Care Navigator

• To have a thorough knowledge of all practice procedures
• To work in accordance with written protocols
• 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.
• 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

• To have a thorough knowledge of all practice procedures.
• To work in accordance of written protocols.
• Pulling/filing notes for surgeries and updating as necessary.
• Email and photocopy as requested.
• Summarising of new patient registration paper and electronic records.

• Receiving patients and dealing with their queries.
• Processing prescription requests.
• Be able to cover all reception position as necessary.
• Process patient samples as and when required.
• Processing incoming and outgoing mail.

• Care navigates patients.
• Process appointment requests for today/future appointments from patients by telephone and in person.
• Deal with visits/requests.

• Registrations of new patients computer data entry and medical records
• Process patients changes of address computer data and medical records (have knowledge of practice area)
• Process prescription requests in accordance with practice guidelines.
• Managing the practice safehaven email account.
• Scanning patient paper information onto their electronic patient record.
• Work through and complete the EMIS task board.
• Work through and complete all EMIS workflow queries.
• Process the online patient queries.

• Have working knowledge of telephone system.

• Clear rooms after surgeries.
• Ensure building security making sure buildings are secure doors and windows are closed and alarm is set.
• Report/log any IT/telephone/building maintenance repairs as per practice procedure.
• Flexibility to work at different sites to cover according to the rota allocation and attend meetings.
• Complete allocated Health and Safety checks/tasks.
• Any other tasks allocated by managers.

Essential

• Experience of working in administration is essential for this role.
• GCSE Grade A to C in Maths and English / or equivalent qualification

Desirable

• Experience of working in a GP Surgery would be advantageous, but not essential as full training will be provided. Experience of working in a customer service environment would be beneficial for this role.