Manston Surgery Care Navigator / Receptionist

Working within the Manston Surgery reception / administration team, the post holder will help provide a friendly and welcoming service for all patients. Help with the high-quality support in the daily running of the practice as an individual and team player.

To undertake a range of administrative duties required to maintain the smooth running of the practice and enable the team to achieve their objectives and meet required deadlines. As a Care Navigator the post holder will support patients to access the right health care in a professional and efficient manner. Follow practice processes to actively signpost patients to the most appropriate healthcare professional and service, whilst handling any complex queries and challenging situations in a professional manner, ensuring any issues are resolved where possible, at the first point of contact. Assist both clinical and admin colleagues with the smooth running of the reception area and surgery building.

Please note working hours will be between 7:30am - 6:00pm

28 Hours per week (hours will be worked over 5 days, flexible hours, the successful candidate will be given their work pattern 2 weeks in advance)

This advert may close early should the right candidate be found.

Main duties of the job

To welcome patients presenting either in person or by telephone; ensuring you respond promptly and positively.

Book appointments for patients and cancel appointments where needed.

Support patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services.

Effectively handle all queries that present at the practice; problem solving, signposting and escalation of matters, as appropriate.

Ensure patient records are accurate and kept up to date and that all patient contacts are documented in the system using the Care Navigation Template.

Initiating contact with and responding to requests from patients, other team members and associated healthcare providers.

Carrying out administrative duties which include scanning, tasks, out of hours reports, new patient registrations (including basic urine dip), opening and sorting of post (both internal and external), photocopying reports, updating patient details, filing INR reports and data inputting as requested.

Processing medication requests, including issuing repeat medication and appliance items, as well as forwarding patient requests onto the practice pharmacy team/on-call GP.

• The post-holder is expected to comply with the employment policies and procedures, with due regard to clinical and information governance policies and procedures, and any other policies and procedures necessary for the safe and effective discharge of the duties contained within this document.