Overview
Overview We are seeking a dedicated and compassionate Care Navigator to join our team. The ideal candidate will play a pivotal role in assisting patients and their families in navigating the healthcare system, ensuring they receive the necessary support and resources. This position requires strong organizational skills, excellent communication abilities, and a commitment to providing exceptional customer service.
Duties
* Serve as the primary point of contact for patients, addressing inquiries and providing guidance throughout their healthcare journey.
* Assist with scheduling appointments and managing calendars to ensure timely access to care.
* Maintain accurate patient records through data entry, filing, and documentation management.
* Provide front desk support, including managing multi-line phone systems and greeting patients with professionalism.
* Collaborate with healthcare providers to coordinate care plans and follow-up services.
* Ensure compliance with office management protocols while maintaining a welcoming environment for patients.
* Support administrative functions such as clerical tasks, customer support, and general office duties as needed.
Skills
* Proficient in Emis clinical system
* Excellent organisational skills with the ability to manage multiple tasks efficiently
* Previous experience as a medical receptionist is preferred
* Demonstrated proficiency in time management and phone etiquette to handle patient interactions effectively
Main duties of the job
GENERAL ADMINISTRATION
Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers. Processing and distributing incoming and outgoing mail. Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying, and scanning. Cover sickness/annual leave and work reasonable overtime when required, including some weekends. Undertake statutory and mandatory training as required.
APPOINTMENT SYSTEM MANAGEMENT
Book/edit/cancel appointments and recalls ensuring sufficient information is recorded to retrieve medical records. Deal with home visit requests, carefully noting all details. Arrange transport to hospital appointments for housebound patients. Care navigate effectively using protocols, training and tools provided. Operate modern general practice model as per training provided.
MEDICAL RECORDS MANAGEMENT
Ensure that all records are accurately compiled in advance for each consulting session. Retrieve and refile records as required, ensuring that strict alphabetical order is adhered to. Ensure correspondence, reports, results, etc., are filed in the correct record. Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover.
About us
Our team is the most important part of the culture here at Ince surgery, staff wellbeing is a priority and staff feel valued and appreciated.
Atmosphere is always professional, calm and happy and both staff and patients benefit from this.
Job responsibilities
We are looking to appoint a Receptionist/Administrator AKA Care Navigator to join our busy GP practices, who will be the first point of contact for arranging patient clinics, liaising with clinical and admin staff together with patients, as well as carrying out general office management tasks. You will have a good telephone manner and experience of booking appointments proving strong organisational skills.
You will be responsible for the arrangement of clinics, liaising with clinical and admin staff together with patients. You will manage general administrative duties within the practices and work with our established processes, policies and procedures to provide a comprehensive high quality service and deal efficiently and courteously with patient enquiries and bookings.
You will have excellent communication skills, a compassionate and friendly nature who can operate in a busy, demanding environment with a range of people and professions, as you will be working in our clinical and administration teams.
Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community.
This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.
IT skills are essential, as you will be regularly creating searches, data input and monitoring our achievements and progress against national, local, and internal targets.
Person Specification
Experience
* Experience of working in a clinical/NHS setting
* Experience working in primary care
* Experience working with EMIS clinical system
Qualifications
* GCSE grade A to C in English and Maths
* Qualification in business administration
* Qualification in customer service
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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