Receptionist / Care Navigator

• Deliver care navigation as a core function of the role, acting as the first line of contact for patients.
• Use the I.C.E. model (ideas, concerns, expectations) to gather essential information from patients.
• Ensure patients are directed to the right place, right person, at the right time, utilising in-house protocols, procedures, and online consultation tools as appropriate.
• Provide consistently high standards of customer service and maintain professionalism in all patient interactions.
• Work collaboratively across the wider practice, supporting colleagues in a flexible and integrated manner.

Essential

• In-depth SystmOne familiarity, with aspects of the GMS contract GCP trained
• Customer care experience
• Excellent IT skills, including spreadsheets
• Mathematics and English language GCSEs grade 4 / C
• Relaxed, positive and friendly manner
• Tolerant, empathetic and caring approach
• An understanding, acceptance and adherence to the need for strict confidentiality, and equality and diversity
• Committed to own professional development and a willingness to obtain necessary training and participate in on-going development
• Flexibility and ability to adapt to change
• Confident in dealing with sensitive and difficult situations with staff and patients
• Ability to work autonomously, be self-directed, work on own initiative and take responsibility for managing own workload as well as working effectively within a multi- disciplinary team