Receptionist/Care Navigator in Liverpool

Old Swan Health Centre Group Practice is looking to recruit a part time Care Navigator/Receptionist for 20 hours per week to join our busy yet friendly team serving 9,200 patients. The ideal candidate will have experience working in a GP practice or office environment and possess IT, communication and customer service skills. Previous experience is not essential as training will be provided.

Main Duties of the Job

The Care Navigator is responsible for the daily operations of the front desk, 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 while handling any complex queries and challenging situations professionally, ensuring issues are resolved where possible at the first point of contact.

Job Responsibilities

• Answering high volume calls from patients in an efficient and courteous manner, putting patients at ease and providing clear concise information.
• Taking clear and concise notes of patient interactions ensuring they are documented accurately in EMIS using Ardens Navigation Template.
• After appropriate training, triaging patient calls using a variety of questioning techniques to develop a full picture of the nature of the patient's problem and signpost the patient to the appropriate care.
• Identifying potentially serious problems and bringing those to the immediate attention of the correct clinician (doctor, on call doctor).
• For less serious problems negotiating with the patient and identifying 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; using this knowledge to guide the patient to the service most likely to meet their needs, whether inside or outside the practice.
• Dealing appropriately with instructions and queries from clinicians and outside agencies.
• Following practice standard operating procedures.
• Dealing with patient requests received via Online and Patchs.
• Scanning documents and forwarding for action when required.
• Supporting the pharmacy team with patient prescription requests both in paper form and over the telephone.
• Processing and issuing prescriptions within standard timeframes as per practice policy.
• Maintaining strict confidentiality in relation to all issues concerned within the service and adhering to the requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles.

Qualifications

• GCSEs or equivalent.
• Strong written and communication skills required.
• Previous experience working in a medical office environment preferred.
• Knowledge of EMIS Web.

Disclosure and Barring Service Check

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.