Care Navigator / Receptionist

Churchdown Surgery; Gloucester; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare practice in Gloucester is seeking a Receptionist / Care Navigator to provide exemplary front-of-house customer service. Responsibilities include managing the appointment system, assisting patients, and addressing queries while ensuring patient confidentiality. The ideal candidate should bring empathy, excellent communication skills, and the ability to perform under pressure. This full-time position offers a supportive work environment and the potential for collaboration within a dedicated team.

Qualifications

• Practical experience of using computers.
• Experience of using own initiative.
• Successful practical experience of working in a team.

Responsibilities

• Provide a professional reception service to patients and visitors.
• Manage face-to-face contacts effectively.
• Answer incoming phone calls and respond to requests.

Skills

Good understanding and empathy towards patients

Excellent communication skills

Ability to perform under pressure

Teamwork

Problem solving

I.T and keyboard skills

Education

GCSE English or equivalent

GCSE Mathematics or equivalent

Good standard of general education

Tools

Systm1 clinical computer systems

Job description

To provide front of housecustomer service to all stakeholders with a positive and professional image atall times. This will include directing patients to the appropriate healthcareprofessional, booking of appointments, where appropriate and answering queries. Day to dayadministration duties to be dealt with effectively and efficiently in line withthe practices policies and protocols.

This role will cover all aspectsof reception.

Main duties of the job

• Maintaining and monitoring the practiceappointment system.
• Processing triage forms to the triage team, booking appointments where appropriate
• Navigation of patients to the correcthealthcare professional.
• Distributing incoming mail, emailand footfall enquiries.
• Taking messages and passing oninformation.
• Processing repeat prescriptions inaccordance with practice guidelines.
• Computer data entry / data allocation andcollation; processing and recording information in accordance with practiceprocedures.
• Actioning administration tasks ensuring tasks aredealt with professionally and in a timely manner.
• Registering new patients ensuring accurate dataentry.
• Processing deductions for patients leaving thepractice.
• Forwarding clinical correspondence to the correctstaff member.
• Provision of refreshments for staff and visitors asrequired; keeping the kitchen area clean and tidy.
• Keeping the reception area, noticeboards andleaflet dispensers tidy and up to date and free from obstructions and clutter.
• Undertake mandatory and necessary training formally and/or informally as thebusiness dictates.
• Any other tasks that are required from time to timeas directed by the management team.

About us

Weare seeking a Receptionist / Care Navigator who shares our ethos of respect,quality, community & teamwork.

Youwill be welcomed into a loyal team working with dedicated, supportive and friendlystaff.

Weare looking for a candidate(s) to fill a full time role of 37.5 hours. We will need to cover Monday, Wednesday and Friday all day and Tuesday and Thursday afternoons only. A job share would be considered for the right applicants.

Job responsibilities

• Candidates should have:
• Good understanding andempathy towards patients.
• Experience of using owninitiative.
• Practical experience ofusing computers.
• Ability to performunder pressure.
• Ability to beproactive.
• A team worker, friendlyand approachable.
• Ability to act with theutmost of confidentiality and sensitivity.
• Able and willing toprovide cover for sickness and holidays with the team.
• Excellent communicationskills, both face to face and on the phone. I.T and keyboard skills.
• Ability to handlesituations of potential conflict.
• Problem solving.Interpersonal skills.
• Willingness to embracechange.
• Willingness to developand learn new skills.
• Job Description
• Welcome patientsattending for appointments and any other visitors to the practice, ensuring aprofessional and efficient reception service is provided and respecting patientconfidentiality at all times.
• Manage face toface contacts with patients effectively signposting patients to the appropriatehealthcare professional, administrator, secretary or external agency dependingon the presenting request.
• Answer incomingphone calls, dealing with the callers requests, signposting them appropriatelyto a member of our healthcare team or other agencies and administration duties.
• Initiatingcontact with, and responding to, requests from patients, other members of thepractice team and other healthcare professionals.

Person Specification

• - Good standard of general education
• - GCSE English or equivalent
• - GCSE Mathematics or equivalent.
• - Experience of using own initiative.
• - Good understanding and empathy towards patients.
• - Practical experience of using computers.
• - Successful practical experience of working in a team.
• - Planning and organisation.
• - Ability to perform under pressure.
• - Adaptable and flexible to change.
• - A team worker.
• - Friendly and approachable.
• - Ability to act with the utmost of confidentiality and sensitivity.
• - Self-motivated.
• - Able and willing to provide cover for sickness and holidays with the team.
• - Well presented.
• - Excellent communication skills, both face to face and on the phone.
• - I.T and keyboard skills.
• - Ability to handle situations of potential conflict.
• - Problems solving.
• - Interpersonal skills.
• - Willingness to develop and learn new skills.
• - Ability to prioritise tasks and work on initiative.
• - Excellent organisational and time management skills.
• - Attention to detail and accuracy in work with good literacy skills.
• - Practical experience of working in a medical reception environment.
• - Knowledge of Systm1 clinical computer systems.

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.