Care Navigator/Receptionist

Job summary

We are looking for somebody to join our team of competent, friendly care navigators.

Are you approachable and friendly, empathetic and have good communication skills, then this could be the position for you

Main duties of the job

To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team.

To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers.

The Care Navigator will also be expected to undertake reception duties as part of the role, supporting the team in delivering a professional service to the entitled patient population. Duties can include but are not limited to welcoming patients and also to assist with total triage requirements, whilst supporting the team with patient registration, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies.

The post-holder will also provide support to the administration team as required.

About us

Richmond clinic is a GP surgery located on Caerleon Road with just over 6k patients.

The practice consists of 3 GP Partners, 2 salaried GP's, 2 nurses, a phlebotomist, 2 admin staff and 6 care navigators.

Job responsibilities

Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition

Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

Process personal, telephone and e-requests for appointments

Action incoming emails and correspondence as necessary

Accurately detail information on patients records within the clinical system

Maintain and monitor the practice appointment system

Initiate contact with and respond to requests from patients, team members and external agencies

Photocopy documentation as required

Data entry of new and temporary registrations and relevant patient information as required

Direct requests for information, i.e., DSAR, insurance/solicitors letters and DVLA forms to the administrative team

Manage all queries as necessary in an efficient manner

Conduct system searches as requested

Support all clinical staff with general administrative tasks as requested

Undertake a broad spectrum of administrative duties commensurate with the role

Be an integral part of the general practice team

Act as a chaperone as required

Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children

Support in the delivery of enhanced services and other service requirements

Undertake all mandatory training and induction programmes

Person specification

Qualifications

Essential

• A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English

Desirable

• Excellent communication skills and effective in communicating and understanding patient needs
• Competent in the use of MS Office and Outlook
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• Ability to use own initiative, discretion, and sensitivity
• Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity
• Ability to work as a team member and autonomously
• Excellent communication skills and effective in communicating and understanding patient needs
• Sensitive and empathetic in distressing situations