About this role
Job summary
We have an exciting opportunity for a Senior receptionist/care navigator.
The successful person will be responsible for the leadership and supervision of a team of care navigators, ensuring all reception duties are performed effectively and to the required standard, meeting the objectives of the organisation.
The post-holder will be an integral part of the general practice team.
Main duties of the job
The main duties of this role are supporting the care navigator team in signposting to the most appropriate clinician or service, supporting the team achieve the highest standards expected.
Ensuring all aspects of the role are completed in a timely and efficient manner, adhering to practice policy and procedures.
To providing cover during periods of staff absences.
About us
Cumberland House Surgery has 2 partners with a well-established management structure. We pride ourselves on brilliant team work between the administration staff and the clinicians to provide an excellent patient experience.
Job description Job responsibilities
The following are the core responsibilities of the Senior Care Navigator in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
Process personal, telephone and e-requests for appointments
Support the leadership in assisting with signposting
Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
Signpost patients to the correct service
Initiate contact with and respond to, requests from patients, team members and external agencies
Ensure that documentation is correctly filed and photocopied as required
Oversee and data-enter new and temporary registrations and relevant patient information as required
Input data into patients healthcare records as necessary
Direct requests for information, i.e., DSAR, insurance/solicitors letters and DVLA forms to the administrative team
Manage all queries as necessary in an efficient manner
Support all clinical staff with general administrative tasks as requested
Undertake a broad spectrum of administrative duties commensurate with the role
Be an integral part of the general practice team
Act as a chaperone as required
Monitor stationery supplies
Support in the production of receptionist rota
Support during periods of absence
Identify and provide team training where required
Support reception staff development, providing guidance and direction, ensuring staff are up to date with mandatory training
Support practice health promotion and display promotional material on the allocated noticed boards and in the waiting room
Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children
Support in the delivery of enhanced services and other service requirements
Undertake all mandatory training and induction programmes
Contribute to and embrace the spectrum of clinical governance
Maintain a clean, tidy, effective working area at all times
Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agree In addition to the primary responsibilities, the Senior Care navigator has the following wider responsibilities: a. Support administrative staff, providing cover during staff absences
b. Ensure that the reception team actions all incoming emails and correspondence as necessary
c. Participate in local initiatives to enhance service delivery and patient care
d. To support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
Support and participate in shared learning
Person Specification
Qualifications Essential
A good standard of education with an expectation of having both GCSE Maths and English at Grade C (Level 4) or above, or Functional Skills Level 2 in Maths and English
Desirable
NVQ Level 3 in Health and Social Care
Experience Essential
Experience of working with the general public Experience of working in a healthcare setting Excellent communication skills and effective in communicating and understanding patient needs Competent in the use of MS Office and Outlook Problem solver with the ability to process information accurately and effectively, interpreting data as required Ability to use own initiative, discretion, and sensitivity Able to get along with people from all backgrounds and communities, respecting lifestyles and diversity Ability to work as a team member and autonomously Excellent communication skills and effective in communicating and understanding patient needs Sensitive and empathetic in distressing situations Good organisational skills Clinical IT system user skills and the ability to record accurate notes Effectively utilise resources Punctual and committed to supporting the team effort High levels of integrity and loyalty Clear, polite telephone manner Flexible and cooperative Motivated Understanding of safeguarding adults and children Demonstrate personal accountability, emotional resilience and work well under pressure Knowledge of and ability to work to key policies and procedures
Desirable
Experience of leading a team Experience of administrative duties Chaperone procedure
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 CUMBERLAND HOUSE
Address 8 High Street
Stone
Staffordshire
ST15 8AP
United Kingdom
Employer's website https://www.cumberlandhouse.org.uk (Opens in a new tab)