Job summary
An exciting opportunity has arisen for an enthusiastic motivatedand hardworking Health Care Navigator to join the reception team at Wolseley MedicalCentre. Applications are welcome from experienced receptionists who havealready undergone training in care navigation. Applicants without directlyrelevant experience would need to be able to demonstrate exceptionalcommunication skills and have the ability to learn new information quickly.Experience of SYSTMONE is particularly an advantage.
As a Health Care Navigator, you will work as part of amultidisciplinary team of clinical and non-clinical staff to coordinate andfacilitate an effective communication link with our patients and their carers,to enable appropriate and timely responses to both urgent and non urgent healthcare needs. The successful candidate will share our values and have the energy,skills and enthusiasm to contribute to shaping how we support our patients.
The practice provides services for a diverse population,therefore it is essential that you are able to communicate sensitively andeffectively with people from a variety of backgrounds and those whose firstlanguage may not be English.
This listing will be closed as soon as sufficient applicants have been received.
Main duties of the job
Duties will include performingreception duties, booking appointments, dealing with patients both face to faceand on the telephone therefore must have excellent customer service skills anda good telephone manner. You will need the ability to record accurate andsensitive information.
About us
Wolseley Medical Centre is along established training and teaching practice situated in the centre of thecity of Hull. We are a cohesive and supportive group of people, who enjoyworking together. We are proud of the service we collectively deliver to ourpatient population.
We offer a competitive salary,free on site car parking, good access to local transport, paid lunch break, NHSpension and private health scheme.
Job description
Job responsibilities
The following are the core responsibilities of the carenavigator. There may be, on occasion, a requirement to carry out other tasks;this will be dependent on factors such as workload and staffing levels.
1. Process and effectively signpostpatients to the appropriate healthcare professional, depending on thepresenting condition
2. Answerincoming phone calls, transferring calls or dealing with the callers requestsappropriately
3. Process patient requests for appointments
4. Processrepeat prescription requests
5. Initiatecontact with and respond to requests from patients, team members and externalagencies
6. Photocopydocumentation as required
7. Inputdata into the patients healthcare records as necessary
8. Manageall queries as necessary in an efficient manner
9. Support all clinical staff with general tasks as requested
10. Action incoming emails when necessary
11. Scan patient-related documentation and attach scanned documentsto patients healthcare records
12. Complete opening and closingprocedures in accordance with the duty rota
13. Maintain a clean, tidy, effective working area at all times
14. Undertake all mandatory training and induction programmes
Person Specification
Qualifications
Essential
15. Educated to GCSE level or equivalent
16. Excellent communication skills (written and oral)
17. Strong IT skills
18. Clear, polite telephone manner
19. Competent in the use of Office and Outlook
20. Ability to work as a team member and autonomously
21. Good interpersonal skills
22. Ability to follow clinical policy and procedure
Desirable
23. Active signposting or Care Navigator training qualification
24. Customer Service qualification (NVQ) or equivalent
25. Knowledge of Systmone clinical system
26. Medical Terminology
Experience
Essential
27. Experience of working with the public
28. Experience of customer service
Desirable
29. Experience of working in a primary care environment
30. Experience of working in a healthcare setting
Personal Qualities
Essential
31. Polite and Confident
32. Flexible and cooperative
33. Motivated
34. Problem-solver with the ability to process information accurately and effectively
35. High levels of integrity and loyalty
36. Ability to work under pressure/in stressful situations
37. Able to communicate effectively and understand the needs of the patient
38. Punctual and committed to supporting the team