Job summary The Care Navigator is a key front-line position responsible for managing the first impressions of the practice. This role involves greeting patients, managing communication between patients and medical staff, and facilitating patient access to appropriate healthcare services efficiently. The Care Navigator plays a crucial role in guiding patients through the complexities of healthcare interactions, ensuring they receive timely and appropriate care. Key responsibilities include scheduling appointments, managing patient records, answering phone calls, and providing patients with information about healthcare services. The Care Navigator will ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality and compliance with healthcare regulations. This position requires excellent communication skills, strong organisational abilities, and a patient-centric approach to service delivery. Main duties of the job Front Desk Management: Appointment booking Telephone Enquiries eConsultations: Process eConsultations received. Patient Records Management Summarising: Coding and scanning Any other administrative work as required. Healthcare Provider Liaison Resource Navigation: Patient Follow-Up Resource Management Safety Protocols Feedback Collection Service Enhancement Initiatives Training Participation Knowledge Upgrading About us The Mayflower Medical Group has recently been acquired by the Fuller and Forbes Partnership who oversee GP Surgeries across the country. The Organisation has sites in Plymouth, Exeter, Barnstaple, Leeds, Burnley and Gateshead. Our 5 sites across Plymouth provide care to 35,000 patients. We are looking to expand our administration and care navigation team by recruiting enthusiastic and committed staff members who are focused on improving the care provided by the surgeries. Date posted 05 November 2024 Pay scheme Other Salary £11.50 an hour Excluding discretionary sick pay bonus Contract Permanent Working pattern Full-time, Part-time Reference number A2381-24-PLYM Job locations Stirling Road Surgery, Plymouth PL5 1PL Trelawny GP Surgery 45 Ham Drive Plymouth Devon PL2 2NJ Ernesettle Medical Centre 21 Ernesettle Green Plymouth PL5 2ST Mount Gould Medical Centre Mount Gould Road Plymouth PL4 7PY Mannamead Surgery 22 Eggbuckland Road Plymouth PL3 5HE Job description Job responsibilities Role duties Patient Interaction and Support: Front Desk Management: Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors. Appointment booking: Efficiently manage appointment scheduling using the practices systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation. Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members. Administrative Responsibilities: eConsultations: Process eConsultations received. Patient Records Management: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements. Summarising: Summarisation of medical records as required. Coding and scanning: Scan and code patient correspondence. Any other administrative work as required. Communication and Coordination: Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments. Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services. Patient Follow-Up: Conduct follow-ups with patients regarding future appointments, treatment plans, and healthcare management strategies. Facility Support: Resource Management: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials. Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff. Quality Improvement: Feedback Collection: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination. Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness. Professional Development: Training Participation: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management. Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and patient care technologies to continually improve service quality. Miscellaneous: The Practice recognises that the role above is wide and varied is evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role. Job description Job responsibilities Role duties Patient Interaction and Support: Front Desk Management: Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors. Appointment booking: Efficiently manage appointment scheduling using the practices systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation. Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members. Administrative Responsibilities: eConsultations: Process eConsultations received. Patient Records Management: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements. Summarising: Summarisation of medical records as required. Coding and scanning: Scan and code patient correspondence. Any other administrative work as required. Communication and Coordination: Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments. Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services. Patient Follow-Up: Conduct follow-ups with patients regarding future appointments, treatment plans, and healthcare management strategies. Facility Support: Resource Management: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials. Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff. Quality Improvement: Feedback Collection: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination. Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness. Professional Development: Training Participation: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management. Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and patient care technologies to continually improve service quality. Miscellaneous: The Practice recognises that the role above is wide and varied is evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role. Person Specification Qualifications Essential Core GCSEs; additional training in customer service, administration, or related field is preferred Experience Essential Experience Proven experience in a receptionist or customer service role preferably in a healthcare setting Experience with medical terminology and understanding basic healthcare operations is beneficial Technical Skill Proficiency in using medical office software including patient management systems and SystmOne. Strong computer skills including proficiency with Microsoft Office applications particularly Word and outlook. Communication Skills Excellent verbal and written communication skills necessary for interacting effectively with patients and healthcare providers. Ability to handle sensitive information confidentially and interact professionally with diverse individuals. Organisational Skills Exceptional organisational and time management skills able to manage multiple tasks and priorities in a fast-paced environment. Detail-oriented with a focus on accuracy and precision especially in scheduling and record-keeping. Desirable Customer Service Strong customer service orientation with the ability to remain patient and empathetic while handling patient inquiries and concerns. Skills in conflict resolution and ability to manage stressful situations calmly and effectively. Adaptability Flexible and adaptable to change with the ability to quickly learn new systems and adapt to evolving healthcare practices. Willingness to take on additional responsibilities as needed to support the practice. Teamwork Ability to work effectively as part of a team supporting other staff members and contributing to a collaborative work environment. Experience in supporting a team administratively including arranging meetings and preparing materials and facilitating communication. Patient Interaction Experience in guiding patients through their healthcare journey providing support and clear instructions regarding healthcare services. Competence in managing patient flows ensuring efficient and satisfactory service delivery. Additional Competencies Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations. Proactive in personal development seeking opportunities to enhance skills and knowledge related to healthcare administration and patient care. Person Specification Qualifications Essential Core GCSEs; additional training in customer service, administration, or related field is preferred Experience Essential Experience Proven experience in a receptionist or customer service role preferably in a healthcare setting Experience with medical terminology and understanding basic healthcare operations is beneficial Technical Skill Proficiency in using medical office software including patient management systems and SystmOne. Strong computer skills including proficiency with Microsoft Office applications particularly Word and outlook. Communication Skills Excellent verbal and written communication skills necessary for interacting effectively with patients and healthcare providers. Ability to handle sensitive information confidentially and interact professionally with diverse individuals. Organisational Skills Exceptional organisational and time management skills able to manage multiple tasks and priorities in a fast-paced environment. Detail-oriented with a focus on accuracy and precision especially in scheduling and record-keeping. Desirable Customer Service Strong customer service orientation with the ability to remain patient and empathetic while handling patient inquiries and concerns. Skills in conflict resolution and ability to manage stressful situations calmly and effectively. Adaptability Flexible and adaptable to change with the ability to quickly learn new systems and adapt to evolving healthcare practices. Willingness to take on additional responsibilities as needed to support the practice. Teamwork Ability to work effectively as part of a team supporting other staff members and contributing to a collaborative work environment. Experience in supporting a team administratively including arranging meetings and preparing materials and facilitating communication. Patient Interaction Experience in guiding patients through their healthcare journey providing support and clear instructions regarding healthcare services. Competence in managing patient flows ensuring efficient and satisfactory service delivery. Additional Competencies Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations. Proactive in personal development seeking opportunities to enhance skills and knowledge related to healthcare administration and patient care. 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 Fuller and Forbes Partnership Address Stirling Road Surgery, Plymouth PL5 1PL Employer's website http://bramleyonline.co.uk/ (Opens in a new tab)