Receptionist / Care Navigator in Leeds

Bramley Village Health and Wellbeing Centre is looking for a Care Navigator full-time, the role will be based predominantly at our Middleton Park site (LS10 4HT) but travel to our other sites at Bramley (LS13 2BL) and Cottingley (LS11 0HJ) may be required. The Care Navigator is a key front-line position responsible for managing the first impressions of the practice. This role involves greeting patients, managing communication between patients and medical staff, and facilitating patient access to appropriate healthcare services efficiently. The Care Navigator plays a crucial role in guiding patients through the complexities of healthcare interactions, ensuring they receive timely and appropriate care.

Key responsibilities include:

• Scheduling appointments
• Managing patient records
• Answering phone calls
• Providing patients with information about healthcare services

The Care Navigator will ensure that all patient interactions are handled with empathy and efficiency, maintaining confidentiality and compliance with healthcare regulations. This position requires excellent communication skills, strong organisational abilities, and a patient-centric approach to service delivery.

Main duties of the job:

• Front Desk Management: Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors.
• Appointment booking: Efficiently manage appointment scheduling using the practice systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation.
• Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members.
• Administrative Responsibilities: Process eConsultations received, maintain and update patient records with accuracy, summarisation of medical records as required, scan and code patient correspondence, and perform any other administrative work as required.
• Communication and Coordination: Act as a liaison between patients and healthcare providers, ensuring that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments.
• Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services.
• Patient Follow-Up: Conduct follow-ups with patients regarding future appointments, treatment plans, and healthcare management strategies.
• Facility Support: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials. Maintain cleanliness and safety of the reception area, complying with health and safety guidelines.
• Quality Improvement: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination. Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness.
• Professional Development: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management. Stay updated on new healthcare regulations, insurance policies, and patient care technologies.

The Practice recognises that the role above is wide and varied and evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role.

Person Specification:

• Core GCSEs; additional training in customer service, administration, or related field is preferred.
• Proven experience in a receptionist or customer service role preferably in a healthcare setting.
• Experience with medical terminology and understanding basic healthcare operations is beneficial.
• Proficiency in using medical office software including patient management systems and SystmOne.
• Strong computer skills including proficiency with Microsoft Office applications particularly Word and Outlook.
• Excellent verbal and written communication skills necessary for interacting effectively with patients and healthcare providers.
• Exceptional organisational and time management skills able to manage multiple tasks and priorities in a fast-paced environment.
• Strong customer service orientation with the ability to remain patient and empathetic while handling patient inquiries and concerns.
• Ability to work effectively as part of a team supporting other staff members and contributing to a collaborative work environment.
• Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations.

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 to check for any previous criminal convictions.