Care Navigator

Job Details

Suffolk Primary Care

The closing date is 29 October 2023

Job summary

Suffolk Primary Care are a group of 8 GP practices across Suffolk. We wish to recruit an enthusiastic and flexible Care Navigator, with strong customer service skills, for our Oakfield Surgery site in Newmarket.

Oakfield Surgery supports in excess of 7,500 patients from a diverse range of backgrounds. We have an established team with a strong focus on customer service and communication.

As a Care Navigator, you will interact with patients to ensure they are offered a positive experience by providing professional front line and call handling services.

Your main duties would include providing and processing information in response to patients’ enquiries, concerns and requests.

You will also work as part of the Reception team in an efficient manner, providing high quality reception, administration and support services to all patients, visitors and staff.

The successful candidate should be able to work calmly, as part of a team, and have the ability to multi-task. A strong command of written and spoken English with an excellent telephone manner is a must. Good time management skills and the ability to follow protocols and or instruction and attention to detail is essential.

We would love to hear from candidates with GP surgery experience, and those that can show flexibility and a range of transferable skills.

Shortlisting will take place on 31st October with interviews on 7th November. The interview panel will consist of a minimum of 2 people.

Main duties of the job

Greeting and directing all patients.

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice

Deal with all general enquiries, explain procedures and make follow-up appointments as requested by clinicians.

Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

About us

SPC is an innovative partnership of Suffolk GP surgeries.

Doctors and practice staff share resources and work together to ensure patients continue to receive high quality healthcare.

Suffolk Primary Care is committed to a policy of equal opportunities in employment. Applicants will ideally be fully vaccinated against Covid.

Benefits of working for SPC include:

NHS Pension Scheme

The NHS Pension Scheme is a defined benefits scheme

Life insurance

Family benefits including an adult dependents pension and childrens pension

Ill health benefits

20% employer contribution

Electric Car Salary Sacrifice Scheme

No deposit

No credit check

Fully comprehensive insurance

Servicing and tyres

Breakdown cover

Up to £2,000 contribution from SPC subject to conditions

Proper Pay & Cost of Living Benefits

Living Wage Foundation Accredited

GP Remote Working

Eye Care Vouchers Health Service Discounts

Annual Leave – Minimum 33 days including bank holidays FTE with enhancements for long service

Enhanced Maternity & Paternity terms

High street discounts through our own online portal

Technology and Homewares Salary Sacrifice schemes with Currys and John Lewis

Cycle to Work Salary Sacrifice Scheme

Gym Salary Sacrifice Scheme

Job description

Job responsibilities

 

KEY DUTIES AND RESPONSIBILITIES

Greeting and directing all patients.

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice

Deal with all general enquiries, explain procedures and make follow-up appointments as requested by clinicians.

Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

Process personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional.

Register requests for home visits, ensuring careful recording of all relevant details and where necessary refer to the relevant Clinician.

Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

Advise patients of relevant charges for private services.

Enter patient information onto the computer as required.

Ensure that all new patients are registered onto the computer system promptly and accurately Patient notes and correspondence:

Cover colleagues holiday/sickness periods as requested

Premises:

o Open up premises at the start of the day when first to arrive and make all necessary preparations to receive patients.

o When last to leave at the end of the day, ensure that the building is totally secured.

Undertake any other additional duties appropriate to the post as requested by the POM, which could include clinical coding.

WORKING ENVIRONMENT

Health and safety considerations must be adhered to as follows:

Maintaining a thorough understanding of health and safety protocol for oneself and others.

Using security systems within the Practice as instructed.

Identifying potential risks within the Practice environment and undertaking to minimise such risks. Maintaining up-to-date knowledge and training of health and safety guidelines.

Understanding and utilising appropriate infection control procedures, maintaining hygiene in work areas and keeping the premises free from hazards.

Immediate reporting of potential risks as identified.

Person Specification

Experience

Essential

  • Excellent customer service skills / front of house / reception experience required.

Desirable

  • Experience of working in primary care / GP practice.

Qualifications

Essential

  • GCSE grade 4 and above / A to C in English and Maths

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

Suffolk Primary Care

Address

Newmarket Community Hospital

56 Exning Road

Newmarket

Suffolk

CB8 7JG

Employer’s website

http://suffolkprimarycare.uk


 

Close

Close