Front of House

NHS Jobs; Hertford (NC); Sur place; USD 23 000 - 26 000; Plein temps

Résumé du poste

Lea Wharf Medical is seeking a Front of House / Care Navigator to be the welcoming first point of contact for patients. The role includes handling enquiries in person and over the phone, guiding patients to appropriate clinicians, and supporting the team in managing administrative tasks.

The successful candidate will maintain confidentiality, follow governance procedures, and participate in ongoing training to assist the wider practice team.

Responsabilités

• Welcome patients and visitors and manage reception enquiries.
• Answer incoming telephone calls and respond to patient queries.
• Care navigate patients to the most appropriate clinician, service or team using agreed practice pathways.
• Book, amend and cancel appointments in line with practice procedures.
• Support patients with general enquiries, including prescriptions, test results and other administrative requests.
• Accurately record information and maintain patient records on the clinical system.
• Recognise urgent or concerning situations and escape appropriately.
• Manage difficult or sensitive conversations calmly and professionally.
• Maintain patient confidentiality and follow information governance procedures at all times.
• Work closely with clinical and administrative colleagues to support the smooth running of the practice.
• Complete required training and contribute positively to the wider practice team.
• The post holder will not provide clinical advice or make clinical decisions and should seek appropriate support where a patient's needs fall outside agreed care navigation pathways.

Description du poste

Job Description Front of House / Care Navigator The Front of House / Care Navigator is an important member of the patient services team and is often the first point of contact for patients at Lea Wharf Medical. The hourly rate for this role is £12.71£14.00 per hour, with the final rate to be discussed and agreed as part of the recruitment process. The role involves providing a friendly and professional service face-to-face and over the telephone, supporting patients with enquiries and helping them access the most appropriate service or member of the practice team.

Main Responsibilities

• Welcome patients and visitors and manage reception enquiries.
• Answer incoming telephone calls and respond to patient queries.
• Care navigate patients to the most appropriate clinician, service or team using agreed practice pathways.
• Book, amend and cancel appointments in line with practice procedures.
• Support patients with general enquiries, including prescriptions, test results and other administrative requests.
• Accurately record information and maintain patient records on the clinical system.
• Recognise urgent or concerning situations and escape appropriately.
• Manage difficult or sensitive conversations calmly and professionally.
• Maintain patient confidentiality and follow information governance procedures at all times.
• Work closely with clinical and administrative colleagues to support the smooth running of the practice.
• Complete required training and contribute positively to the wider practice team.
• The post holder will not provide clinical advice or make clinical decisions and should seek appropriate support where a patient's needs fall outside agreed care navigation pathways.