Care Navigator / Medical Receptionist

at  MEDDYGFA GLAN CYNON SURGERY

The role involves daily face-to-face and telephone contact with patients, carers and visitors, working within our friendly Care Navigator/ Administrations team. Our key aim is to enable patients to interact with the Right Person for the Right Reason at the Right Time. Interact with patients to provide and process information in response to enquiries, concerns and requests about NHS/practice services. To ensure that all patients have a positive experience.
To work as part of the care navigation team in a professional manner to provide high quality reception, administration and support services to all clients, visitors, GPs and Allied Health Professionals. To follow all relevant standard operating procedures, policies and charters to ensure working in an efficient and courteous manner at all times. To provide a professional call handling service and associated administration duties. To embed and sustain an ethos of care navigation throughout the team; providing advice and guidance and signposting patients to the most appropriate clinician/service.
To record all essential information accurately. MAIN DUTIES AND RESPONSIBILITIES To receive and greet patients, i.e. clients and visitors to the Practice, in a welcoming and professional manner and to act as a point of contact between patients, clients, healthcare professionals, visitors, the GPs, Partners and Practice Staff. To engage with patients/clients; provide advice and proactively signpost patients and clients to the most appropriate clinician/service including services outside the practice where appropriate Respond and/or redirect all patient and visitor requests accordingly.
To deal with any verbal queries, concerns or complaints from patients, clients, visitors professionally and to escalate to the Practice Management Team as appropriate. To take telephone calls and online requests from patients and accurately record all essential information on the clinical system. Process online forms in line with the practice procedure Register new patients on the Patient Demographic System (PDS) and on the clinical system To provide accurate and up to date information to answer the enquiries of patients, clients and visitors where necessary seeking the advice of others, responding to and/or redirect all patient and visitor requests accordingly. Identify callers or patients who may present face to face requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department.
To accurately maintain and update appointment systems, booking in patients and visitors in line with practice appointments and visitors procedures. To answer/make telephone calls in a professional manner ensuring important/appropriate information is documented and signposted accordingly and to accurately take messages. To assist with the call and recall of patients To act as a chaperone for doctors as requested. Arrange for an ambulance for patients as and when requested by the clinician.
Notify the Practice Access Manager or Access Supervisor of any equipment or IT failures or faulty equipment To receive and receipt cash and cheques from patients and clients for non-NHS services in line with practice procedures. To attend meetings as required, e.g. practice meetings, reception meetings. Provide guidance and training to new members of staff.
To maintain patient and staff confidentiality at all times including outside of the work environment working within reference to the Data Protection Act. To provide holiday and sickness cover for reception and other administration duties as required

Please refer the Job description for details