Receptionist/Care Navigator

responsible for the daily operations of the front desk and will be responsible

for answering the telephone, scheduling appointments, and performing other

administrative duties. Following practice processes to actively signpost

patients to the most appropriate healthcare professional and service,

whilst handling any complex queries and challenging situations in a

professional manner, ensuring issues are resolved where possible at the first

point of contact.

in an efficient and courteous manner, putting patients at ease and providing

clear concise information.

interactions ensuring that these are documented accurately in EMIS using Ardens

Navigation Template.

calls using a variety of questioning techniques to develop a full picture of

the nature of the patients problem and signpost the patient to the appropriate

care.

Identify potentially serious problems and bring

those to the immediate attention of the correct clinician ie doctor, oncall

doctor

For less serious problems negotiate with the

patient and identify an appropriate timeframe for them to be seen and the

appropriate professional to see them.

Building and maintaining strong relationships with all direct

team members, clinicians and healthcare professionals in the practice.

Developing and maintaining an in-depth knowledge and

understanding of the services provided in the practice and in the wider health

community; be able to use this knowledge to guide the patient to the service,

which is most likely to meet their needs, whether inside or outside the

practice.

Deal appropriately with instructions and queries from clinicians

and outside agencies.

Following

practice standard operating procedures.

Dealing

with patient requests received via Online and Patchs

Responding

to email requests received

Scanning

documents and forwarding for action when required.

Action

tasks received.

Supporting

the pharmacy team with patient prescription requests, both in paper form and

over the telephone.

Processing

and issuing of prescriptions within standard timeframes as per practice policy.

Maintain

strict confidentiality in relation to all issues concerned within the service

and adhere to the requirements of the Data Protection Act 1984, Information

Governance and Caldicott Principles.

Our team includes 5 Partners, 2 Salaried GPs, ANP, 4 Registrars,

2 Practice Nurses, HCA, Pharmacist,

Physiotherapist, Practice Manager, Secretary, Reception Manager and a team of Care

Navigators and Administrative Staff.

We pride ourselves as being one big work family, providing

each other with the necessary support and guidance to achieve the aims and goals

or the practice.

Qualifications

Essential: - GCSEs or equivalent; - Strong written and communication skills required.

Desirable: - Previous experience working in a medical office environment preferred; - Knowledge of EMIS Web