An exciting opportunity has become available to recruit a Patient Navigator within our Patient Services Team. Recruitment is due to the redeployment of staff internally.
The Patient Navigator will act as the first point of contact for patients, helping them navigate our clinical and administrative systems efficiently. You will play a key role in ensuring patients are directed appropriately whether that's to a GP, nurse, pharmacist, or community service while maintaining a caring and professional approach at all times.
We are currently looking to fulfil the following shifts making up 28.5 hours per week:
Thursday 08:00 - 17:00
Friday 08:00 - 17:00
The successful candidate should be flexible and adaptable to be available to cover any sickness and annual leave, under the guidance of the Office Manager. There may also be a need for weekend (Saturday) working to assist with Vaccination and/or other Nurse‑led clinics.
Main duties of the job
The ideal candidate will:
* Have excellent customer care skills and compassion for others, with evidence of experience.
* Be able to deal with anxious and at times demanding patients.
* Possess proficient IT skills and willingness to learn and enhance these.
* Demonstrate flexibility in hours to support the service.
* Be capable of prioritising tasks and remaining calm under pressure.
* Work to a high professional standard, and a high degree of accuracy.
* Have excellent communication skills.
* Previous experience within Primary Care is an advantage, but not essential, as training will be given to the right candidate.
About us
Ruskington Medical Practice is a friendly, patient-focused GP surgery providing high-quality primary care to around 8,000 patients in the heart of Lincolnshire.
We are a dedicated team of GPs, ANPs, UCP, ACP, nurses, and administrative professionals who work closely together to deliver excellent care and a positive experience for every patient. We are supported by Additional Roles staff provided by our PCN partners K2 Healthcare, made up of Clinical Pharmacists, MSK First Contact Practitioners and Mental Health Practitioners and we also work closely with the Neighbourhood Teams and Community Services. We pride ourselves on being approachable, supportive, adaptable and always striving for ways to improve the services we provide to our community.
Job responsibilities
To be the first point of contact for patients at the Practice, responding to all queries and requests for assistance from patients, carers and other visitors. First points of contact may be face to face on our Reception desk or via telephone contacts. Strict policies regarding accessing and handling of all data will be adhered to, whilst ensuring confidentiality.
Ensure efficient handling of patient requests, submitted via our online Total Triage System AccuRx, and the smooth running of the appointment system on our clinical system, and booking appointments as requested for the clinicians.
Be confident explaining practice procedures not only to new patients, but also those seeking temporary registration, ensuring all processes are completed.
Ensure reception area and waiting room are kept neat and tidy (including toilets).
Receive and make calls as required. Divert calls and take messages as appropriate.
Monitor the answering phone cancellation line and act accordingly in line with current processes and protocols.
Advise patients of relevant charges for private services, accepting payments and issue receipts when requested.
Retrieve and re‑file information as required, ensuring the filing process is adhered to (Workflow processes).
Ensure correspondence is scanned into patient electronic clinical records, following workflow processes and protocols.
Follow opening up and closing down procedures for reception, ensuring that security of the building is always maintained supported by Duty Clinician.
Ensure that the telephone system is operational at the start of each working day.
A Duty Navigator will work alongside the Duty Clinician for half a day per week, monitoring incoming requests via online triage in line with current NHSE guidelines for online access during core opening hours.
The successful candidate will support in the learning culture and record any findings for learning events / reflective learning to be discussed and reviewed at monthly full practice meetings.
Any other reasonable duties that may be required from time to time.
Qualifications
* GCSE grade A to C in English and Maths
Experience
* The ability to work both autonomously and within a team, good communication skills both written and verbal.
* Experience dealing with public both face to face, via telephone and responding to emails and online contacts.
* All relevant training and e‑learning will be provided.
* Previous experience of Primary Care within a GP Practice is desirable.
* Experience of Clinical Systems, specifically SystmOne an advantage, as well as experience with MS Office 365 applications and the ideal candidate being proficient in the use of these systems.
* Good customer service skills, with evidence of levels of competency.
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.
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