Newhall Surgery is looking for a motivated, empathetic, customer service orientated person to join our busy Care Navigation Team. The post holder will have a positive attitude, good listening and communication skills and be a team player. Previous primary care or customer based service experience is required. This is a varied role and much of the work undertaken will be of a highly confidential and sensitive nature.
There is plenty of scope for development within the role; the Practice embraces change, welcomes new ideas and encourages progression and growth. Newhall Surgery wishes to continue to provide an excellent service for our growing patient population.
Part time hours are offered, however, the successful candidate would need to be available to work both the morning and the afternoon shifts as necessary with daily working hours between 8.00am and 6.30pm. The hours required are between 30 and 37.5 hours per week, the working pattern to be agreed with the successful candidate.
Main duties of the job
The post holder will work within our busy Care Navigation Team answering the telephone, dealing with patient enquiries, booking appointments, undertaking tasks for our clinical teams, signposting patients to internal and external services and generally providing a high standard of patient liaison.
The post holder will be able to demonstrate excellent verbal and written communication skills, be able to organise and prioritise a busy workload and work to tight deadlines whilst maintaining confidentiality and demonstrating tact and diplomacy. Attention to detail is of paramount importance as there will be a high level of contact with patients and their individual data. Some data will be of a highly sensitive nature.
The post holder will need to be able to work within and understand the importance of policies and procedures around patient information, data sharing, information governance and confidentiality.
Please be aware that this job is demanding. You will be dealing with patients who are ill and potentially stressed. You will be their first port of call. Empathy and understanding with a willingness to help provide a solution following Practice Protocols is the key to this very important role.
About us
Newhall Surgery has a list size of approximately 11,200 patients. We have an active Patient Participation Group and endeavour to liaise well within the local community. We are active on Facebook and receive good on-line reviews.
Our clinical staff consists of three GP Partners, four GP's, two registrars, GP Trainees, Advanced Clinical Practitioner, Advanced Clinical Practitioner / Nurse Manager, Nursing Team, Clinical Pharmacists, a Care Coordinator and a GP Assistant.
We also have committed and professional management, administrative, secretarial and care navigation teams.
We are a friendly Practice who believe that communication, team working, well-being and learning are vital to the success of our organisation.
We also have two 'get togethers' per year to help support our internal communication processes and the feeling of 'family' within the organisation.
The Partners are very supportive of staff and place a high value on their learning and development.
Job responsibilities
Please see the attached Job Description and Person Specification for full details of the Care Navigator role.
Person Specification
Personal Qualities
* - Polite and confident - Flexible and cooperative - Excellent interpersonal skills - Motivated and proactive - Ability to use initiative and judgement - High levels of integrity and loyalty - Sensitive and empathetic in distressing situations - Ability to work under pressure - Flexibility to work outside of core office hours - Disclosing Barring Service (DBS) check
Experience
* - Working with the general public in a customer service role.
* - Understanding of medical terminology - Working in a NHS primary care environment
Skills
* - Ability to prioritise
* - Delegate and work to tight deadlines in a fast-paced environment
Qualifications
* - Good standard of education with literacy and numeracy skills.
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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