Care Navigator

City Health Practice Limited; Hull and East Yorkshire; Presencial; GBP 19.000 - 23.000; Jornada completa

Descripción de la vacante

City Health Practice Limited is seeking a Care Navigator to support patients and visitors from their first contact, delivering friendly, responsive service and helping the practice run smoothly.

You will welcome, signpost and guide patients, coordinate appointments, maintain accurate records in SystmOne, and handle day-to-day admin with colleagues, providing flexible cover as needed.

Formación

• NVQ Level 2 in Business Administration or Customer Service, or equivalent knowledge and experience.
• Good administration, customer service and communication skills.
• Confidence using Microsoft Word and appropriate word-processing skills.
• Strong organisation, time management and ability to prioritise your workload.
• A team-focused approach and flexibility to meet service needs.

Responsabilidades

• Welcome patients, carers and visitors, responding to enquiries clearly and professionally
• Signpost patients to the right services and care pathways
• Coordinate appointments and maintain accurate information using SystmOne
• Support day-to-day administration, including correspondence, records, scanning and filing
• Work flexibly with colleagues to provide reliable cover when needed

Conocimientos

Administration skills

Customer service

Communication skills

Word processing

Educación

NVQ Level 2 in Business Administration

Equivalent knowledge/experience

Herramientas

SystmOne

Descripción del empleo

Youll support patients and visitors from their first contact with the practice, helping them access the right care and services. As a key member of the administration team, youll provide a friendly, responsive service while helping the practice run smoothly.

What youll do:

• Welcome patients, carers and visitors, responding to enquiries clearly and professionally
• Signpost patients to the right services and care pathways
• Coordinate appointments and maintain accurate information using SystmOne
• Support day-to-day administration, including correspondence, records, scanning and filing
• Work flexibly with colleagues to provide reliable cover when needed

Main duties of the job

Job summary

Youll support patients and visitors from their first contact with the practice, helping them access the right care and services. As a key member of the administration team, youll provide a friendly, responsive service while helping the practice run smoothly.

What youll do:

• Welcome patients, carers and visitors, responding to enquiries clearly and professionally
• Signpost patients to the right services and care pathways
• Coordinate appointments and maintain accurate information using SystmOne
• Support day-to-day administration, including correspondence, records, scanning and filing
• Work flexibly with colleagues to provide reliable cover when needed

Main duties of the job

What were looking for:

• NVQ Level 2 in Business Administration or Customer Service, or equivalent knowledge and experience
• Good administration, customer service and communication skills
• Confidence using Microsoft Word and appropriate word-processing skills
• Strong organisation, time management and ability to prioritise your workload
• A team-focused approach and flexibility to meet service needs

We welcome applications from people with different backgrounds and experiences. We value fairness, respect, inclusion and ideas that help us improve services for everyone.

About us

At CHPL, were passionate about people and we know that you are too, thats why were here isnt it? We recognise that high quality care is delivered by high quality professionals who are appreciated, respected and supported, which is why we want to give all our colleagues the chance to shine.

Work with us and youll be more than just a number.

Job description

Job responsibilities

The role of Care Navigator is the first point of contact for patientsand visitors when they attend or contact the practice therefore promoting apositive image of where you work is paramount.The candidate will need to have excellent communication and customercare skills and will be responsible for ensuring that service users are in theright place at the right time signposting and re-directing if appropriatefollowing care pathways.

The post holder will be requiredto provide a high-qualityand responsive customercare service to allpatients and visitors, ensuring that the reception runs efficiently andin accordance with the service requirements with roles based within GPPractices there is an expectation that you will support the delivery of theservice, by changing bases/hours to cover annual leave and/or sickness, whichcan sometimes be at short notice.

As part of your role, you will be expected to coordinate and organise appointments and documentation within SystmOne to facilitate the smooth runningof the service and supportthe delivery of high-quality patientcare.

DUTIES & RESPONSIBILITIES Communication

To deal with incomingand outgoing communications appropriately where there may be barriers to understanding

To attend, and contribute to, admin team meetings and provide feedbackto colleagues

Be the first point of contactfor patients, carers and outside agencies, processing messages and dealing with enquiries of a routinenature accurately and in a timely manner where tact or persuasive skills may berequired

Signpost patients to other services in a timely manner in line with organisationalprocedures

Analytical Tasks

To use initiative andjudgement, within pre-defined limits of responsibility to resolve problems of acustomer service or administrative nature,where the issuemay be non-routine and there may be a rangeof options to explore, referring more complex issues to the line manager forguidance

Evaluate administration processes and procedures withinown work area and, in consultation with linemanager, implement improvements as appropriate

Planning and Organisational Skills

To plan, organise and prioritise own workload asappropriate

To plan and organise straightforward tasks and activities within own work area,some of whichmay be ongoing, which will be completed within agreed timescales e.g.organise events as directed, diary management, producing correspondence,reports and other documents and filing etc.

Ensure appropriate administration systemsand procedures are in place and adheredto across area ofresponsibility

Physical Skills

Standard keyboard skills requiredfor inputting patientinformation/data

Manual handling of boxes from deliveries

Responsibility for Patient Care

Provide information and adviceto patients, relatives and carersabout access to appropriate service and appointments

Policy and Service Development Implementation

Follow policies/procedures appropriate to own role

Comment on policies/procedures to contribute to the ongoingdevelopment of administration service with own area of work

Responsibilities for Financial and Physical Resources

Maintain stock control

Report issues relating to faulty equipment, buildings and securityaccording to workplace procedures

Responsibilities for Human Resources

Demonstrate own role to new startersor less experienced staff withinthe team

Cover for other administration staff for sickness,absence and annualleave

To participate in trainingof self and colleagues in an equivalent position to ensureagreed Standard OperatingProcedures, Policies and Procedures are adhered to

Responsibilities for Information Resources

Maintain information systems, computerised and paper based, conforming with agreed Data ProtectionAct standards

Maintain patient confidentiality in ensuring safe storage, processing and generating of information

To retrieve, collate, scan and filerecords

Ensure all activity for patients is logged onto the electronic database

Responsibilities for Research and Development

To undertake surveys and audits as necessary to own work

Freedom to Act

Uses initiative to deal with patientenquiries

Guided by clearly definedoccupational policies. Manageris available for advice.

Person Specification

Qualifications

Essential

• NVQ Level 2 in Business Administration or Customer Service or equivalent knowledge and experience
• Word processing to OCR 2 standard International Computer Driving License (ICDL) or able to demonstrate appropriate level of skill

Experience

Essential

• Previous experience of working in an office environment and carrying out general officer procedures

Desirable

• Experience of SystmOne functions
• Previous NHS experience
• Previous experience of working with general public

Knowledge

Essential

• Knowledge of a range of routine administration procedures
• Knowledge of Microsoft Word

Desirable

• Knowledge of other Microsoft packages

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

City Health Practice Limited

Address

Southcoates Medical Centre

225 Newbridge Road

Hull

HU9 2LR

United Kingdom

Employer's website

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