Care Navigator - Receptionist

Green Valleys Health; West of England; On-site; GBP 25,000 - 34,000; Full time

Job summary

The Care Navigator at Green Valleys Health will be the first point of contact for patients at the surgery, aiming to optimise the patient journey and act as an ambassador for the practice. The role includes telephone triage and handling walk-in appointments at reception, with shifts 07:45-13:45 and 12:30-18:30.

Applicants should have strong communication, discretion, and the ability to guide patients to appropriate services, inside or outside the practice, while building robust team

Qualifications

• Ideally A Level or equivalent experience.
• Knowledge of NHS and Services provided in community.
• Experience in other public facing roles especially NHS Roles and appreciation of services set up.

Responsibilities

• Provide clear concise information to patients and understand the importance of discretion and confidentiality.
• Good communication skills and a calm manner. Be able to put patients rapidly at their ease and give them the space and time to explain their needs.
• After appropriate training employ a variety of questioning techniques to develop a full picture of the patient’s problem.
• Identify potentially serious problems and bring those to the immediate attention of the correct clinician; i.e. Total Triage Team.
• For less serious problems negotiate with the patient and identify an appropriate professional to see them.
• Build strong relationships with all direct team members, clinicians and recognised healthcare professionals in the practice.
• Develop and maintain in-depth knowledge of the services provided in the practice and in the wider health community.
• Be able to distinguish real priorities from cases of unnecessary panic, reassure and manage these situations.

Skills

Communication skills

Customer service

IT skills

Analytical thinking

Interpersonal skills

Education

A Level or equivalent experience

Knowledge of NHS services in the community

Tools

IT Systems

Job description

TheCare Navigator will be the first point of contact for patients with thesurgery. The role will be to optimise the patient's journey and be anambassador for the practice. The purpose of the post holder is to take everyopportunity to ensure that patients presenting issue is managed appropriatelyand that the patients are up-to-date with their routine appointments. This willbe a telephone triage role as well as walk-in appointments which are presentedat the surgery reception. The shift patterns are 07:45-13:45, 12:30-18:30.

Main duties of the job

1.Provide clear concise information to patientsand understand the importance of discretion and confidentiality.

2.Good communication skills and a calm manner. Beable to put patients rapidly at their ease and give them the space and time toexplain their needs.

3.After appropriate training employ a variety ofquestioning techniques in order to develop a full picture of the nature of thepatients problem.

4.Identify potentially serious problems and bringthose to the immediate attentions of the correct clinician; i.e. Total Triage Team.

5.For less serious problems negotiate with thepatient and identify an appropriate professional to see them.

6.Build strong relationships with all direct teammembers, clinicians and recognised healthcare professionals in the practice asa scarce resource to be used appropriately.

7.Develop and maintain an in depth knowledge andunderstanding of the services provided in the practice and in the winder healthcommunity, be able to use this knowledge to guide the patient to the servicewhich is most likely to meet their needs, whether inside or outside thepractice.

8.Be able to distinguish real priorities fromcases of unnecessary panic, be able to reassure and manage these situations.Demonstrate assertiveness without being domineering

About us

Green Valleys health is merged practices comprising of Leap Valley Surgery, Emersons Green and Abbotswood. We have 18,837 patients. We have 4 Partners currently, 10 salaried GP's. We are a committed team of clinical and non-clinical staff who are empathetic and compassionate in the roles that we do.

Job responsibilities

The Care Navigator will be the first point of contact for patientswith the surgery. The role will be to optimise the patients journey andbe an ambassador for the practice. The purpose of the post holder is to takeevery opportunity to ensure that patients presenting issue is managedappropriately and that the patients are up-to-date with their routineappointments. This will be a telephone triage role as well as walk-inappointments which are presented at the surgery reception.

Shifts available are 07:45-13:45 and 12:30-18:30.

Person Specification

Qualifications

• Ideally A Level or equivalent experience.
• Knowledge of NHS and Services provided in community.
• Experience in other public facing roles especially NHS Roles and appreciation of services set up.

Experience

• Experience of work in customer service/health sector across multiple functions.
• Experienced in process thinking and customer service improvement.
• Proven track record of successful communication with general public empathy/caring person.
• Strong analytical and influencing skills.
• Excellent communication skills, relationship management, and comfortable working with the general public.
• Logical thinker who can provide a rational for decisions made.
• Able to develop relationships to form a network of contacts.
• Flexible team player who recognises the value and importance of working in a team and getting the job done.
• Ability to think of the situation presented by the patient and be able to judge the desired outcome.
• IT Skills.

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.