Receptionist​/Care Navigator

Old Swan Health Centre Group Practice is looking to recruita part-time (20 hours per week, 1.30 pm - 6.30 pm) Care Navigator/Receptionist to join our busy but friendly team serving 9,200 patients. The ideal candidate will have experience ofworking in a GP Practice or office environment and have a good knowledge of EMISWeb. Previous experience is not essential as training will be provided.

This role will be perfect for an enthusiastic, self-motivated person who has a passion for delivering excellent patient care. The successful candidate should be confident, professional with excellent telephone skills andthe ability to multi-task in a fast-paced environment.

The Care Navigator is responsible for the daily operations of the front desk and will be responsible for answering the telephone, scheduling appointments, and performing other administrative duties. Following practice processes to actively signpost patients to the most appropriate healthcare professional and service,whilst handling any complex queries and challenging situations in aprofessional manner, ensuring issues are resolved where possible at the firstpoint of contact.

Our team includes 5 Partners, 3 Salaried GPs, 4 Registrars,2 Practice Nurses, HCA, ANP, Pharmacist,Physiotherapist, Practice Manager, Secretary, Reception Manager and a team of Care Navigators and Administrative Staff.

We pride ourselves as being one big work family, providing each other with the necessary support and guidance to achieve the aims and goalsor the practice.

KEY

DUTIES AND RESPONSIBILITIES:

• Answering high volume calls from our patients,in an efficient and courteous manner, putting patients at ease and providing clear concise information.
• Take clear and concise notes of patients interactions ensuring that these are documented accurately in EMIS using Ardens Navigation Template.
• After appropriate training, triage patient calls using a variety of questioning techniques to develop a full picture ofthe nature of the patients problem and signpost the patient to the appropriate care.
• Identify potentially serious problems and bring those to the immediate attention of the correct clinician ie doctor, oncalldoctor
• For less serious problems negotiate with the patient and identify an appropriate timeframe for them to be seen and the appropriate professional to see them.
• Building and maintaining strong relationships with all direct team members, clinicians and healthcare professionals in the practice.
• Developing and maintaining an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service,which is most likely to meet their needs, whether inside or outside the practice.
• Deal appropriately with instructions and queries from clinicians and outside agencies.
• Following practice standard operating procedures.
• Dealing with patient requests received via Online and Patchs
• Scanning documents and forwarding for action when required.
• Supporting the pharmacy team with patient prescription requests, both in paper form andover the telephone.
• Processing and issuing of prescriptions within standard time frames as per practice policy.
• Maintain strict confidentiality in relation to all issues concerned within the service and adhere to the requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles.

• GCSEs or equivalent
• Strong written and communication skills required.
• Previous experience working in a medical office environment preferred
• Knowledge of EMIS Web

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.