GP Practice Care Navigator

Integrated Care System; Penrith; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare provider in Penrith is looking for a Care Navigator to manage reception duties and liaise with patients. The applicant should possess excellent communication skills and experience in customer service. This role involves answering calls, making appointments, and maintaining patient confidentiality. Knowledge of EMIS is beneficial. The position offers training and support within a vibrant practice environment.

Qualifications

• Experienced in using Microsoft Office systems.
• Ability to work on own initiative and as part of a team.
• Experience in a customer service role.

Responsibilities

• Answer phones to incoming calls in a patient-focused manner.
• Take patient calls, make/cancel appointments, record essential information.
• Maintain confidentiality at all times, complying with Data Protection Act.

Skills

Excellent communication skills

Customer service skills

Microsoft Office competency

Education

Grade 3/4 GCSE English or equivalent

NVQ Level 2 or equivalent in customer care

Job description

We have a vacancy in our Reception team this role includes reception duties, answering the phone, making outgoing calls and administration tasks relating to patient records.

Rota Pattern:

Normal working hours will be Monday to Friday between 07.45 -18.30 up to maximum of 37.5hrs (to be discussed at interview). There may be some occasions where working outside these core hours are required.

Post holders must be flexible to change days/hours if required.

As a care navigator you are the first port of call for all incoming communication within an active and busy GP practice. You will be responsible for liaising with the practice team, patients, hospitals, care homes and third party organisations.

Within this role you will need to have excellent communication skills and maintain a professional manner at all times. You will be responsible for maintaining patient bookings and amending if necessary, complying with patient confidentiality and GDPR. Be able to undertake multiple tasks while working to time constraints. There will also be a requirement to cover the reception desk on an ad hoc basis.

Main duties of the job

To answer phones to incoming calls in a timely,polite, and patient focused manner

To take telephone calls from patients and accuratelymake/cancel appointments and record all essential information on EMIS.

On receipt of patient call, search computerisedpatient records, checking patient details and patient confidentiality.

Identify callers requiring an immediate emergencyresponse and escalate the calls to clinical team as per protocol.

To direct patients over the phone to the appropriateprofessionals or services through signposting or direct to the care navigator

Deal with patients enquiries in relation toresults, and book appointments when required

Cover the reception front desk as required

Maintaining confidentiality at all times withparticular reference to patient confidentiality and Data Protection Act

Advise the Team Leader of any problems and takeappropriate action as directed

About us

We are a 3 partner GP practice based in Penrith, serving over 11,500 patients, rated CQC Outstanding and we are also a training practice.

This role is based within our Practice Support Team (PST) consisting of: Care Navigators, Record Administrators, GP Assistant, Clinical Administration/Medical Secretary and a Meds team.

Job responsibilities

Experience not necessary but would be advantageous, Full training will be given. An apprenticeship would be considered for this role.

To answer phones to incoming calls in a timely,polite, and patient focused manner

To take telephone calls from patients and accuratelymake/cancel appointments and record all essential information on EMIS.

On receipt of patient call, search computerisedpatient records, checking patient details and patient confidentiality.

Identify callers requiring an immediate emergencyresponse and escalate the calls to clinical team as per protocol.

To direct patients over the phone to the appropriateprofessionals or services through signposting or direct to the care navigator

Deal with patients enquiries in relation toresults, and book appointments when required

Maintaining confidentiality at all times withparticular reference to patient confidentiality and Data Protection Act

Advise the Team Leader of any problems and takeappropriate action as directed

Contribute to the continuous improvement of serviceprovision communicating service user feedback to the Team Leaders whereappropriate

To ensure that at the end of shift working areas areleft clean and tidy

To perform any other relevant duties that may bedictated by the changing needs of the service

Participate in practice meetings, in training andother activities

Processing requests for appointments, visits andtelephone consultations, and ensuring patients are directed to the appropriatehealthcare professional

Processing and distributing incoming (and outgoing)mail. Taking mail to the post office.

Taking messages and passing on information

Provide and receive routine information, to informwork colleagues, patients and clients

Receive sensitive information and ensure thisinformation is relayed correctly

Exchange information with patients, relatives andstaff on a variety of departmental matters and procedures

• Understand thatbarriers to communication may include anxious patients, culturaldifferences, language or other communication difficulties
• Participate inteam meetings and staff training, which may fall outside of normal workinghours (Time will be paid for attendance at normal hourly rate)
• Workcollaboratively with colleagues both internal and external to the practice.
• Ensurecollaborative working within the practice and the locality to share goodpractice and make best use of skills and knowledge

Help support locality/PCN initiatives at practicelevel

Person Specification

Experience

• Experienced and competent in the use of Microsoft Office systems.
• Being able to work on own initiative and individually as well as part of a team.
• Experience using computer systems and dealing with people in a customer service role
• Experience in a GP practice or other healthcare setting
• Previous reception or call handling experience.

Qualifications

• Grade 3/4 GCSE English or equivalent
• NVQ Level 2 or equivalent in customer care or administration or reliable and proven work experience in a relevant role

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.