Care Navigator/ Receptionist in Cockermouth

We are looking for an enthusiastic and reliable Care Navigator/s to work up to 35 hours per week or potentially two new members to share these hours. We are open for full or part time roles. You will be required to work shifts between 7.15am and 6.30pm Monday to Friday. You may be required to cover holidays and sickness at short notice and be as flexible as possible. You will be an excellent communicator and be passionate about maintaining high quality and effective patient services. You will communicate with our patients over the telephone, face to face and electronically. Experience working within General Practice is advantageous but not a prerequisite of the post as full training will be given and you will be working alongside experienced and supportive colleagues. You will require excellent communication, administrative and organisational skills and must be able to work under pressure.

Main duties of the job:

• Receive and direct patients and visitors on arrival at the reception area in a friendly and courteous manner.
• Assisting patients with self check-in and completion of triage forms.
• Provide help to patients and visitors with general enquiries.
• Ensure that patients requiring urgent assistance are dealt with safely, promptly and coordinating with clinicians on duty.
• Assist with patients complaints, enlisting the help of a senior colleague when needed.
• Good knowledge of administrative duties: Referrals, non NHS paid work, scanning, medical coding & summarising.
• Good knowledge of prescriptions, ordering, issue of medication time frame, destination of pharmacy/chemist.
• Be the first impression of the surgery: professional, caring and efficient.
• Managing the call queue as a team.
• Answer telephones promptly in a polite and professional manner.
• Accurately process incoming triage forms, signposting, booking appointments and transferring to the triage clinician for review.
• Respond and carefully action triage forms that have been reviewed by the triage clinician and make appointment instructed.
• Use of digital software to contact patient via text message, provide self booking links or telephoning to make appointment.
• To register new and temporary patients.
• Complete tasks sent via the clinical system.
• Scanning incoming documents to patient notes.
• Ensure confidentiality is maintained for patients attending the practice and hospital at all times.
• To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors or managers.
• To attend reception meetings when scheduled.
• To attend training when scheduled.
• To support and mentor new staff.
• To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible.

Qualifications - Essential:

• A minimum of 3 GCSEs at grade C or above (or equivalent).
• NVQ Level 2 in Customer Care/ Administration or a minimum of 2 years experience within a customer led environment.
• Microsoft office software training.

Experience - Essential:

• Experience of working in busy customer led environment.
• Previous experience of working with direct contact with the public.
• Previous reception or call centre knowledge.
• Ability to work independently and part of team.
• Excellent customer care skills.
• Ability to work accurately with attention to detail.
• Enthusiastic and motivated.
• Friendly and approachable.
• Flexible approach to office hours.
• Willingness to learn and undertake further training.
• Calm and patient manner.
• Reliability.
• Ability to prioritise and work under pressure.