About this role
Job summary
Youll support patients and visitors from their first contact with the practice, helping them access the right care and services. As a key member of the administration team, youll provide a friendly, responsive service while helping the practice run smoothly.
What youll do
- Welcome patients, carers and visitors, responding to enquiries clearly and professionally
- Signpost patients to the right services and care pathways
- Coordinate appointments and maintain accurate information using SystmOne
- Support day-to-day administration, including correspondence, records, scanning and filing
- Work flexibly with colleagues to provide reliable cover when needed
Main duties of the job
What were looking for:
- NVQ Level 2 in Business Administration or Customer Service, or equivalent knowledge and experience
- Good administration, customer service and communication skills
- Confidence using Microsoft Word and appropriate word-processing skills
- Strong organisation, time management and ability to prioritise your workload
- A team-focused approach and flexibility to meet service needs
We welcome applications from people with different backgrounds and experiences. We value fairness, respect, inclusion and ideas that help us improve services for everyone.
About us
At CHPL, were passionate about people and we know that you are too, thats why were here isnt it? We recognise that high quality care is delivered by high quality professionals who are appreciated, respected and supported, which is why we want to give all our colleagues the chance to shine.
Work with us and youll be more than just a number.
Job description
Job responsibilities
The role of Care Navigator is the first point of contact for patients and visitors when they attend or contact the practice therefore promoting a positive image of where you work is paramount. The candidate will need to have excellent communication and customer care skills and will be responsible for ensuring that service users are in the right place at the right time signposting and re-directing if appropriate following care pathways.
The post holder will be required to provide a high-quality and responsive customer care service to all patients and visitors, ensuring that the reception runs efficiently and in accordance with the service requirements with roles based within GP Practices there is an expectation that you will support the delivery of the service, by changing bases/hours to cover annual leave and/or sickness, which can sometimes be at short notice.
As part of your role, you will be expected to coordinate and organise appointments and documentation within SystmOne to facilitate the smooth running of the service and support the delivery of high-quality patient care.
DUTIES & RESPONSIBILITIES
Communication
To deal with incoming and outgoing communications appropriately where there may be barriers to understanding
To attend, and contribute to, admin team meetings and provide feedback to colleagues
Be the first point of contact for patients, carers and outside agencies, processing messages and dealing with enquiries of a routine nature accurately and in a timely manner where tact or persuasive skills may be required
Signpost patients to other services in a timely manner in line with organisational procedures
Analytical Tasks
To use initiative and judgement, within pre-defined limits of responsibility to resolve problems of a customer service or administrative nature, where the issue may be non-routine and there may be a range of options to explore, referring more complex issues to the line manager for guidance
Evaluate administration processes and procedures within own work area and, in consultation with line manager, implement improvements as appropriate
Planning and Organisational Skills
To plan, organise and prioritise own workload as appropriate
To plan and organise straightforward tasks and activities within own work area, some of which may be ongoing, which will be completed within agreed timescales e.g. organise events as directed, diary management, producing correspondence, reports and other documents and filing etc.
Ensure appropriate administration systems and procedures are in place and adhered to across area of responsibility
Physical Skills
Standard keyboard skills required for inputting patient information/data
Manual handling of boxes from deliveries
Responsibility for Patient Care
Provide information and advice to patients, relatives and carers about access to appropriate service and appointments
Policy and Service Development Implementation
Follow policies/procedures appropriate to own role
Comment on policies/procedures to contribute to the ongoing development of administration service with own area of work
Responsibilities for Financial and Physical Resources
Maintain stock control
Report issues relating to faulty equipment, buildings and security according to workplace procedures
Responsibilities for Human Resources
Demonstrate own role to new starters or less experienced staff within the team
Cover for other administration staff for sickness, absence and annual leave
To participate in training of self and colleagues in an equivalent position to ensure agreed Standard Operating Procedures, Policies and Procedures are adhered to
Responsibilities for Information Resources
Maintain information systems, computerised and paper based, conforming with agreed Data Protection Act standards
Maintain patient confidentiality in ensuring safe storage, processing and generating of information
To retrieve, collate, scan and file records
Ensure all activity for patients is logged onto the electronic database
Responsibilities for Research and Development
To undertake surveys and audits as necessary to own work
Freedom to Act
Uses initiative to deal with patient enquiries
Guided by clearly defined occupational policies. Manager is available for advice.
Person Specification
Qualifications
Essential
- NVQ Level 2 in Business Administration or Customer Service or equivalent knowledge and experience
- Word processing to OCR 2 standard International Computer Driving License (ICDL) or able to demonstrate appropriate level of skill
Experience
Essential
- Previous experience of working in an office environment and carrying out general officer procedures
Desirable
- Experience of SystmOne functions
- Previous NHS experience
- Previous experience of working with general public
Knowledge
Essential
- Knowledge of a range of routine administration procedures
- Knowledge of Microsoft Word
Desirable
- Knowledge of other Microsoft packages
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
City Health Practice Limited
Address
Southcoates Medical Centre
225 Newbridge Road
Hull
HU9 2LR
United Kingdom
Employer's website
https://www.marfleetlanesurgery.co.uk/ (Opens in a new tab)