Care Navigator (Medical Receptionist)

Cornerstone; Lancashire, Blackburn; On-site; GBP 12,000 - 15,000; Part time

Job summary

Lambeth Street Surgery is hiring a Care Navigator/Medical Receptionist to join our Blackburn team for 30 hours a week. You will be the first point of contact for patients, guiding them to the right clinician or service and supporting online services such as the NHS App.

Full training is provided, with flexible rotation to the Connect Hub at Shadsworth Surgery as part of the Practice’s new care navigation model. A supportive team environment and CPD are offered.

Qualifications

• Excellent communication and interpersonal skills.
• Ability to work under pressure and as part of a team.
• Willingness to learn care navigation protocols.
• Patient-facing role with confidentiality and GDPR awareness.

Responsibilities

• Greet patients at the front desk, answer calls, respond to online requests.
• Direct patients to the right clinician or service using care navigation protocols.
• Spot urgent requests and pass to clinical team promptly.
• Book appointments, handle prescriptions, test results and general queries.

Skills

Active listening

Empathy

Communication

Team player

Tools

EMIS Web

Job description

Are you a great listener who loves helping people? Do you want a job where every day makes a real difference to your local community? We're looking for a Care Navigator/Medical Receptionist to join our friendly team at Lambeth Street Surgery, Blackburn for 30 hours a week. Care Navigators are at the heart of modern general practice. You'll often be the first person our patients speak to, whether they walk in, phone or contact us online. By listening carefully and asking the right questions, you'll help them get to the right person or service first time, whether that's a GP, nurse, pharmacist, paramedic or a service in the community. Lambeth Street serves a diverse and close-knit community, and no two days are the same. You'll also be part of our Connect Hub at Shadsworth Surgery, where we're developing a new model of care navigation with daily support from our GPs and ACPs. It's an exciting time to join us. You don't need to have worked in a GP practice before. If you're caring, calm, under pressure and enjoy working as part of a team, we'll give you the training and support to grow in the role. As a Care Navigator, your day will be varied.

You will:

• Welcome patients at the front desk, answer calls and respond to online requests through Patchs
• Listen to what each patient's needs and guide them to the right clinician or service, using our care navigation protocols
• Spot urgent requests and pass them quickly to the clinical team
• Book appointments and deal with prescription, test results and general queries
• Help patients use online services such as the NHS App, and support those who prefer not to
• Take your turn on the rota at our Connect Hub at Shadsworth Surgery, handling telephone and online contacts with support from our GPs and ACPs
• Share the day-to-day running of the Lambeth Street site with the team, including admin supporting the baby clinic and routine health and safety checks
• Keep patients records accurate and confidential on Emis Web

Full training is given, including care navigation training, so you'll feel confident from the start. This is a part-time post of 30 hours per week. The post holder will be primarily at Lambeth Street Surgery and like all members of the care navigator team, will be rotate to the Connect Hub at Shadsworth Surgery as part of the Practice's new model of care navigation and triage. The Connect Hub deals predominantly with remote contacts (telephone and online). Flexibility is key, as the post may occasionally require support outside of regular hours to provide cover.

Patient Contact

• Greet patients in person and by telephone, dealing with all queries, concerns and appointment requests respectfully and confidentially
• Offer appropriate appointment using EMIS Web, signposting to other professionals or services where necessary
• Handle prescription queries, home visit request and results following protocols with care and urgency
• Provide information about available services, including new patients registrations
• Manage potentially distressing or difficult conversations with compassion
• Respond to emergencies and arrange ambulances when required
• Deal with patient complaints and feedback, escalating appropriately

Care Navigation and Connect Hub

• Use active listening and structured questioning to understand a patient's needs and navigate them to the most appropriate service, clinician or resource
• Rotate to the Connect hub at Shadsworth Surgery as part of the team rota, supporting clinical triage workflows under the supervision of clinicians
• Manage and prioritise incoming telephone and online requests (including Patchs) using agreed clinical and non-clinical pathways
• Contribute to the ongoing development of the Connect Hub as a new model of general practice

Administration

• Maintain accurate records, update patient details and handle all documents confidentially
• Monitor appointments availability, repeat prescription and documents for clinics
• Mange scanning, coding, filing and shredding of documents
• Ensure the surgery is open, tidy and prepared daily
• Support administrative functions such as mail, stationery orders and GP Tasks

Communication

• Provide a link between patients, primary care, secondary care and allied services
• Work with colleagues to ensure smooth handovers and continuity of care
• Contact patients by letter, or telephone when required
• Liaise with GPs, nurses, pharmacists and the wider team so patients received joined-up care

Training and Development

• Complete all mandatory training, including Basic Life Support, Fire Safety, Safeguarding and Information Governance
• Support the induction of new staff and take part in annual appraisal

Professional Responsibilities

• Uphold patient confidentiality and data protection (GDPR and Caldicott principles) at all times
• Follow practice policies, including health and safety, infection control and the Chaperone policy
• Act in accordance with the practice's Christian values and Equal Opportunity policy, treating everyone with dignity and respect