Care Navigator / Receptionist

NHS; Cheltenham; On-site; GBP 20,000 - 30,000; Part time

Job summary

An established healthcare provider is seeking a motivated individual to join their Care Navigation Team. This role is crucial for ensuring smooth daily operations, requiring excellent communication skills and a strong customer service orientation. The successful candidate will engage with patients, manage their queries, and assist in booking appointments while maintaining confidentiality and professionalism. This position offers a chance to make a significant impact in a supportive and friendly environment, dedicated to providing high-quality care to the community. If you are empathetic, organized, and ready to contribute to a vital healthcare service, this opportunity is perfect for you.

Qualifications

• Experience in customer service is essential, preferably in a healthcare setting.
• Strong communication skills are crucial for patient interaction.

Responsibilities

• Answering telephone calls and managing patient enquiries effectively.
• Booking appointments and directing patients to online systems.

Skills

Customer service orientation

Verbal communication

Written communication

Ability to work independently

Ability to prioritise

SystmOne software experience

Education

Good standard of education with literacy and numeracy skills

Qualifications at A level standard

Job description

Sixways Clinic is looking for a motivated, empathetic, customer service orientated person to join our busy Care Navigation Team. The post holder will have a positive attitude, good listening and communication skills and be a team player. Previous experience of working within a customer based service is required. This is a varied role and much of the work undertaken will be of a highly confidential and sensitive nature.

Part time hours or a job share is considered, however, the successful candidate would need to be available to work between the hours of 4pm to 8pm on a Monday evening.

Main duties of the job

The Care Navigation role is key to the success of the daily practice operations. This role involves:

1. Answering the telephone
2. Dealing with enquiries
3. Booking appointments
4. Using and directing patients with our on-line booking systems
5. Undertaking tasks for our clinical teams
6. Signposting patients to internal and external services
7. Providing a high standard of patient liaison

The post holder will be able to demonstrate excellent verbal and written communication skills, be able to organise and prioritise a busy workload and work to tight deadlines whilst maintaining confidentiality and demonstrating tact and diplomacy. Attention to detail is of paramount importance as there will be a high level of contact with patients and their individual data.

The post holder will need to be able to work within and understand the importance of policies and procedures around patient information, data sharing, information governance and confidentiality.

About us

Sixways Clinic is a friendly GP Practice in Cheltenham Spa. We serve just over 11,000 patients and aim to provide the highest level of care at all times. We have six GP Partners, two Salaried GPs, 2 ANPs, a strong Nursing Team, Admin Team and Care Navigation Team.

Our team is supportive and friendly, and we are looking for a hardworking Medical Secretary to join and support us in continuing our work provide healthcare to our local community.

Job responsibilities

The post holder will work within our busy Care Navigation Team answering the telephone, dealing with patient enquiries, booking appointments, undertaking tasks for our clinical teams, signposting patients to internal and external services and generally providing a high standard of patient liaison. The post holder will be able to demonstrate excellent verbal and written communication skills, be able to organise and prioritise a busy workload and work to tight deadlines whilst maintaining confidentiality and demonstrating tact and diplomacy. Attention to detail is of paramount importance as there will be a high level of contact with patients and their individual data. Some data will be of a highly sensitive nature. The post holder will need to be able to work within and understand the importance of policies and procedures around patient information, data sharing, information governance and confidentiality.

Please be aware that this job is demanding. You will be dealing with patients who are ill and potentially stressed. You will be their first port of call. Empathy and understanding with a willingness to help provide a solution following Practice Protocols is the key to this very important role.

Person Specification

Qualifications

• Good standard of education with literacy and numeracy skills
• Qualifications at A level standard

Experience

• Experience of working with the general public
• Experience and understanding of medical terminology
• Previous NHS/Primary Care General Practice experience

Skills

• Ability to work independently
• Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
• SystmOne software experience

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.