Job Summary
We are looking for a friendly and dynamic care navigator to provide outstanding service to our 14,000 patients. A good sense of humour is essential as is the ability to treat patients as individuals and appreciate differences.
Responsibilities
Duties
* Signpost patients to the most appropriate clinician or service and book patient appointments in line with local protocols.
* Deal with general face‑to‑face and telephone enquiries related to patients care from patients, their carers and external healthcare providers.
* Complete all associated administration accurately, in a timely manner and in line with local protocols.
* Maintain high standards of communication and professionalism, recognising the need for alternative methods of communication.
* Ensure all complaints, comments and suggestions are dealt with in accordance with local policies and procedures.
* Demonstrate a flexible and adaptable attitude in managing workload and seeking support from senior staff when required.
* Maintain strict patient confidentiality.
Confidentiality
* In the course of seeking treatment, patients entrust us with sensitive information. Staff must respect privacy and act appropriately.
* Access to confidential information relating to patients, carers, staff and the practice is strictly confidential.
* Information is divulged only to authorised persons in accordance with the Practice policies and procedures.
Health & Safety
* Identify risks involved in work activities and undertake those activities in a way that manages the risks.
* Use training to update knowledge and skills.
* Use appropriate infection control procedures and maintain work areas tidy and safe.
* Report potential risks identified.
Equality and Diversity
* Act in a way that recognises the importance of people’s rights, in line with Practice policies, procedures and legislation.
* Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
* Behave in a welcoming, non‑judgmental manner respecting circumstances, feelings and rights.
Personal / Professional Development
* Participate in an annual individual performance review and maintain a record of personal and professional development.
* Take responsibility for own development, learning and performance and demonstrate skills and activities to others.
Quality
* Alert team members to issues of quality and risk.
* Assess own performance and hold accountability, directly or under supervision.
* Contribute to team effectiveness by reflecting on activities and suggesting improvements.
* Work effectively with individuals in other agencies to meet patients’ needs.
* Manage own time, workload and resources effectively.
Communication
* Communicate effectively with team members, patients and carers.
* Recognise and respond to alternative communication needs.
Person Specification
Skills
* Advanced IT skills.
* Experience with Microsoft software.
Qualifications
* GCSE grade A to C in English and Maths.
Experience
* Experience of working within a customer‑facing environment.
* Desirable: Experience of working in a GP practice.
* Desirable: Experience of using SystmOne.
Salary
£12.82 an hour (per annum). Employment is permanent, full‑time or part‑time. The job is located at Merchiston Surgery, Highworth Road, Swindon, Wiltshire, SN3 4BF, United Kingdom.
J-18808-Ljbffr