About us
Priory Medical Group (PMG) is an award winning large multi-site training practice based in the beautiful city of York. Our team is made up of a highly-skilled, experienced and varied work force doing their very best for our patients.
Here at PMG, we value the wellbeing and health of our staff and as a result we offer various resources to support the mental health of our employees. As part of the PMG team, you will have access to free confidential counselling and extensive wellbeing resources accessible through the NHS staff resilience hub.
We are also a Disability Confident Committed Employer and actively encourage applicants with a disability and/or long-term health condition to apply for our job vacancies. We already support a number of existing employees who have a disability and/or a long-term health condition, so that they are able to stay in work.
Please note we require all job applicants to provide proof of right to work and relevant documentation for NHS smart card at the interview stage.
Job description
Job responsibilities
Main Duties
1.Receiving patients appropriately, with a smile and with a warm demeanour, efficiently and accurately checking in patients arriving for appointments, making appointments both from in person discussions and via our electronic appointment request tool, issuing prescriptions, taking messages for medical staff or other information as required.
2.Answering telephone calls warmly whilst efficiently and appropriately, making appointments, taking and issuing prescription requests, relaying messages and visit requests to medical staff in the appropriate way.
3.Efficiently and accurately retrieving information, such as printouts and notes for medical staff, from within the surgery.
4.Efficiently and accurately obtain information as required by the doctor from other organisations, such as local hospitals.
5.Efficiently and accurately prepare any necessary forms for medical procedures, such as antenatal, blood testing, x-rays and cytology
6.Ensuring that all consulting rooms are ready for use, tidy and well stocked.
7.Efficiently and accurately secure the premises safely when surgery is closed.
8.To ensure any CQC requirements and/or documentation for which the post holder is responsible for is completed timely and accurately. To also ensure any procedures and processes applicable to the role are followed timely and accurately.
9.To ensure you devote the whole of your time, attention and abilities to your role, our business and its goals
10.Such other duties as may reasonably be delegated from time to time.
Job description
Job responsibilities
Main Duties
1.Receiving patients appropriately, with a smile and with a warm demeanour, efficiently and accurately checking in patients arriving for appointments, making appointments both from in person discussions and via our electronic appointment request tool, issuing prescriptions, taking messages for medical staff or other information as required.
2.Answering telephone calls warmly whilst efficiently and appropriately, making appointments, taking and issuing prescription requests, relaying messages and visit requests to medical staff in the appropriate way.
3.Efficiently and accurately retrieving information, such as printouts and notes for medical staff, from within the surgery.
4.Efficiently and accurately obtain information as required by the doctor from other organisations, such as local hospitals.
5.Efficiently and accurately prepare any necessary forms for medical procedures, such as antenatal, blood testing, x-rays and cytology
6.Ensuring that all consulting rooms are ready for use, tidy and well stocked.
7.Efficiently and accurately secure the premises safely when surgery is closed.
8.To ensure any CQC requirements and/or documentation for which the post holder is responsible for is completed timely and accurately. To also ensure any procedures and processes applicable to the role are followed timely and accurately.
9.To ensure you devote the whole of your time, attention and abilities to your role, our business and its goals
10.Such other duties as may reasonably be delegated from time to time.
Person Specification
Behaviours & Skills
Essential
- Team Work.
- Can-Do Attitude.
- Customer Service.
- Deadlines.
- Work Prioritisation.
- Communication Skills.
- To be able to skillfully navigate and defuse potentially disgruntled customers or sensitive and/or emotive situations by using assertive language and exhibiting a warm reassuring demeanor.
- Problem Solving Skills.
- IT Literate.
Person Specification
Behaviours & Skills
Essential
- Team Work.
- Can-Do Attitude.
- Customer Service.
- Deadlines.
- Work Prioritisation.
- Communication Skills.
- To be able to skillfully navigate and defuse potentially disgruntled customers or sensitive and/or emotive situations by using assertive language and exhibiting a warm reassuring demeanor.
- Problem Solving Skills.
- IT Literate.
