GP Practice Care Navigator

We have a vacancy in our Reception team this role includes reception duties, answering the phone, making outgoing calls and administration tasks relating to patient records.

Rota Pattern:

Normal working hours will be Monday to Friday between 07.45
-18.30 up to maximum of 37.5hrs (to be discussed at interview). There may be some occasions where working outside these core hours are required.

Post holders must be flexible to change days/hours if required.

As a care navigator you are the first port of call for all incoming communication within an active and busy GP practice. You will be responsible for liaising with the practice team, patients, hospitals, care homes and third party organisations.

Within this role you will need to have excellent communication skills and maintain a professional manner at all times. You will be responsible for maintaining patient bookings and amending if necessary, complying with patient confidentiality and GDPR. Be able to undertake multiple tasks while working to time constraints. There will also be a requirement to cover the reception desk on an ad hoc basis.

To answer phones to incoming calls in a timely, polite, and patient focused manner

To take telephone calls from patients and accurately make/cancel appointments and record all essential information on EMIS.

On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality.

Identify callers requiring an immediate emergency response and elevate the calls to clinical team as per protocol.

To direct patients over the phone to the appropriate professionals or services through signposting or direct to the care navigator

Deal with patients enquiries in relation to results, and book appointments when required

Cover the reception front desk as required

Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act

Advise the Team Leader of any problems and take appropriate action as directed

We are a 3 partner GP practice based in Penrith, serving over 11,500 patients, rated CQC Outstanding and we are also a training practice.

This role is based within our Practice Support Team (PST) consisting of:
Care Navigators, Record Administrators, GP Assistant, Clinical Administration/Medical Secretary and a Meds team.

Experience not necessary but would be advantageous, Full training will be given.

To answer phones to incoming calls in a timely, polite, and patient focused manner

To take telephone calls from patients and accurately make/cancel appointments and record all essential information on EMIS.

On receipt of patient call, search computerised patient records, checking patient details and patient confidentiality.

Identify callers requiring an immediate emergency response and elevate the calls to clinical team as per protocol.

To direct patients over the phone to the appropriate professionals or services through signposting or direct to the care navigator

Deal with patients enquiries in relation to results, and book appointments when required

Maintaining confidentiality at all times with particular reference to patient confidentiality and Data Protection Act

Advise the Team Leader of any problems and take appropriate action as directed

Contribute to the continuous improvement of service provision communicating service user feedback to the Team Leaders where appropriate

To ensure that at the end of shift working areas are left clean and tidy

To perform any other relevant duties that may be dictated by the changing needs of the service

Participate in practice meetings, in training and other activities

Processing requests for appointments, visits and telephone consultations, and ensuring patients are directed to the appropriate healthcare professional

Processing and distributing incoming (and outgoing) mail. Taking mail to the post office.

Taking messages and passing on information

Provide and receive routine information, to inform work colleagues, patients and clients

Receive sensitive information and ensure this information is relayed correctly

Exchange information with patients, relatives and staff…