Care Navigator (Receptionist)

Air Balloon Surgery; West of England, Bath; Vor Ort; GBP 21.000 - 26.000; Teilzeit

Zusammenfassung

Air Balloon Surgery is seeking a Care Navigator to join our friendly, supportive team. You will deliver reception and patient navigation services across our 13,500+ patient base, handling face-to-face, phone and administrative tasks with accuracy and warmth.

You should have experience in busy reception or service roles, strong interpersonal and IT skills, and be comfortable with EMIS Web training provided. This post supports flexible, part-time patterns within the practice.

Qualifikationen

• Experience in a busy reception, service or customer-focused environment.
• Excellent interpersonal skills and ability to communicate clearly.
• High standard of language and IT literacy; attention to detail.

Aufgaben

• Sign-post patients to services and follow SOPs.
• Assist with routine administrative tasks from other departments.
• Initiate contact with patients and other healthcare providers as required.
• Undertake tasks, project support or change work under the line manager.
• Participate in development plans for the practice and implement them.
• Provide reception, sign-posting and admin support for health campaigns.

Kenntnisse

Reception experience

Interpersonal skills

IT literacy

Language capability

Tools

Emis Web

Jobbeschreibung

An opportunity to join the fantastic Air Balloon Surgery team who have a reputation for being very friendly, welcoming and supportive to those directly working in the practice and those we work with across the health and social services community. The role of Care Navigator is critical in the provision of services and ensuring that patients are able to access the most appropriate services for their needs, and will include a range of face to face, telephone and administrative work. This vacancy has arisen following the planned retirement of a member of the team at the end of December 2026, and we are looking to cover this post from 4th January 2027.

In the role of Care Navigator you would be working within the fantastic and dedicated Care Navigator team to provide responsive and professional reception and patient navigation services to our 13,500 or so patients.

The team currently comprises 12 care navigators who all work a range of part time working patterns.

The surgery is currently open to the public from 08.00-18.30 Monday to Friday.

Our Care Navigation (Reception) services are normally based in reception on the ground floor and in the Care Navigator room or alongside the triage GP in the triage room on the first floor, and all Care Navigators spend time working in all areas, covering a range of face to face, telephone and administrative tasks.

To be successful in this role, we would expect candidates to have experience of working within a busy reception, service or customer-focused environment, have excellent interpersonal skills, able to demonstrate a high standard of language and IT literacy, attention to detail, and the ability to remain calm under pressure. While primary care experience and knowledge of Emis Web may be an advantage, it is not essential as full training would be provided.

The purpose of this post is to provide Care Navigator (Receptionist) services for the practice.

General Duties

• Sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.
• Assist with routine administrative tasks from other departments.
• Initiate contact with and respond to requests from patients, other team member and associated healthcare agencies and providers.
• To undertake specific assigned tasks, project support, or development / change work which may arise from time to time, under the direction of the relevant line manager.
• Participate in development plans for the practice and their implementation.
• Provide reception, sign-posting and administrative support for seasonal and/or exceptional public health campaigns such as, but not limited to, mass vaccination clinics.

Reception

• Make appointments for patients attending or calling by telephone, using the computer system, and in accordance with the Practices appointment protocols.
• Assist patients where required with completion of e-consult forms.
• Contact patients to make arrangements for appointments and other actions in accordance with instructions of Triage GPs.
• Receive telephone requests for home visits.
• Receive general telephone enquiries and transfer callers to other surgery staff as appropriate.
• Receive requests for repeat prescriptions.
• Give out letters, reports, or forms to patients attending, and take payments where applicable in accordance with the navigation Standard Operating Procedures.

Records & Triage

• As above Receive overflow of telephone calls and sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.
• Process new patient registrations Process repeat prescription requests in accordance with the practice procedure.
• Processing of GPP workflow and tasks.
• Respond to requests for results and other clinical information in accordance with practice policy
• Liaise with GPs and other clinicians using the appropriate message system.

Systems Administration & Support

• Retrieval and provision of information or documents from practice systems or external bodies as required.
• Assist with the cancellation and rebooking of doctor and other clinician appointment sessions as required and as directed by the Assistant Practice Manager or Care Navigator Service Manager.
• Liaise directly with hospital personnel, labs and other agencies with regard to medical matters.
• Liaise directly with patients by telephone or in person with regard to medical and administrative matters.

Dignity at Work and Equality Statement

We are committed to treating all of our staff and Service Users with dignity and respect. You are responsible for behaving in a way that is consistent with the aims of our Equality and Diversity Policy and the Equality Act (2010). This includes not discriminating unfairly in any area of your work and not bullying, harassing or otherwise intimidating other people. You should recognise and appreciate that people, both colleagues and service users are different and to act in ways that are consistent with their needs and preferences. You should at all times embody the ethos and values of Air Balloon Surgery and the Care Navigation Team, keeping patients at the heart of everything we do.

Please see attached job description for more information.