Job Summary
Old Swan Health Centre Group Practice is looking to recruit a part‑time 20‑hour a week Care Navigator / Receptionist to join our busy but friendly team serving 9,200 patients. The successful candidate will have strong IT, communication and customer service skills and the ability to multi‑task in a fast‑paced environment. Full training will be provided.
Key Responsibilities
* Answer high‑volume patient calls in an efficient and courteous manner, providing clear concise information.
* Take clear notes of patient interactions and document accurately in EMIS using the Ardens Navigation Template.
* Triage patient calls using questioning techniques to develop a full picture of the patient’s problem and signpost the patient to appropriate care.
* Identify potentially serious problems and bring them to the immediate attention of the correct clinician.
* For less serious problems negotiate with the patient and identify an appropriate timeframe and professional to see them.
* Build and maintain strong relationships with direct team members, clinicians and other healthcare professionals.
* Develop and maintain an in‑depth knowledge and understanding of the services provided in the practice and in the wider health community, and use this knowledge to guide the patient to the service most likely to meet their needs.
* Deal appropriately with instructions and queries from clinicians and outside agencies.
* Follow practice standard operating procedures.
* Handle patient requests received via Online and Patchs.
* Respond to email requests received.
* Scan documents and forward for action when required.
* Act on tasks received.
* Support the pharmacy team with patient prescription requests, both in paper form and over the telephone.
* Process and issue prescriptions within standard timeframes as per practice policy.
* Maintain strict confidentiality in relation to all issues concerned within the service and adhere to the requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles.
Person Specification
Essential
* GCSEs or equivalent.
* Strong written and communication skills required.
Desirable
* Previous experience working in a medical office environment preferred.
* Knowledge of EMIS Web.
Working Details
* Salary: Depending on experience.
* Contract: Permanent.
* Working pattern: Part‑time.
* Reference number: A5812‑26‑0003.
* Location: Crystal Close, Old Swan, Liverpool, L13 2GA, United Kingdom.
Contact
Practice Manager: Margaret Webster
margaret.webster@livgp.nhs.uk
07958727228
J-18808-Ljbffr