This is a very busy practice with 5 Partners and 8,200 patients which can make the role challenging at times.
We are looking for someone who is flexible, comfortable using different IT systems, has excellent customer service skills and an enthusiasm to learn.
Previous experience in a similar role is an advantage although full training will be given.
Main duties of the job
The Care Navigator Team Leader role includes both reception and administration work/duties.
Main responsibilities include:
1. Efficient management and direction of the Care Navigator team
2. Front of house customer service and signposting
3. Assisting patients with queries on the phone/face to face
4. EMIS clinical system use
About us
This is a very busy, friendly practice with a supportive, committed team. The successful candidate will need to be able to line manage a team, cope well under pressure, prioritise and think on their feet.
Benefits include NHS Pension Scheme, free on-site parking, Blue Light Card Discount Scheme Membership (on application).
Job responsibilities
1. Maintaining and monitoring the practice appointment system
2. Processing personal, telephone and e-requests for appointments
3. Answering incoming phone calls, transferring calls or dealing with the caller's request appropriately
4. Monitoring of the phone system, bringing to the attention of the Care Navigator team when there are excessive queue waiting times for patients
5. Signposting patients to the correct service
6. Initiating contact with and responding to requests from patients, team members and external agencies
7. Photocopying documentation as required
8. Data entry of new and temporary registrations and relevant patient information as required
9. Inputting data into the patients' healthcare records as necessary
10. Directing requests for information i.e. SAR, insurance/solicitors letters and DVLA forms to the administrative team
11. Managing all queries (Internal and external) as necessary in an efficient manner
12. Carrying out system searches as requested
13. Maintaining a clean, tidy, effective working area at all times
14. Monitoring and maintaining the reception area and notice boards
15. Supporting all clinical staff with general tasks as requested
16. Scheduling minor ops clinics, ensuring the spreadsheet is updated regularly
17. Processing incoming and outgoing mail
18. Processing all DNA letters in accordance with current policy
19. Overseeing the Care Navigators, ensuring they achieve their primary responsibilities daily
20. Assisting with completing staff appraisals as required
21. Identifying and delivering team training where required
22. Compiling team rotas
23. Line managing all Care Navigator staff, supporting staff development, providing guidance and direction, ensuring they are up to date with mandatory training
24. Authorising annual leave requests, ensuring staffing levels are maintained at all times
25. Liaising with the Patient Services Lead regarding work flow, call handling and team productivity
26. Collating and signing of overtime sheets
27. Reviewing and updating all team procedures as required
28. Supporting the management team in the compilation of practice reports and the practice development plan
29. Developing, implementing and embedding efficient processes and procedures to adhere to extant legislation
30. Coordinating the provision of staff ensuring sufficient cover is provided for periods of leave and other staff absences
31. Providing initial guidance and advice to patients who wish to complain
32. Managing all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
33. Acting as building fire marshall, ensuring evacuation lists are current and that the visitors log is used appropriately
34. Summarising newly registered patients' notes
35. Scanning and/or read coding of information onto patient medical records in line with practice scanning and read coding procedure
Person Specification
Qualifications
* Educated to GCSE level or equivalent
* GCSE Mathematics & English (C or above)
* AMSPAR Qualification
* NVQ Level 2 in Health and Social Care
Experience
* Experience of working with the general public
* Experience of receptionist/secretarial/administrative duties
* Experience of leading a team
* Experience of working in a healthcare setting
Skills
* Excellent communication skills (written and oral)
* Clear, polite telephone manner
* Competent in the use of Office and Outlook
* Effective time management (Planning & Organising)
* Ability to work as a team member and autonomously
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