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

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

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.