We have exciting opportunities to join our busy team of over 30 Care Navigators.
We are looking for enthusiastic, hard-working, and flexible people to work across our 3 Practices.
Our team works from 7:30am-6:30pm Monday to Friday. We are looking for people that can work between these hours on a part-time basis.
Our team offers care navigation to patients, assisting with patient queries and supporting the clinical team in timely communication with patients.
Our team works across three branches but all access the same system and work together to provide excellent levels of care to our patients.
Main duties of the job
Our Care Navigation staff are the first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication offering support and guidance to patients on choosing the right service for their needs. The team handles and files all incoming clinical documentation identifying relevant clinical information, coding appropriately and completing any actions required. Care Navigators support clinicians by liaising with patients regarding appointments and general enquiries and also liaise with other healthcare providers to support patient care. Experience of working in a high-pressure reception environment and providing a service to the general public is essential as is a passion for providing excellent customer service. About us
Darwin Medical Practice has a team of over 100 staff and provides care to nearly 23,000 patients. The reception team consists of more than 20 receptionists and whilst the role can sometimes be pressurised, the team is very friendly and supportive of each other. The team is led by our Operations Manager. The wider practice ethos is to provide excellent care to our patients, showing respect to both patients and our colleagues. All teams meet regularly to discuss updates, share training and changes to processes but we also have whole practice sessions to ensure that everyone is informed about practice developments and has a chance to meet others that they would not usually see. Job responsibilities
Reporting Relationships Responsible to Operations Support Manager Job Purpose
To be the first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication, offering support and guidance to patients on choosing the right service for their needs. To provide support to ensure the Practice runs smoothly and provides a high level of service to patients, clinical staff, and other members of the Practice team. Principal Accountabilities
Provide front of house reception duties, providing support and greeting patients and visitors in a warm, friendly and professional manner. Handle all incoming calls to the practice, dealing with requests and forwarding calls to the relevant person where appropriate. Allocate and rearrange appointments in line with Practice protocols. Care navigate patients to appropriate services, and document on the clinical IT system. Maintain the practice general email inbox, action requests from external agencies and forward incoming correspondence to the relevant person. Identify relevant clinical information documented in patient correspondence, code appropriately and complete any action required. Review incoming medical records and summarise onto the clinical IT system. Process prescriptions in line with the practice protocol. Responsible for opening and closing the practice ensuring building safety is maintained. Act as the first point of contact for patient compliments and complaints, resolving issues where possible to prevent escalation to formal processes. Maintain a welcoming reception and waiting area environment. Carry out administration duties as required. Support clinicians in liaising with patients regarding appointments and general enquiries. Liaise with other healthcare providers to support patient care. The Practice is open from 8.00am until 6.30pm, with regular extended hours surgeries. It is expected that all staff will work on a rota basis, according to the needs of the service. Person Specification
Qualifications
Experience of working in a high-pressure reception environment. Experience of providing a service to the general public. Ability to relate well to others including patients and carers, staff, managers, and other professionals. Be flexible & able to adapt in allocation of work at short notice. Ability to work under pressure to meet deadlines, and be able to work on own initiative. An interest in continuing professional development. Positive, friendly manner. Motivation
Ability to work unsupervised and as part of a team. Willingness to undertake appropriate training. Experience
Knowledge of confidentiality, equal opportunities, and cultural sensitivity. Use of ICT systems including MS Office. Working within a healthcare setting. Working knowledge of EMIS and Docman or other electronic patient record systems. Working knowledge of coding. 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. £12.15 an hour increasing to £12.68 after 12 months.
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Our Care Navigation staff are the first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication offering support and guidance to patients on choosing the right service for their needs. The team handles and files all incoming clinical documentation identifying relevant clinical information, coding appropriately and completing any actions required. Care Navigators support clinicians by liaising with patients regarding appointments and general enquiries and also liaise with other healthcare providers to support patient care. Experience of working in a high-pressure reception environment and providing a service to the general public is essential as is a passion for providing excellent customer service. About us
Darwin Medical Practice has a team of over 100 staff and provides care to nearly 23,000 patients. The reception team consists of more than 20 receptionists and whilst the role can sometimes be pressurised, the team is very friendly and supportive of each other. The team is led by our Operations Manager. The wider practice ethos is to provide excellent care to our patients, showing respect to both patients and our colleagues. All teams meet regularly to discuss updates, share training and changes to processes but we also have whole practice sessions to ensure that everyone is informed about practice developments and has a chance to meet others that they would not usually see. Job responsibilities
Reporting Relationships Responsible to Operations Support Manager Job Purpose
To be the first point of contact for the Practice, whether it be face to face, by telephone, or via an online communication, offering support and guidance to patients on choosing the right service for their needs. To provide support to ensure the Practice runs smoothly and provides a high level of service to patients, clinical staff, and other members of the Practice team. Principal Accountabilities
Provide front of house reception duties, providing support and greeting patients and visitors in a warm, friendly and professional manner. Handle all incoming calls to the practice, dealing with requests and forwarding calls to the relevant person where appropriate. Allocate and rearrange appointments in line with Practice protocols. Care navigate patients to appropriate services, and document on the clinical IT system. Maintain the practice general email inbox, action requests from external agencies and forward incoming correspondence to the relevant person. Identify relevant clinical information documented in patient correspondence, code appropriately and complete any action required. Review incoming medical records and summarise onto the clinical IT system. Process prescriptions in line with the practice protocol. Responsible for opening and closing the practice ensuring building safety is maintained. Act as the first point of contact for patient compliments and complaints, resolving issues where possible to prevent escalation to formal processes. Maintain a welcoming reception and waiting area environment. Carry out administration duties as required. Support clinicians in liaising with patients regarding appointments and general enquiries. Liaise with other healthcare providers to support patient care. The Practice is open from 8.00am until 6.30pm, with regular extended hours surgeries. It is expected that all staff will work on a rota basis, according to the needs of the service. Person Specification
Qualifications
Experience of working in a high-pressure reception environment. Experience of providing a service to the general public. Ability to relate well to others including patients and carers, staff, managers, and other professionals. Be flexible & able to adapt in allocation of work at short notice. Ability to work under pressure to meet deadlines, and be able to work on own initiative. An interest in continuing professional development. Positive, friendly manner. Motivation
Ability to work unsupervised and as part of a team. Willingness to undertake appropriate training. Experience
Knowledge of confidentiality, equal opportunities, and cultural sensitivity. Use of ICT systems including MS Office. Working within a healthcare setting. Working knowledge of EMIS and Docman or other electronic patient record systems. Working knowledge of coding. 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. £12.15 an hour increasing to £12.68 after 12 months.
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