Care Navigator - Receptionist

The Care Navigator will be the first point of contact for patients ringing the surgery. The role will be to optimise the patients journey and be an ambassador for the practice. The purpose of the post holder is to take every opportunity to ensure that patients presenting issue is managed appropriately and that the patients are up-to-date with their routine appointments. This will be a telephone triage role as well as walk in appointments which are presented at the surgery reception., 1. Provide clear concise information to patients and understand the importance of discretion and confidentiality.

2. Good communication skills and a calm manner. Be able to put patients rapidly at their ease and give them the space and time to explain their needs.

3. After appropriate training employ a variety of questioning techniques in order to develop a full picture of the nature of the patients problem.

4. Identify potentially serious problems and bring those to the immediate attentions of the correct clinician; i.e. Go to GP, triage Nurse Practitioner.

5. For less serious problems negotiate with the patient and identify an appropriate professional to see them.

6. Build strong relationships with all direct team members, clinicians and recognised healthcare professionals in the practice as a scarce resource to be used appropriately.

7. Develop and maintain an in depth knowledge and understanding of the services provided in the practice and in the winder 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.

8. Be able to distinguish real priorities from cases of unnecessary panic, be able to reassure and manage these situations. Demonstrate assertiveness without being domineering

Green Valleys health is merged practices comprising of Leap Valley Surgery, Emersons Green and Abbotswood. We gave 20,000 patients. We have 3 Partners currently 9 salaried GP's. We are a committed team of clinical and non clinical staff who are empathetic and compassionate in the roles that we do.