About this role
Job summary
Care Navigator Conductors are the first point of contact in GP surgeries, guiding patients to the appropriate services. Your role will provide support to our Total Triage to optimise the patients journey, taking every opportunity to ensure that requests are managed appropriately whilst delivering the best service.
Care Navigator conductors will accurately update patient records including system notes, patient data adhering to GDPR and data protection protocols. Problem solving patient issues effectively, identifying, and escalating urgent problems to clinical staff immediately.
You will be expected to develop and maintain an in-depth knowledge and an understanding of the services provided in the practice, and in the wider health community.
On a rotational basis, covering the reception desk dealing with patient enquiries face to face. Managing patient requests via SystmConnect and actioning in a timely manner. To guide patients on how to use online access tools, the NHS App, and other digital resources.
Part Time Hours - 20 Per Week - Working at Crowle and Skippingdale Sites
Main duties of the job
To manage telephone, face to face and online appointments via SystmConnect and action in a time
To process and effectively signpost patients to the appropriate healthcare professionals and community services
To maintain and monitor practice appointment systems
To use SystmOne to correctly document patient appointments, messages, requests, contact details and correspondence
To ensure patients receive timely, appropriate care, reducing pressure on our GPs and making the best use of the NHS and local support systems
To encourage excellent communication, when meeting and greeting and over the telephone
To inform patients of any delays or cancellation of appointments
To receive samples using the correct protocol
To ensure the receptions waiting areas are kept clean and tidy
About us
Riverside Brigg is a purpose built practice in the centre of Brigg. The branch surgeries are located in Broughton, Crowle, Keadby, and Skippingdale. Five GP partners care for nearly 24,000 patients; we are a Training Practice, host medical students and nurses and also offer work placements. We are a dispensing practice with a pharmacy in Brigg and Broughton and a Dispensary at Crowle and Keadby. The partners have specialist interests in Cardiology, Dermatology, Diabetes, Minor Surgery and Respiratory. The Urgent Care Team manages on the day demand offering emergency appointments and telephone advice. The Practice Nursing Team manage long term conditions. The Practice Pharmacist's manage prescribing and medicines optimisation. The Clinical Team is supported by a multi-professional Administration Team.
Job description Job responsibilities
Main Duties & Responsibilities
Patient Services
To manage telephone, face to face and online appointments via SystmConnect and action in a timely
To process and effectively signpost patients to the appropriate healthcare professionals and community services
To maintain and monitor practice appointment systems
To use SystmOne to correctly document patient appointments, messages, requests, contact details and correspondence
To ensure patients receive timely, appropriate care, reducing pressure on our GPs and making the best use of the NHS and local support systems
To encourage excellent communication, when meeting and greeting and over the telephone
To inform patients of any delays or cancellation of appointments
To receive samples using the correct protocol
To ensure the reception waiting areas are kept clean and tidy
Data Administration
To ensure the security, privacy and confidentiality of patient information in all its forms
To ensure the privacy and confidentiality of patient information in all its forms during its destruction or disposal
General Responsibilities
The Care Navigator Conductor will work collaboratively with the other Care Navigators Conductors, supporting each other and meeting regularly as a team during PLT Training
The Care Navigator Conductor will be expected to establish strong links with external agencies and employees e.g. Pharmacies, Health and Wellbeing Development Practitioners
Person Specification
Experience Essential
Excellent Communication and Interpersonal Skills Good Computer and Keyboard Skills Call Handling Ability To Work As Part Of A Team High Standard Of Accuracy and Recording of Data Flexible Working Approach Empathetic Approach Ability to Work Under Pressure
Desirable
NHS Experience Previous Experience Of Working In Primary Care SystmOne Knowledge Would Be An Advantage
Qualifications Essential
GCSE Grade A to C in English and Maths
Experience Essential
Previous Customer Services Experience
Desirable
Knowledge Of Microsoft Office (Outlook, Word, Excel) Knowledge Of Medical Terminology
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.
Employer details Employer name Riverside Surgery
Address Barnard Avenue
Brigg
DN20 8AS
United Kingdom
Employer's website http://www.riversidesurgerygps.co.uk (Opens in a new tab)