We are looking for an enthusiastic and empathetic Care Co-ordinator to join our busy and friendly team.This is a fast-paced, varied, and often high-pressure role that sits at the heart of patient care. As a Care Co-ordinator, you will split your time between face-to-face duties at the front desk and handling telephone enquiries, providing the first point of contact for our patients.
You will need to be able to:
* Quickly and accurately assess what a patient needs
* Use your judgement to direct queries to the correct person or service
* Remain calm and professional in a busy environment
* Maintain a high level of confidentiality and empathy at all times
Main duties of the job
The role involves managing complex queries, booking and amending appointments, and ensuring the smooth flow of information between patients and the clinical team. You will develop a detailed knowledge of our services, which will be taught during your training and built on during your day-to-day work.
We're seeking someone who is:
* A strong communicator with excellent interpersonal skills
* Well-organised, resilient, and a great team player
* Comfortable learning new systems and working under pressure
If you're looking for a challenging but rewarding role in a supportive team, we'd love to hear from you.
Hours: approx. 21.5 hours per week. Worked over the following shift pattern:
Tuesday 08:30 - 17:30 alternating with 10:00 - 19:00
Friday 08:00 - 17:00
About us
We are a friendly practice in the Bedminster Down.
The Lennard Surgery team prides itself on collaborative working, good support, a forward-thinking, can-do attitude, and an excellent social environment.
The Lennard Surgery team is comprised of 9 doctors, 5 nursing staff, pharmacists, physio, and an administrative/management/reception team of 14.
We strive to provide a balance of work and life, whilst providing continuity of care for the satisfaction of our 8,500 patients and our practice team.
We offer our team:
WhatsApp groups to keep you in the 'know' and social, a comfortable common room with free fresh ground coffee, teas, squash. We have an ethos of teamwork and support which is why we love to all get together at lunchtime and chat about our day.
Access to the NHS pension
Job responsibilities
Thefollowing are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement tocarry out other tasks. This will be dependent upon factors such as workload andstaffing levels:
* Maintain and monitor the practice appointment system.
* Process personal, telephone and patient triage requests for appointments.
* Answer incoming phone calls, transferring calls or dealing with the callers' request appropriately.
* Signpost patients to the correct service.
* Initiating contact with and responding to requests from patients, team members and external agencies.
* Clinically code data on EMIS.
* Input data into patients' healthcare record as necessary.
* Direct requests for information, i.e. SAR, insurance/solicitors' letters and DVLA forms to the administrative team.
* Manage all queries as necessary in an efficient manner.
* Maintain a clean, tidy, effective working area at all times.
* Monitor and maintain the reception area and notice boards
* Support all clinical staff with general tasks as requested.
* Action incoming emails and correspondence as necessary.
* Complete opening and closing procedures in accordance with the rota.
* Participate in the receptionist rota for lunch and out of hours cover.
* Deputise for other Care Navigators during periods of absence.
Person Specification
Knowledge and Skills
* Experience of working with the general public
* Excellent communication skills (written and oral)
* Clear, polite telephone manner
* Competent in the use of Office and Outlook
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Problem solving and analytical skills
* Ability to follow policy and procedure
* Polite and confident
* Flexible and cooperative
* Motivated
* Forward thinker
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situatios
* Abiility to work under pressure
* Flexibility to change shift patterns if necessary
Experience
* Experience of working with the general public
* Experience of administrative duties
* Experience of working in a healthcare setting
Qualifications
* Educated to GCSE level or equivalent
* GCSE Mathematics and English
* NVQ Level 2 in Health and Social Care
* Experience of administrative duties
* Experience of working in a healthcare setting
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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