Would you like to work in a forward thinking, happy and well organised GP Practice where you will feel part of the team, well supported, and enjoy genuine work-life balance? Due to internal promotion, we are looking for a new member for our team.
Your core responsibilities will be working front of house at the reception desk, answering our telephones, dealing with appointments and queries from our patients, and working through administrative tasks.
You will be required to maintain a professional and friendly manner and work well within a large team. We are looking for someone with natural customer service skills and the ability to understand and respond to individual patient needs, ensuring that our patients are always looked after. Experience within a similar role is desirable; however, full training will be given.
Main duties of the job
* Friendly and outgoing personality
* Empathetic and responsive to patient needs
* Ability to use own initiative
* Ability to think on your feet and under pressure
* Discretion & Confidentiality
* Previous experience in a similar role
* Competent user of Microsoft Office programmes
* Knowledge of/experience in a healthcare setting
* Previous experience or training in Customer Service
* Greeting patients and other Healthcare Professionals
* Booking appointments
* Giving out test results
* Supporting the clinical team with a range of administrative tasks
* Checking patients in on the clinical system
About us
The James Cochrane Practice has a long-standing reputation for excellent patient care. As the largest General Practice in the South Lakes area, we have a registered list of over 17,500 patients and operate from 2 sites in Kendal. We are looking for an energetic and professional Care Navigator who is proactive and works well on their own initiative to join our busy team.
We can offer you:
* Access to the competitive NHS Pension Scheme
* 27 days annual leave plus Bank Holidays
* Access to NHS discounts with many retailers and leisure companies
Job responsibilities
Job Title: Care Navigator
Hours of work: 37 WTE hours per week
Primary Location: The James Cochrane Practice, Helme Chase Surgery, Kendal, LA9 7HR and Maude Street Surgery, Kendal, LA9 4QE
Line Manager: Office Manager
£12.00 per hour
Accountable to: Practice Operations Manager
Responsible for: Enabling access to efficient and appropriate medical care
Job Summary: Provide a professional first line response to all callers, whether in person, by telephone, or electronically. Ensuring all medical administration duties are performed effectively and to the required standard, meeting the objectives of the practice.
Primary Responsibilities
* Care Navigation
* Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed correctly
* Receiving telephone and personal requests and enquiries from patients and ensuring sufficient information is collected for triage purposes, making appointments/dealing with requests as required
* Keeping up to date with changes in procedures and information affecting the post
* Ensuring that mail and specimens are ready for collection by the courier
* Attend to any ad hoc IT issues, for example replacement of toners, printer issues etc. Ensure public areas are kept clean and tidy
* Attending team meetings and practice learning sessions
* Open and close of premises procedures
Core administration responsibilities
* Signpost patients to the correct service
* Process personal, telephone and e-requests for appointments
* Answer incoming phone calls, transferring calls or dealing with the caller's request appropriately
* Initiating contact with and responding to, requests from patients, team members, and external agencies
* Photocopy documentation as required
* Data entry of new and temporary registrations and relevant patient information as required
* Input data into the patients' healthcare records as necessary
* Manage all queries as necessary in an efficient manner
* Maintain a clean, tidy, effective working area always
* Monitor and maintain the reception area and notice boards
* Ensuring general office areas are kept tidy and safe in accordance with the Health and Safety and Fire policies. Reporting any defects or unsafe practices to the Practice Manager
* Support all clinical staff with general tasks as requested
* Completing opening and closing procedures in accordance with practice policy
* Partake in audit as directed by the audit lead
* Answering general enquiries explaining surgery procedures, giving results to patients after the doctor has made the necessary comments, making new and follow-up appointments
* Receiving and recording requests for home visits
* On a PLT day, ensure that the telephone message is telling patients that we are closed for staff training. Also restoring telephone services in the morning after the PLT
* Ensuring that Practice Notes, Docman, and AccuRx messages and e-mails are dealt with in a timely manner and efficiently
* Communicating information about any unresolved or urgent matter
* Maintaining confidentiality regarding patient issues and the affairs of the practice
Person Specification Care Navigator
Qualifications
* Educated to GCSE grade A-C equivalent in Maths and English
* Desire to learn and develop skills within the role
* Evidence of continuing education / professional development
* IT literacy to European Computer Driving License Equivalent
* Experience of working in a primary care or healthcare setting
* Awareness of Quality and Outcomes Framework and Quality Improvement Scheme Frameworks, indicators
Aptitudes and skills
* Effective keyboard skills and good spelling
* Work ethic, self-starter, able to work autonomously
* Self-motivated, articulate, and diplomatic
* Effective time management (Planning & Organising)
* Ability to work as a part of a team and autonomously
* Ability to deal with members of the public in a courteous and understanding manner
* Excellent interpersonal skills, able to communicate with and understand a range of stakeholders
* Excellent written and oral communication skills
* Ability to plan, manage, monitor, and deliver activities to time and agreed specification
* Ability to follow policy and procedure
Personal Qualities
* Professional demeanour and conduct
* Promotes organisational values
* Polite and confident
* Flexible and cooperative
* Flexibility regarding rotas and working patterns
* Ability to use own judgement, resourcefulness, and common sense in response to patients' enquiries and requests
* Ability to work under time pressure
* Commitment to ongoing professional development
* Punctual and committed to supporting the team effort
* Sensitive and empathetic in distressing situations
* Initiative and Judgement (knowing when to ask for help)
Other requirements
* Flexibility to work outside of core office hours on occasion
* Pre-Employment Check Clearance
* Ability to travel between GP practice sites
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.
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