Care Navigator/Administrator

NHS; Wales; On-site; GBP 23,000 - 28,000; Full time

Job summary

A healthcare provider in the United Kingdom is looking for an enthusiastic Care Navigator/Receptionist. This position involves providing exceptional customer service to patients, managing appointments, and supporting clinical colleagues. Applicants should possess strong interpersonal skills, IT proficiency, and experience in a busy general practice environment. The role offers the opportunity to work closely with the public and contribute to a smooth running of the practice.

Qualifications

• Basic numeracy and literacy skills required.
• Experience working in a busy public environment.
• Ability to follow instructions and work in a team.
• Good organisational and communication skills.
• Experience in general practice setting preferred.

Responsibilities

• Provide a high level of care and customer service to patients.
• Book appointments and handle patient queries.
• Manage appointment systems and patient flow.
• Maintain confidentiality and security of medical records.

Skills

Interpersonal skills

Communication skills

Organizational skills

IT skills

Education

GCSE / O Level in English and Maths

Tools

Vision clinical system

Job description

Due to the massive increaseof demand for services, a position has become available for an enthusiasticCare Navigator/Receptionist. The role requires a self-motivated, disciplinedindividual to assist with the day-to-day smooth running of the practice. Thechosen candidate must have excellent interpersonal skills, be a superbcommunicator both written and verbally and be flexible and adaptable in theirapproach to work within the team.

The successful candidatewill be working with the public face to face and over the telephone to providea high level of care and customer service to patients by booking appointments,dealing with general enquiries and navigating to appropriate services. Candidateswill also provide administrative support to clinical colleagues.

You will have a caring andcourteous manner but focused on the task and enjoy working with a wide varietyof people. The successful candidate will also be required to work at timesunsupervised and display initiative when resolving queries.

This post requires you to beorganised and adaptable with excellent IT skills as well as a can doattitude. Experience of INPS Vision Clinical System would be an advantage.

Main duties of the job

The successful candidatewill be working with the public face to face and over the telephone to providea high level of care and customer service to patients by booking appointments,dealing with general enquiries and navigating to appropriate services. Candidateswill also provide administrative support to clinical colleagues.

Job responsibilities

MAJOR DUTIES ANDRESPONSIBILITES OF THE POST:

ReceptionDuties

Monitor flow of patients into consulting and treatmentrooms.

Ensure thatpatients without appointments but who need an urgent consultation "areseen in a logical andnon-disruptive manner.

Explainpractice arrangements and formal requirements to new patients and thoseseeking temporary cover,ensure procedures are completed.

Advisepatients relevant charges for private services, accept payment and issuereceipt for same.

Respond toall queries and requests for assistance from patients and other visitors.

Inconjunction with the Repeat Prescribing Officer ensure that requests forprescriptions are actionedwhere possible within the stated time period.

Ensurereception and waiting areas are kept neat and tidy. Have fullknowledge of Practice Complaints Procedure and monitor itsimplementation.

Management of Appointment Systems

Ensuretotal familiarity with all appointment systems in effect including regularand incidental variations.

Bookappointments and recalls ensuring sufficient information is recorded toretrievemedical record.

Monitoreffectiveness of the system and report any problems or variations required.

Management of Medical Records

Inputtingof appropriate medical information onto practice computer systemaccurately from varioussources such as hospital letters.

Inputinformation onto the computer at request of GP or Nurse.

Operation of telephone system

Receive andmake calls as required. Divert calls andtake messages asappropriate.

Give outtest results to patients when requested.

Start and end of day procedures

Open up premises at the start of the day and make allnecessary preparation to receive patients.

Securepremises at end of day, ensure the building is totally secured, internal lights off and alarmactivated.

Management of computer system

Maintainstrict security, confidentiality, accuracy and integrity of the Practice computer system. (N.B. Thisis a legal as well as a contractual obligation).

IT

Ensure all hardware and software in full workingorder. Deal with any problems as they arise

Ensuresecurity / confidentiality of computer system.

Ensureemail system is working adequately

Any other delegated duties consideredappropriate to the post

Special requirements of the post:

An understanding, acceptanceand adherence to the need for strict confidentiality.

An ability to use ownjudgement, resourcefulness, common sense and localknowledge, to respond topatients enquiries and requests.

Excellent communicationskills.

Person Specification

Qualifications

• Basic numeracy and literacy skills, e.g. GCSE / O Level English and Maths
• Experience in working with public in busy environment and within a multi disciplinary team
• Ability to follow instructions
• Ability to work as part of a team
• Good communication and interpersonal skills
• Ability to use the key board
• Friendly courteous approach
• Ability to empathise with patients when appropriate
• Ability to exercise initiative whilst working under pressure
• Ability to handle patients queries efficiently with diplomacy and tact
• Experience in working within a busy general practice setting
• Good organisational skills
• Ability to use Vision clinical system

Experience

• Experience in working with public in busy environment and within a multi disciplinary team
• Experience in working within a busy general practice setting

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.