Job Overview
Modality Partnership Hull Division has 2x full time vacancies for a Care Navigator (Receptionist). The postholders will work at one of the following sites: Alexandra Health Centre, Diadem Medical Practice, New Hall Surgery, or West Hull Health Hub, or cross sites when required within the Hull Division of the Modality Partnership. The postholder will provide support to the patients, doctors, practice manager, and all other members of the extended Primary Care Team, ensuring smooth running of the Practice on a day-to-day basis as an integral part of the patient services team. We are seeking dedicated postholders to join our team who can display our CARE values: Commitment, Accountability, Respect, and Excellence.
This job is suitable for individuals who are problem-solvers, enjoy interacting with patients and service-users, have a passion for providing high-quality customer service, and ensuring patients have a positive experience.
As an employee, you can benefit from:
* Enrolment to the NHS pension scheme
* Annual leave minimum 27 days, plus 8 days bank holiday pro rata
* Employee discounts and benefits scheme
* Employee assistance programme (EAP)
* Education and career pathways
* Enhanced Family friendly policies
* Flexible working
* Wellbeing support and initiatives
If you are interested in learning more, please read on.
Main Duties of the Job
The role is an all-rounded, patient-facing and back-office administration role; we are seeking individuals who are caring, compassionate, and confident, who demonstrate effective communication, excellent customer service skills, IT skills, and the ability to support patients with general enquiries and signpost them to the most appropriate team member or service. The postholder will be a key member of the practice team, responsible for completing a variety of tasks including dealing with patient requests i.e. appointment booking, general enquiries in person and over the telephone, as well as performing a number of administrative duties.
The role is not a regular 9am-5pm job and is not a pure reception role; the job requires innovation, flexibility, and commitment, and the postholder will be required to work resourcefully as part of the team to ensure tasks are completed.
Overview of Your Organisation
We are one of the largest GP super-partnerships in the UK, serving over 450,000 patients and with a workforce of 1500+. We are unique, always looking at ways to improve our delivery of services through the implementation of new and innovative solutions that we can scale across the organisation. Your job is to work directly with key stakeholders to help us harmonise ways of working and improve working practices to enhance patient and staff satisfaction.
Modality Partnership is an Equal Opportunities Employer and is committed to ensuring equal employment opportunities for all our potential applicants in line with the Equality Act, 2010.
Job Description
* Interact with patients to provide and process information in response to enquiries, concerns, and requests about NHS/Practice services.
* Ensure that all patients have a positive experience.
* Work as part of the reception team in a professional manner to provide high-quality reception, administration, and support services to all clients, visitors, GPs, and Allied Health Professionals.
* Follow all relevant standard operating procedures, policies, and charters to ensure working in an efficient and courteous manner at all times.
* Provide a professional call handling service and associated administration duties.
* Embed and sustain an ethos of care navigation throughout the team, providing advice and guidance and signposting patients to the most appropriate clinician/service.
* Record all essential information accurately.
Key Duties & Responsibilities
* Receive and greet patients, clients, and visitors to the Practice in a welcoming and professional manner.
* Engage with patients/clients; provide advice and proactively signpost patients and clients to the most appropriate clinician/service (care navigation).
* Deal with any verbal queries, concerns, or complaints from patients, clients, visitors professionally and escalate to the Patient Services Manager as appropriate.
* Take telephone calls and online requests from patients and accurately record all essential information on the clinical system, System One.
* Provide accurate and up-to-date information to answer the enquiries of patients, clients, and visitors.
* Identify callers or patients requiring immediate emergency response and refer to the appropriate clinician or service.
* Accurately maintain and update appointment systems, booking in patients and visitors in line with practice procedures.
* Answer/make telephone calls in a professional manner ensuring important information is documented and redirected accordingly.
* Assist with the call and recall of patients.
* Undertake registrations/deductions of patients at the practice following Modality procedures.
* Promote the participation of the Family and Friends Test to patients, clients, and visitors.
* Collate the Family and Friends Tests results and add them onto SharePoint site.
* Undertake a variety of administration duties including preparing and printing repeat prescriptions.
* Accurately maintain and update both computerised and manual filing systems.
* Ensure reception, waiting areas, and clinical rooms are maintained in a clean and tidy state.
* Open and lock up the reception area at the beginning and end of the day.
* Act as a chaperone for doctors as requested.
* Arrange for an ambulance for patients as and when requested by the clinician.
* Notify the team leader of any equipment or IT failures.
* Receive and receipt cash and cheques from patients and clients for non-NHS services.
* Attend meetings as required.
* Provide guidance and training to new members of staff.
* Maintain patient and staff confidentiality in line with the Data Protection Act.
* Provide holiday and sickness cover for reception and other administration duties as required.
* Receive paperwork associated with requests from outside agencies.
* Receive and distribute external and internal post.
* Advise the Line Manager of any problems and take appropriate action as directed.
* Undertake any other duties commensurate with the scope of the role and within your skill set as requested.
NB: This job description outlines the key duties expected of you within the role of Care Navigator but is not an exhaustive list. It may be amended in line with experience, business requirements, and as a result of any future organisational change.
If you feel this is the ideal career and are looking for a daily challenge, we welcome your application to join our growing team of likeminded people.
Pre-employment Requirements:
* Vaccinations: We will be checking the vaccination status of all new starters.
* Right to Work Checks: All applicants invited for interview will need to prove their right to work in the UK.
* References: References must be secured prior to beginning employment.
* Employment History: You must notify us of any employment gaps of 6 weeks or more.
Person Specification:
* Qualifications and Experience:
o Customer service principles and practices
o Basic medical terminology
o Reception protocols
o Basic telephone call management
o NHS systems
o Knowledge of/experience from within NHS/General Practice (desirable)
o Previous call-handling experience (desirable)
* Knowledge:
o Confident and welcoming demeanour
o Professional approach to work
o Good telephone manner
o Strong team player
o Exercises tact and discretion at all times
o Demonstrates initiative to handle unforeseen events during a shift
o Demonstrates flexibility towards new working practices and hours
* Skills:
o Customer service orientation
o Excellent listening, communication, and interpersonal skills
o Problem-analysis and problem-solving
o Administrative and organisational skills
o Ability to follow policies, practices, and protocols
o Stress tolerance
o Computer-literate and adaptable in using different software
Job Types: Full-time, Permanent
Pay: £22,369.26 per year
Benefits:
* Company pension
* Cycle to work scheme
* Health & wellbeing programme
Experience:
* Providing care: 1 year (preferred)
Licence/Certification:
* Driving Licence (preferred)
Work Location: In person
Application Deadline: 15/11/2024
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