Receptionist - Care Navigator

NHS; Liverpool; On-site; GBP 20,000 - 25,000; Part time

Job summary

Old Swan Health Centre Group Practice seeks a part-time Care Navigator/Receptionist to support a busy team and deliver excellent patient care. This role involves answering calls, scheduling appointments, and managing administrative duties, along with opportunities for training and development. Ideal candidates are enthusiastic, self-motivated, and possess strong communication skills.

Qualifications

• GCSEs or equivalent required.
• Strong written and communication skills mandatory.
• Previous experience in a medical office preferred.

Responsibilities

• Manage front desk operations and answer high volume patient calls.
• Triage patient calls and signpost to appropriate care.
• Maintain confidentiality and adhere to Data Protection requirements.

Skills

Written communication

Verbal communication

Patient care

Multi-tasking

Education

GCSEs or equivalent

Tools

EMIS Web

Job description

Old Swan Health Centre Group Practice is looking to recruita part-time (20 hours per week, 1.30 pm - 6.30 pm) Care Navigator/Receptionist to join our busty butfriendly team serving 9,300 patients. The ideal candidate will have experience ofworking in a GP Practice or office environment and have a good knowledge of EMISWeb. Previous experience is not essential as training will be provided.

This role will be perfect for an enthusiastic, self-motivatedperson who has a passion for delivering excellent patient care. The successfulcandidate should be confident, professional with excellent telephone skills andthe ability to multi-task in a fast-paced environment.

Main duties of the job

The Care Navigator isresponsible for the daily operations of the front desk and will be responsiblefor answering the telephone, scheduling appointments, and performing otheradministrative duties. Following practice processes to actively signpostpatients to the most appropriate healthcare professional and service,whilst handling any complex queries and challenging situations in aprofessional manner, ensuring issues are resolved where possible at the firstpoint of contact.

About us

Our team includes 5 Partners, 3 Salaried GPs, 4 Registrars,2 Practice Nurses, HCA, ANP, Pharmacist,Physiotherapist, Practice Manager, Secretary, Reception Manager and a team of CareNavigators and Administrative Staff.

We pride ourselves as being one big work family, providingeach other with the necessary support and guidance to achieve the aims and goalsor the practice.

Job responsibilities

KEY DUTIES AND RESPONSIBILITIES:

• Answering high volume calls from our patients,in an efficient and courteous manner, putting patients at ease and providingclear concise information.
• Take clear and concise notes of patientsinteractions ensuring that these are documented accurately in EMIS using ArdensNavigation Template.
• After appropriate training, triage patientcalls using a variety of questioning techniques to develop a full picture ofthe nature of the patients problem and signpost the patient to the appropriatecare.
• Identify potentially serious problems and bringthose to the immediate attention of the correct clinician ie doctor, oncalldoctor
• For less serious problems negotiate with thepatient and identify an appropriate timeframe for them to be seen and theappropriate professional to see them.
• Building and maintaining strong relationships with all directteam members, clinicians and healthcare professionals in the practice.
• Developing and maintaining an in-depth knowledge andunderstanding of the services provided in the practice and in the wider healthcommunity; be able to use this knowledge to guide the patient to the service,which is most likely to meet their needs, whether inside or outside thepractice.
• Deal appropriately with instructions and queries from cliniciansand outside agencies.
• Followingpractice standard operating procedures.
• Dealingwith patient requests received via Online and Patchs
• Scanningdocuments and forwarding for action when required.
• Supportingthe pharmacy team with patient prescription requests, both in paper form andover the telephone.
• Processingand issuing of prescriptions within standard timeframes as per practice policy.
• Maintainstrict confidentiality in relation to all issues concerned within the serviceand adhere to the requirements of the Data Protection Act 1984, InformationGovernance and Caldicott Principles.

Person Specification

Qualifications

• GCSEs or equivalent
• Strong written and communication skills required.
• Previous experience working in a medical office environment preferred
• Knowledge of EMIS Web

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.