Care Navigator/Receptionist
Job summary
The Care Navigator (Receptionist) plays a key role in supporting patients to access appropriate healthcare and community services. Acting as a bridge between patients and healthcare professionals, the Care Navigator helps to streamline care pathways, improve patient experience, and reduce the workload on GPs by managing non-clinical queries and guiding patients through the healthcare system
Main duties of the job
- Engage with patients to identify their health and social care needs.
- Provide guidance and support to patients in accessing appropriate services, including booking appointments and making referrals.
- Manage non-clinical patient enquiries and signpost to relevant resources, reducing demand on GP time.
- Maintain accurate and confidential records of patient interactions and referrals.
- Collaborate with healthcare professionals to coordinate patient care and improve service delivery.
- Participate in team meetings, training, and quality improvement initiatives.
- Promote self-care and preventative health measures to patients.
About us
We are a successful and aspirational suburban practice run by an innovative team of professionals who are looking for similarly committed and quality-driven colleagues. Our work environment is friendly, informal and extremely learning focused.
Job description
Job responsibilities
SPECIAL REQUIREMENTS OF THE POST
Ability to use own judgment, resourcefulness and be able to work under pressure without direct supervision.To have excellent communication skills and patience.To be reliable and flexible.
To observe strict confidentiality on all matters relating to the practice and its patients.
MAIN DUTIES AND RESPONSIBILITIES
1. Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
2. Deal with all general enquiries, explain procedures and make new and follow-up appointments.
3. Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
4. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
5. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
6. Enter requests for home visits onto computer as per procedure, and into the visit book if requested by doctor ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
7. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.
8. Prepare lists (if required) for all surgeries and clinics held, ensuring completion of any associated paperwork.
9. Ensure adequate supply of stationery, is available for doctors and re-order as necessary.
10. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
11. Enter patient information on to the computer as required.
12. Patient notes and correspondence:
a) Ensure correspondence, reports, results etc are scanned promptly on to the correct records, ensuring that all recent correspondence is available when patients are seen.
b) Ensure paper records are kept in good repair with all necessary information on the outside cover clearly visible.
13. Record details of accidents, verbal complaints from patients and any unpleasant, intimidating or threatening behavior by patients to staff, inform Practice Manager for investigation and possible action.
14. Premises:
a) Open up premises at the start of the day when first to arrive, de-activate alarm if necessary switch computers on and make all necessary preparations to receive patients.
b) When last to leave at the end of the day ensure telephone transfer is on and ensure computers, portable electrical appliances ie fans, heaters etc and internal lights are all switched off. Ensure that the building is totally secured and the alarm activated.
15. Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
This is not intended to be an exhaustive list of responsibilities, but to indicate the main areas of responsibility. It may be changed after consultation with the post-holder.
Person Specification
Qualifications
- Good standard of education
- Understanding of Microsoft Office
- A demonstrable commitment to professional development
- Experience of working in a public reception environment
- Experience of dealing with the public via telephone
- Experience of Emis clinical system (preferable but not essential)
- Experience of Microsoft Office software
- Experience of dealing with the public/patients
Experience
- Good standard of education
- Understanding of Microsoft Office
- A demonstrable commitment to professional development
- Experience of working in a public reception environment
- Experience of dealing with the public via telephone
- Experience of Emis clinical system (preferable but not essential)
- Experience of Microsoft Office software
- Experience of dealing with the public/patients
Qualities/Attributes
- An understanding, acceptance and adherence to the need for strict confidentiality
- Ability to use own judgement, resourcefulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of an integrated multi-skilled team
- Pleasant and articulate
- Able to work under pressure
- Able to work in a changing environment
- Able to use own initiative
- Excellent keyboard and computer skills
- Excellent communication skills
- Basit 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.
Employer details
Employer name
The Strand Medical Centre
Address
272 Marsh Lane
Bootle
Liverpool
Merseyside
L20 5BW
United Kingdom
Employer's website
https://www.strandmedialcentre.nhs.uk