Care Navigator/Receptionist

Kingston Health is a busy teaching practice serving 10,000 patients. We are looking to recruit an Experienced Care Navigator, part-time. This is an exciting opportunity to join a well-established and high-performing practice to improve the service we offer to patients whilst supporting the GPs. You will provide a friendly, confident and professional service to our patients. You will be able to demonstrate good communication and organisational skills. You will have the ability to work both independently and as part of a wider team; to use initiative and discretion.

Main duties of the job

The successful candidate for the Care Navigator position must be experienced, enthusiastic and organised person who is able to work flexibly and effectively as part of a team. You would have previous experience working as a Receptionist or Care Navigator in a busy environment, preferably in an NHS or medical setting but this is not essential for the right candidate. You must be IT competent, be polite with an excellent telephone manner as well as great interpersonal and face-to-face communication skills.

Job responsibilities

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
• Administration: To have a thorough knowledge of all practice procedures, to work in accordance of written protocols, pulling/filing notes for surgeries and updating as necessary.
• Reception: Receiving patients, consulting with members of practice team, be able to cover all reception positions as necessary.
• Appointments: Process appointment requests for today/future appointments from patients by telephone and in person. Deal with visits/requests.
• Computer: Registrations of new patients, computer data entry and medical records, process patients changes of address, process repeat prescription requests in accordance with practice guidelines.

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential.

Health & safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:

• Using personal security systems within the workplace according to practice guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Actively reporting of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role.
• Undertaking periodic infection control training (minimum annually).
• Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
• Work effectively with individuals in other agencies to meet patients' needs.
• Effectively manage own time, workload and resources.

Communication

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognize people's needs for alternative methods of communication and respond accordingly.

Contribution to the implementation of services

The post-holder will:

• Apply practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.
• Any other duties appropriate to the role.

Person Specification

• Qualifications: GCSE Grade A to C or equivalent. NVQ level 2 or above in Customer Service. Previous call handling experience desirable. Knowledge of system one.
• Experience: Experience working in primary care.
• 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 (formerly known as CRB) to check for any previous criminal convictions.