Care Navigator (Reception & Admin)

• Call handling
• Emails / admin / tasks
• Sample handling
• Open up / lock up when needed
• Scanning / Filing / SARs

• To have a thorough knowledge of all practice procedures
• To work in accordance with written protocols
• We are a SystmOne practice, so experience using SystmOne would be preffered, but training can be provided
• Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
• Answering and care navigating high volume calls
• Deal with all general enquiries, explain procedures and make new and follow-up appointments
• Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are dealt with in a logical and non-disruptive manner
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Advise patients of relevant charges for private services, accept payment and issue receipts
• Open up premises at the start of the day and ensure the building is secure when leaving at the end of the day
• Scanning documents in accordance with Practice guidelines
• Action tasks within a timely manner
• Complete all annual Mandatory training as appropriate

Essential

• GCSE educated
• Good timekeeping and punctuality
• Empathy, compassion and acceptance of others' beliefs and cultures is non-negotiable
• Excellent Customer Service experience
• Computer literate in all Office 365 (Teams / Excel / Word etc)
• Good Listening skills and attention to detail and accuracy
• Professional verbal and written communication skills are essential
• Excellent command of spoken and written English
• Able to demonstrate flexibility and adaptability in a changing environment
• Able to work constructively with internal and external parties to resolve issues
• Ability to work under pressure while maintaining a positive professional attitude
• Ability to work as part of the team
• Able to multi-task and prioritise

Desirable

• Experience working in a GP Practice preferred
• Experience of using SystmOne preferred
• Understanding of additional languages advantageous
• Knowledge of medical terminology