Job summary
The main duties are managing the day to day workload of patient appointment requests via reception teams and online consultations, working with our Klinik triage team.
Care Navigators play a crucial role in helping people to get the right support, at the right time to help manage a wide range of needs. This may include support with long term conditions, acute issues, and signposting to a range of statutory and voluntary sector services.
Main duties of the job
Care
Navigators play a crucial role in helping people to get the right support, at
the right time to help manage a wide range of needs. This may include support
with long term conditions, acute issues, and signposting to a range of
statutory and voluntary sector services.
A strong telephone manner is
essential when making outgoing calls to patients and healthcare professionals
while dealing with various queries and administrative tasks
Actively call patients to
resolve relevant admin requests, to contact patients by SMS, phone, email, to
update them on their online consultations.
Maintain and develop
effective communication across the team, ensuring any reactive on the day
issues are resolved.
About us
The Adam Practice is a partnership located across 4
surgeries in Poole, Dorset. This is an exciting opportunity to join our growing
primary care team in a forward- thinking, innovative, general practice, which
has a current CQC rating of ‘Outstanding in Care’.
Here are some of our many benefits we offer;
Access
to NHS Pension Scheme and NHS discounts, 5 weeks’ annual leave (inclusive of
bank/public holidays that fall in the holiday year). Entitlement is pro-rata
for part-time employees.
Auto enrolment in NHS Pension Scheme.
Complimentary annual flu vaccination.
Job description
Job responsibilities
To have excellent communication skills, with the ability to communicate in writing and verbally to a wide range of providers and users of the services, including patients; carers; voluntary; social; primary and secondary care providers.
To ensure all triaged requests are dealt with in a timely manner, in accordance with written procedures.
To keep accurate records of all client and patient contacts, using System One.
To assist in the training and support of other colleagues where appropriate and to support the development of an effective Klinik Admin team within The Adam Practice
To develop a thorough knowledge of the employing organisation and to work in accordance with written protocols.
To implement agreements and policies concerning data sharing and client/patient consent.
Full training will be provided.
This is not an exhaustive list of duties and responsibilities, and the post holder may be required to undertake other duties, which fall within the grade of the job, in discussion with the manager.
Job description
Job responsibilities
To have excellent communication skills, with the ability to communicate in writing and verbally to a wide range of providers and users of the services, including patients; carers; voluntary; social; primary and secondary care providers.
To ensure all triaged requests are dealt with in a timely manner, in accordance with written procedures.
To keep accurate records of all client and patient contacts, using System One.
To assist in the training and support of other colleagues where appropriate and to support the development of an effective Klinik Admin team within The Adam Practice
To develop a thorough knowledge of the employing organisation and to work in accordance with written protocols.
To implement agreements and policies concerning data sharing and client/patient consent.
Full training will be provided.
This is not an exhaustive list of duties and responsibilities, and the post holder may be required to undertake other duties, which fall within the grade of the job, in discussion with the manager.
Person Specification
Qualifications
Essential
- Good level of general education Good level of spoken English
Desirable
- Recognised administrative qualification(s)
- A commitment to continuing personal and professional development
Experience
Essential
- Experience of a varied administrative workload, in a customer-focused environment.
- IT literate including Microsoft Office.
- Telephone call handling.
- Customer service.
Desirable
- Experience of working in the NHS, and ideally General Practice.
- Experience using TPP SystmOne clinical system.
- Experience of Klinik.
- Experience handling sensitive and confidential information.
- Medical terminology.
Skills & Attributes
Essential
- Ability to communicate effectively with patients, staff and clinicians on the telephone and face to face.
- Open-minded and positive; focused on solutions not problems.
- Self-motivated.
- Always strives for improvement.
- Effective team member and able to work independently.
- Flexible and adaptable to adjust and contribute to the needs of the practice.
- To be confident in dealing with difficult situations.
Desirable
- Facilitation and negotiation skills, getting the best out of other people and situations.
Person Specification
Qualifications
Essential
- Good level of general education Good level of spoken English
Desirable
- Recognised administrative qualification(s)
- A commitment to continuing personal and professional development
Experience
Essential
- Experience of a varied administrative workload, in a customer-focused environment.
- IT literate including Microsoft Office.
- Telephone call handling.
- Customer service.
Desirable
- Experience of working in the NHS, and ideally General Practice.
- Experience using TPP SystmOne clinical system.
- Experience of Klinik.
- Experience handling sensitive and confidential information.
- Medical terminology.
Skills & Attributes
Essential
- Ability to communicate effectively with patients, staff and clinicians on the telephone and face to face.
- Open-minded and positive; focused on solutions not problems.
- Self-motivated.
- Always strives for improvement.
- Effective team member and able to work independently.
- Flexible and adaptable to adjust and contribute to the needs of the practice.
- To be confident in dealing with difficult situations.
Desirable
- Facilitation and negotiation skills, getting the best out of other people and situations.
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.
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
Additional information
UK Registration
Applicants must have current UK professional registration. For further information please see
NHS Careers website (opens in a new window).
