An exciting opportunity has arisen for a Care Navigator to join our friendly and supportive GP Surgery in Worcester.
You will have strong communications skills, attention to detail, a can-do attitude and will be able to deal with both patients and surgery staff face to face and over the telephone in a professional manner.
We are looking for a candidate who is compassionate about providing an excellent service to our patients as well as being a committed Team Player.
The surgery is open from 0800 to 1830 Monday to Friday, and our dedicated Team provides shared cover during this time.
NHS or GP Practice experience is desirable but not essential as full training will be given.
Main duties of the job
The post holder will deliver an efficient and effective reception and administration service to patients, whilst projecting a positive and friendly image and operating within the guidelines of practice policies and protocols. Be the point of contact between patients and Clinicians and to help in the smooth running of the Surgery, whilst maintaining a confidential environment at all times.
Job responsibilities
* Provide the first point of contact for patients and visitors to the practice in a professional manner.
* Handle requests for appointments in line with practice protocol to ensure the efficient running of the practice appointment system.
* Handle home visit requests in line with practice protocol.
* Handle patient queries and enquiries efficiently, both face to face and on the telephone.
* Record and communicate messages for other members of the Practice Team and other agencies accurately and without delay.
* Be the main contact point for non-clinical medication related queries from pharmacies, nursing homes, and other health care professionals.
* Process requests for repeat prescriptions in an accurate and efficient manner.
* Respond to requests for test results from patients and give results where authorized, whilst adhering to guidelines on patient confidentiality.
* Maintain accurate computerized patient records, register new patients on to the clinical system, amend registration details, and input clinical data in line with practice protocol.
* Deal with tasks generated throughout various computerized platforms such as EMIS WEB, Klinik Online Triage, and NHSMail.
* Maintain manual patient records in line with Practice Protocol.
* Develop own role and skills in Care Navigation using available training and support.
* Prepare premises for surgery, ensuring that all consulting rooms and public areas are tidy before and after each surgery session.
* Maintain a clean environment in the surgery at all times.
* Register new patients as required and explain practice arrangements.
* Liaise with third-party practitioners such as District Nurses and Ambulance Services.
* Advise patients of charges for non-GMS services and collect payments for private services accordingly.
* Undertake cover for Extended Access opening and additional clinics outside of core GMS contracted hours.
* Complete all necessary training as required by the business.
* Carry out any relative duties requested by the Partners, Clinicians, Practice Nurses, or Practice Manager.
* Remain calm and prioritize tasks whilst working in a busy environment.
* Maintain a professional attitude in all communication with patients and members of the practice team.
Person Specification
Qualifications
* GCSE grade A to C in English and Maths (or equivalent)
Experience
* Experience of working with people in a customer or client facing service.
* Experience of working within a healthcare, NHS or General Practice environment.
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 to check for any previous criminal convictions.
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