Wellspring Surgery rgivaFCq
Key responsibilities include scheduling appointments, answering general queries, processing patient registrations, addressing accessibility needs, maintaining the reception area, and utilizing the practice's computer systems. The position demands up-to-date knowledge of surgery policies, a commitment to excellent patient service, and participation in training sessions to support continuous improvement. Overall, the Care Navigator plays a crucial role in fostering a positive patient experience and efficient healthcare delivery within the community-focused practice.
Our mission is to provide outstanding primary care for our patients, offering a service that works with, and for, the community to meet the widest range of care, health promotion and education for our staff and patients.
We have an extremely friendly, busy team comprising:
3 Partner GPs, 8 Salaried GPs
ST2 & ST3 GP Trainees
Large admin and reception team
Nursing team and minor illness practitioner.
Clinical pharmacy team
Additional services of podiatrist, care co-ordinator, physiotherapist
The purpose of the role is to offer general assistance to the Practice team and project a positive, helpful and friendly image to patients and other visitors, either in person or via the telephone.
Receive, assist and direct patients in accessing the most appropriate service or healthcare professional in a courteous, efficient and effective way, providing a here to help approach and promoting a can-do ethos.
Our Care Navigators are trained to support our patients and visitors, whether they make contact at the Surgery, over the phone or through an online consultation. The team use searchable practice protocols to ensure the patient sees the most appropriate member of the team and assist with administrative needs.
You will be part of a busy team meeting patients on a daily basis. We want all of our patients to feel welcome and the patient experience is very important to us.
About us
Main Tasks and Responsibilities:
The duties and responsibilities to be undertaken by members of the practice navigation team may include any or all of the items in the following information. Duties may be varied from time to time under the direction of the practice management, dependant on current and evolving practice workload and staffing levels:
- Book appointments ensuring that enough information is recorded for clinician to follow, using the navigation protocols provided.
- To act as first point of contact for patients and visitors.
- Have a thorough knowledge of the practice and all policies and protocols relative to the role.
- Answering general enquires, explaining surgery procedures. Demonstrating up to date awareness of the various range of services the practice/community provides.
- Advise patients of relevant charges for private ( non-General Medical Services) services, accept payment and issue receipts for same.
- Deal with patient request for registration as per the practice protocol, explaining practice arrangements and formal requirements.
- Process patients E Consult information and action accordingly.
- To respond effectively to any accessibility needs of patients and visitors.
- Dealing with all the surgery post
- Maintaining confidentiality and data security at all times.
- Be fully conversant with the Practice computer system (currently EMIS) including Microsoft Office and NHS Mail.
- To follow opening and closing procedures
- Keeping the reception area, notice boards and leaflet dispensers tidy and free from obstruction and clutter.
Support patients to use the self-testing station.
- Attend training sessions and participate in team meetings.
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