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Care Navigator / Receptionist - A1764-24-0002

Gloucester

To provide front of house customer service to all stakeholders with a positive and professional image at all times. This will include directing patients to the appropriate healthcare professional, booking of appointments and answering queries. Day to day administration duties to be dealt with effectively and efficiently in line with the practices policies and protocols.

This role will cover all aspects of reception with the inclusion of some administrative duties.

Main duties of the job

• Maintaining and monitoring the practice appointment system.
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
• Navigation of patients to the correct healthcare professional.
• Distributing incoming mail, email and footfall enquiries.
• Taking messages and passing on information.
• Processing repeat prescriptions in accordance with practice guidelines.
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• Actioning administration tasks ensuring tasks are dealt with professionally and in a timely manner.
• Registering new patients ensuring accurate data entry.
• Processing deductions for patients leaving the practice.
• Forwarding clinical correspondence to the correct staff member.
• Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy.
• Keeping the reception area, noticeboards and leaflet dispensers tidy and up to date and free from obstructions and clutter.
• Undertake training formally or informally as the business dictates.
• Any other tasks that are required from time to time as directed by the management team.

About us

We are seeking a Receptionist / Care Navigator who shares our ethos of respect, quality, community & teamwork.

You will be welcomed into a loyal team working with dedicated, supportive and friendly staff.

We are looking for a candidate to fill part time hours. Hours can be discussed in more detail at interview. Flexibility will be needed from time to time to cover other days or shifts, according to the needs of the practice.

Job description

Job responsibilities
Candidates should have:

• Good understanding and empathy towards patients.
• Experience of using own initiative.
• Practical experience of using computers.
• Ability to perform under pressure.
• Ability to be proactive.
• A team worker, friendly and approachable.
• Ability to act with the utmost of confidentiality and sensitivity.
• Able and willing to provide cover for sickness and holidays with the team.
• Excellent communication skills, both face to face and on the phone. I.T and keyboard skills.
• Ability to handle situations of potential conflict.
• Problems solving. Interpersonal skills.
• Willingness to embrace change.
• Willingness to develop and learn new skills.

Job Description

• Welcome patients attending for appointments and any other visitors to the practice, ensuring a professional and efficient reception service is provided and respecting patient confidentiality at all times.
• Manage face to face contacts with patients effectively signposting patients to the appropriate healthcare professional, administrator, secretary or external agency depending on the presenting request.
• Answer incoming phone calls, dealing with the callers requests, signposting them appropriately to a member of our healthcare team or other agencies and administration duties.
• Initiating contact with, and responding to, requests from patients, other members of the practice team and other healthcare professionals.

Person Specification
Essential Criteria
Essential

• Good standard of general education
• GCSE English or equivalent
• GCSE Mathematics or equivalent.
• Experience of using own initiative.
• Good understanding and empathy towards patients.
• Practical experience of using computers.
• Successful practical experience of working in a team.
• Planning and organisation.
• Ability to perform under pressure.
• Adaptable and flexible to change.
• A team worker.
• Friendly and approachable.
• Ability to act with the utmost of confidentiality and sensitivity.
• Self-motivated.
• Able and willing to provide cover for sickness and holidays with the team.
• Well presented.
• Excellent communication skills, both face to face and on the phone.
• IT and keyboard skills.
• Ability to handle situations of potential conflict.
• Problems solving.
• Interpersonal skills.
• Willingness to develop and learn new skills.
• Ability to prioritise tasks and work on initiative.
• Excellent organisational and time management skills.
• Attention to detail and accuracy in work with good literacy skills.

Desirable

• Practical experience of working in a medical reception environment.
• Knowledge of Systm1 clinical computer systems.

Disclosure and Barring Service Check

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.

Closing date for applications: 31 December 2024

Salary: £11.44 to £11.88 an hour

Hours Per Week: Part Time - Permanent

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