CARE NAVIGATOR

Burnham Health Centre; London Borough of Southwark; On-site; GBP 22,000 - 28,000; Full time

Job summary

Burnham Health Centre in London borough seeks a proactive GP Surgery Reception Team member to deliver a high-quality administrative and customer service experience for patients and clinicians. You will be the first point of contact, managing appointments, handling enquiries and supporting daily operations while upholding confidentiality and patient-centred care in a busy practice.

Experience in primary care or customer service is advantageous; training in medical software will be provided to

Qualifications

• Excellent communication and interpersonal skills.
• Ability to multitask and prioritise in a fast-paced environment.
• Proficiency in using computer systems; training provided in medical software.

Responsibilities

• Greet patients and visitors to the practice.
• Book in, amend and cancel patient appointments per procedures.
• Triage urgent consultations for appropriate handling.
• Answer telephone calls and online requests; redirect as needed.
• Record home visit requests and assess urgency.
• Maintain up-to-date computerised appointment system.

Skills

Customer service

Communication

Multitasking

Computer literacy

Tools

Medical software

Job description

The GP Surgery Reception Team is the first point of contact for patients in a busy general practice. This role involves providing excellent customer service, managing appointments, handling patient inquiries, and performing various administrative tasks to ensure smooth daily operations of the practice.

Main duties of the job

To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients. To understand the importance of maintaining confidentiality.

About us

Burnham Health Centre is a large teaching practice supported by adynamic and enthusiastic team of healthcare professionals. Our teamincludes doctors, nurses, healthcare assistants, clinical pharmacists, andother allied healthcare professionals, all working together to provide high-quality care to our patients.

With 11 GPs, senior and practice nurses, healthcare assistants, a phlebotomist, and various roles under the ARRS from the South Bucks Primary Care Network, our staff are encouraged to collaborate and interact to ensure the best outcomes for our patients. At Burnham Health Centre, we are committed to fostering teamwork and a patient-centered approach to healthcare.

Job responsibilities

Greet patients and visitors to the practice.

Book in, amend and cancel patient appointment inline with practice appointments procedures ensuing optimum efficiency of the appointment system.

Ensure that patients without appointments but who need 'urgent consultations triaged appropriately.

Answering incoming telephone calls and on-line requests, ensuring are redirected accordingly.

Receive and accurately record requests for home visits, assessing urgency in accordance with the Practices protocols. Print off home visit summary sheets.

Ensure computerised appointment system is up-to-date.

Respond and/or redirect all patient and visitor requests accordingly.

Explain practice arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed.

Advise patients of relevant charges for private services, accept payment and issue receipts for same.

Produce tokens and Right Hand Side for prescriptions according to practice procedures and ensure timely distribution of completed prescriptions.

Ensure reception and waiting areas are kept neat and tidy

Re-stocking of information leaflets as appropriate.

Undertake administration tasks as needed and as allocated by Senior Care Navigator.

Action start and end of day procedures ensure telephone software for out of hours information is activated appropriately and the correct message is playing at close of business each day and when the Practice closes for training.

Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).

Person Specification

Experience

• Excellent communication and interpersonal skills. Ability to multitask and prioritise in a fast-paced environment. Proficiency in using computer systems, (training provided in medical software). Strong organisational skills with attention to detail. A calm and empathetic approach when dealing with patients.
• Previous experience in a Primary Care or customer service role is an advantage.

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.