Receptionist/Care Navigator

at  Old Swan Health Centre Group Practice

KEY DUTIES AND RESPONSIBILITIES: Answering high volume calls from our patients, in an efficient and courteous manner, putting patients at ease and providing clear concise information. Take clear and concise notes of patients interactions ensuring that these are documented accurately in EMIS using Ardens Navigation Template. After appropriate training, triage patient calls using a variety of questioning techniques to develop a full picture of the nature of the patients problem and signpost the patient to the appropriate care. Identify potentially serious problems and bring those to the immediate attention of the correct clinician ie doctor, oncall doctor For less serious problems negotiate with the patient and identify an appropriate timeframe for them to be seen and the appropriate professional to see them.
Building and maintaining strong relationships with all direct team members, clinicians and healthcare professionals in the practice. Developing and maintaining an in-depth knowledge and understanding of the services provided in the practice and in the wider health community; be able to use this knowledge to guide the patient to the service, which is most likely to meet their needs, whether inside or outside the practice. Deal appropriately with instructions and queries from clinicians and outside agencies. Following practice standard operating procedures.
Dealing with patient requests received via Online and Patchs Responding to email requests received Scanning documents and forwarding for action when required. Action tasks received. Supporting the pharmacy team with patient prescription requests, both in paper form and over the telephone. Processing and issuing of prescriptions within standard timeframes as per practice policy.
Maintain strict confidentiality in relation to all issues concerned within the service and adhere to the requirements of the Data Protection Act 1984, Information Governance and Caldicott Principles

Please refer the Job description for details