Receptionist / Care Navigator

Job description

Job responsibilities

To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team.

The care navigator will also be expected to undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the patient population.

The following are the core responsibilities of the care navigator.

There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels.

a.Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition

b.Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately

c.Process patient requests for appointments

d.Direct requests for repeat prescription or medication queries to the correct team

e.Initiate contact with and respond to requests from patients, team members and external agencies

f.Enter SNOMED CT code data on EMIS

g.Photocopy / scan documentation as required

h.Data entry of new and temporary registrations and relevant patient information as required

i.Input data into the patients healthcare records as necessary

j.Direct requests for information, e.g., SAR, insurance/solicitors letters and DVLA forms, to the administrative team

k.Manage all queries as necessary in an efficient manner

l.Carry out system searches as requested

m.Maintain a clean, tidy, effective working area at all times

n.Monitor and maintain the reception area and noticeboards

o.Support all clinical staff with general tasks as requested

Please see attached job description for more information.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• Active signposting or Care Navigator training qualification
• Customer Service qualification - NVQ or equivalent

Experience

Essential

• Experience of working with the public

Desirable

• Experience of working in a primary care environment
• Experience of working in a healthcare setting

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Effective time management
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure

Desirable

• Competent in the use of Office and Outlook
• EMIS user skills

Personal qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Compassionate
• Problem-solver with the ability to process information accurately and effectively, interpreting data as required
• High levels of integrity and loyalty
• Ability to work under pressure in stressful situations
• Able to communicate effectively and understand the needs of the patient

Other requirements

Essential

• Disclosure Barring Service (DBS) check
• Occupational health clearance

Desirable

• Flexibility to work outside core office hours

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.

Employer details

Employer name

Wigton Group Medical Practice

Address

Wigton Medical Centre

South End

Wigton

Cumbria

CA7 9QD

Employer's website

https://www.wigtonmedicalpractice.co.uk/ (Opens in a new tab)