Job summary
This role is for 30 hrs per week
The pay is £ per year pro rata to whole time hours of hrs per week
Have you got excellent customer service skills?
Are you able to think on your feet?
Enjoy a challenge?
Thrive in helping people?
Happy to go the extra mile?
Want someting new?
Look no further, we have a role you will want!
We hope you will want to be one of our two new team members in Patient Services, its a challenging role with lots of variety. We all work very hard across the entire organisation to provide the best care we can to our patients and support each other in doing this.
Main duties of the job
The role involves working in a very busy call centre environment including front of house duties; you will be the first point of contact for stakeholders signposting in a timely manner to the relevant service. The working hours are over 7 days (majority of hours currently Monday to Friday) which includes evenings and Saturdays on a rota basis plus annual leave cover for other team members. General computer skills are essential, experience of Emis Web would be an advantage. Successful candidates who have been selected for interview will be contacted by e-mail within 10 working days of the closing date for applications. If you have not heard by this time unfortunately you have been unsuccessful.
About us
Our team comprises of Partners, salaried GPs, Nurses, HCAs,TNA's Registrar's, F2 Gp and PA's who look after over 22700 patients, many of which have been with us across generations over two sites. All of our clinical staff are supported by a well-established management and admin team comprising of over 40 staff of differing roles. All the team get together in our staff room for coffee, food and a catch up every day, it offers a supportive environment to bounce ideas around and get to know one another!
If you bake cake its a winner - we all love cake!
Job description
Job responsibilities
The CareNavigator plays a key role as a member of the Patient Services team inproviding efficient, helpful and sympathetic care to Practice patients,developing skills in equating Practice protocol with patients demands. Through sensible use of initiative, flexibleapproach and working to consistent high standards of accuracy, he/she willprovide valuable help and support to the Partners and all colleagues in thePrimary Health Care team. You will beexpected to manage, plan and prioritise tasks efficiently and effectively toachieve and maintain a high standard of patient care.
The Post holderwill show absolute respect and regard to confidentiality of patient informationat all times.
In addition tothis, it is essential that:
1) Enquiries from patients are efficiently andcourteously handled.
2) Distributionof documents is undertaken efficiently and promptly
3) That the surgery premises are kept tidy.
Dimensions
Marsden RoadHealth Centre and Wawn Street Surgery are training practices operating from a purpose built buildings
Prime Responsibilities
Messaging/Telephone
To receive andaccurately and appropriately pass on messages via all mediums (including, butnot restricted to, telephone, paper, in person and electronic) while acting inan efficient and helpful manner and according to protocol.
Reception General
1. Attend to queries in a helpful and efficient manner.
2. Arrive patients using the computer systems or help them to self check-in.
3. Ensure waiting patients are kept informed of doctors running late.
4. Handling small amounts of cash for private services.
5. Receive deliveries appropriately ( vaccines to go in fridges).
Request for Home Visits
Request for homevisits to be received and dealt with in accordance with procedure
Signposting
Undertakeinformed choice conversations with patients to enable then to get help from thecorrect professional or service in a timely manner. Use tools made available to facilitate andcontinually develop/improve this process
Prescriptions
Distribution ofacute prescriptions for GPs signing. - in accordance with procedure.
Scanning
Accuratelyscanning patient information ( letters, results etc.) onto computer inaccordance with procedure.
Lab Results
Giving results topatients when they ring the surgery following the code of confidentiality atall times.
General
Clerical work asdelegated also to include ensuring post taken to post office daily.
Chaperoning
Providingchaperone service to GP as and when required, in accordance with procedure.
Records
Patient recordsto be made up for all new patients joining the list. Record storage admin for offsite recorddeposit/retrieval
Computer
General use ofcomputer facilities as directed in various aspects of reception/records work.
Stock Control
Responsibilityfor maintaining levels of stock as delegated.
Patient Experience
Initial point ofcontact for complaints. Discuss patient concerns and try to find a satisfactorysolution to straightforward queries with the patient. Escalation as per practice protocol whenappropriate and then Practice Management team.
Building Security
Opening andclosing up of the building on some occasions
Working alone for short periods
A team leader isavailable during this time, contactable by telephone
Miscellaneous responsibilities
Ongoing concernfor welfare of patients and security of premises. Maintenance of all the areas of Practice andequipment in tidy and presentable order at all times, as per the Health and SafetyGuidelines.
