Patient Care Navigator

An exciting opportunity has become available to join our practice as a Medical Receptionist. We are currently recruiting for 30 hours which is part time across 3 days, the working hours are 7.30am-18.00pm Monday-Friday (days to be discussed at interview). We operate from two sites based in central Middlesbrough and Nunthorpe. We are a friendly patient centred practice focusing on excellent patient care with an expanding list size of just under 17,300 patients.

As the first point of contact for our patients, this is an important role. We would welcome applications from friendly, organised, enthusiastic individuals with excellent interpersonal skills, good attention to detail and a passion to provide high quality patient services. You must be caring and empathetic whilst maintaining our excellent standards. Good IT skills are essential.

Main duties of the job:

• Previous experience of working in a GP practice is desirable but not essential.
• Previous experience using SystmOne is desirable but not essential as full training will be given.
• Friendly patient centred individual.
• Excellent customer service and communication skills.
• Organised with good attention to detail.
• Caring and empathetic.
• Team player.
• Sets a high standard.
• Good IT skills are essential.

About us:

Friendly patient centred practice focusing on excellent patient care. Superb clinical and administrative team. Support staff and encourage development.

Job responsibilities:

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

Primary Responsibilities:

• Maintaining and monitoring the practice appointment system.
• Process telephone and requests for eConsults.
• Answer incoming phone calls, transferring calls or dealing with the caller's request appropriately.
• Signpost patients to the correct service.
• Initiating contact with and responding to, requests from patients, team members and external agencies.
• Read code data on SystmOne.
• Photocopy documentation as required.
• Data entry of new and temporary registrations and relevant patient information as required.
• Input data into the patients healthcare records 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.
• Carry out system searches as requested.
• Maintain a clean, tidy, effective working area at all times.
• Monitor and maintain the reception area and noticeboards.
• Support all clinical staff with general tasks as requested.
• Supporting patients using the eConsult system.

Person Specification:

• Educated to GCSE level or equivalent.
• Experience of working with the general public.
• Experience of administrative duties.
• Excellent communication skills (written and oral).
• Clear polite telephone manner.
• Competent in the use of Office and Outlook.
• Good team player.
• Good interpersonal skills.
• Polite and confident.
• Flexible and cooperative.
• Motivated.
• Sensitive and empathetic in distressing situations.
• GCSE Mathematics and English (Level 4 or Grade C) or above.
• Experience of working in a Primary Care setting.

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.