Receptionist / Care Navigator

Overview

An exciting opportunity has arisen at Pendle View Medical Centre in Brierfield, Lancashire for an enthusiastic Medical Receptionist / Patient Care Navigator to join our busy, but supportive team.

Main duties include confidently handling incoming telephone calls and signposting patients to the appropriate service or healthcare professional in a courteous, efficient, and effective way.

You will process appointment requests from patients by telephone or the relevant NHS approved communication tool, following the Care Navigation protocol.

You will deal with general enquiries, liaising with clinicians and other staff, and undertake some administrative duties as required.

Experience within General Practice and the ability to use EMIS Web software are desirable.

Excellent IT skills and proficiency in Microsoft Office applications are essential.

We are looking to recruit an efficient and enthusiastic person for 25 hours a week on a rota basis.

The hours are spread over 5 days between 08 : 00 and 18 : 30, with potential short-notice changes to cover sickness and annual leave.

You will be required to cover extended hours from 18 : 30 to 20 : 30 one evening per week on a rota basis.

Main duties of the job

The suitable team member will need excellent customer service and communication skills and must be flexible for sickness / holiday cover in a busy, computerised surgery (open 08 : 00–18 : 30 plus extended hours until 20 : 30).

Process appointment requests from patients by telephone or via the approved NHS communication tool, following the Care Navigation protocol.

Provide a professional and comprehensive information support service to the practice team.

Undertake a range of clerical tasks, including data input and operation of the EMIS Web system.

Provide a point of reception contact for patients and act as a focal point of communication between patients, doctors, and other staff.

About us

We are a 4-partner practice with just over 8,000 diverse patients, with a team of sessional GPs, a Practice Nurse, Nurse Associates, Health Care Assistants, Clinical Pharmacist and Admin teams.

We are a research practice with 1 research practitioner, and we are also a training practice with students on placement throughout the year.

There is also the opportunity to join the NHS Pension Scheme.

Job responsibilities

JOB SUMMARY

Main duties include dealing with incoming telephone calls confidently and signposting patients to the appropriate service or healthcare professional in a courteous, efficient, and effective way.

Process appointment requests from patients by telephone or the relevant NHS approved communication tool, following the Care Navigation protocol.

Provide a professional and comprehensive information support service to the practice team.

Undertake clerical tasks, including data input and operation of the EMIS Web system.

Act as a point of reception contact for patients and facilitate communication between patients, doctors, and other staff.

Person Specification

Qualifications

GCSE grade A to C (or equivalent) in Maths and English.

Experience

Experience of dealing with the public.

Good written and oral skills.

Excellent telephone skills.

Good IT skills.

Excellent communication skills.

Ability to work under pressure.

Initiative and common sense.

Self-motivation.

Understanding and adherence to strict confidentiality.

Previous work experience in General Practice with knowledge of EMIS Web.

Previous experience in dealing with the public or customer care in a reception environment.

Demonstrated commitment to professional development.

Experience of routine administration tasks (e.g., filing, record-keeping).

Additional

IT skills (including knowledge of Microsoft products).

Ability to work as part of an integrated, multi-skilled team.

Ability to work in a changing environment.

Enthusiasm for the job and interest in medical reception work.

Flexibility of working hours and a tidy, personable, friendly, and approachable manner.

Experience dealing with difficult patients.

Caring attitude.

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 to submit a disclosure to the Disclosure and Barring Service (formerly CRB) to check for any previous criminal convictions.

£12.21 per hour, National Minimum Wage as per Gov.uk guidance.

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