AdditionalRequirements
6. Maintaining and adhering to Practice Health and Safety policies
7. Agreement to take up necessary training as required
8. Occasional overtime if required
9. Wearing of a practice uniform.
10. Any Other reasonable duties as directed by the Practice Manager or reception Team leader within the scope of this post.
11. Liaison with outside agencies, Hospitals, Nursing Homes, Chemists etc
Knowledge Skills, Training and Experience
After a period ofinduction, you will receive support and ongoing on the job training supportedby procedures and protocols on all areas of the job required of you. However, you will be expected to attend Mandatorytraining in the form of Confidentiality, Health & Safety, Fire and CPR.
Theoretical and practical knowledge
o General Computer skills
o Pleasant, helpful and effective telephone manner
o Competence in written and spoken English
o Competent in the use of office equipment iephotocopier, fax
Professional or Specialists Knowledge
o Knowledge of EMIS clinical system
Analytical
o Judgments involving facts or situations ieprescription/results queries
o Receiving and issuing prescription requests
o Exercise judgment when dealing with patientinquiries; analyse and resolve patient problems ambulance bookings,hospital queries
Planning and Organisational
You will berequired to organize your own day to day task or activities referring to yourTeam Leader when necessary.
o Ensure practice standards/deadlines are met ie, repeatprescriptions, scanning etc
Communication & Relationship Skills
You will beexpected to provide and receive routine information which may require a certainamount of tact or persuasive skills. Forexample making and rearranging appointments and giving out appropriateinformation to patients as regards clinics and surgeries. You will come into contact with many patientswith problems ie elderly, hard of hearing, mentally ill and you will beexpected to deal with each patient with sensitivity, tact understanding,empathy and reassurance.
WORKINGRELATIONSHIPS
12. General Practitioners
13. Practice Manager
14. Other members of patient services/clinical coding/secretarial team
15. Members of Practice/Community nursing team
16. Other members of the Primary Health Care Team
17. Patients
18. Outside agencies
Key Result Areas
Patient/Client Care:
You will beexpected to provide general non clinical advice, information, guidance orancillary services directly to patients, relatives or carers working withinpractice policy and procedures. Thiswill be done either face to face or telephone. Area of information you will be giving out:
19. Pathology results
20. Taking and relaying messages etc.
21. Provide general non clinical advice
22. Advice to patients about surgery times and availability
Policy and Service Development:
There are policiesand procedures covering all aspects of your job, you are expected to followthese effectively and efficiently taking on board any changes as they arereviewed by your Practice manager orTeam Leader
Financial and Physical Resources:
You will be expectedto observe a personal duty of care with equipment under your direct control
23. Computer, printer, scanner, photocopier etc.
Human Resources:
24. Demonstrate own activities to less experienced employees
25. Demonstrate activities to new starters
Information Resources:
This postinvolves data entry onto the clinical system which may include entering homevisits. This should be done accuratelyand with care following the practice procedures at all times.
Research and Development:
None in this post
Freedom to Act:
This postrequires that you work within clearly defined policies and procedures withclose supervision of the Team Leader when necessary. However some initiative will be necessary whendealing with repeat prescriptions or pathology following guidance from practiceprotocols.
Effort andEnvironment:
Physical
There is little physicaleffort required in this post. This willentails a small amount of walking, standing, sitting. However there is a certaindegree of computer work which demands good keyboard skills.
Mental
A certain amount ofconcentration will be required when dealing with patient queries to understandwhat the problem/query is and how this can be resolved. Certain tasks will also need concentrationespecially transferring of patient notes, repeat prescriptions, and giving outresults.
Emotional
Occasional exposure todistressed or emotional circumstances.
o Distressed patients
o Bereaved relatives
o Telephone calls from distressed patients.
Working Conditions
There isa staff room and kitchen where staff have their breaks. Work stations are adequate and clean. Howeverthere may be occasional exposure to unpleasant conditions:
o Exposure to hazards
o Verbal, aggressionfrom patients
o VDU use
Person Specification
Qualifications
Essential
26. GCSE (or equivalent) English
Desirable
27. Customer Service
Experience
Essential
28. Customer service experience for at least 12 months
Desirable
29. Telephone and face to face customer service experience
30. working with the public
31. Knowledge of emis web