Apprentice Care Navigator

To work as part of the Care Navigation in a professional manner to provide high quality Patient Services Team, administration and support services to all clients, visitors, GPs and Allied Health Professionals 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 receive and greet patients, i.e. clients and visitors to the practice, in a welcoming and professional manner in line with Horton Park’s welcoming procedure 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 (care navigation) To deal with any verbal queries, concerns or complaints from patients, clients, visitors professionally and to escalate to the Patient Services Manager as appropriate To ensure reception, waiting areas and clinical rooms are maintained in a clean and tidy state, preparing and tidying rest and meeting areas when requested, including the making of drinks and washing up To receive and payments from patients and clients for non-NHS services in line with Horton Park’s procedures To answer/make/assist telephone calls in a professional manner ensuring important/appropriate information is documented and redirected accordingly and to accurately take messages 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

Administration

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 To accurately maintain and update appointment systems, booking in patients and visitors in line with practice appointments and visitors procedures To undertake registrations/deductions of patients at the practice following Horton Park’s procedures; receiving, checking forms and providing advice as required To undertake a variety of administration duties including preparing and printing repeat prescriptions according to standard operating procedures at patient’s request, distributing prescriptions, photocopying, emailing, text messaging services, filing, preparation of letters for posting and clerical support to others within the practice Setting up new patient records on the clinical system, updating of patient details and  entry of identified clinical data (including read codes) to medical records To maintain stationery in all medical and treatment rooms including the re-ordering of such items Arrange for an ambulance for patients as and when requested by the clinician Notify the Patient Services Manager of any equipment or IT failures or faulty equipment Receive and distribute external and internal post, including all incoming general emails, redirecting mail as appropriate

General

To attend meetings as required To provide holiday and sickness cover for front of house and other administration duties as required Advise the Patient Services Manager of any problems and take appropriate action as directed        

Training:

Level 2 Customer Service Practitioner Apprenticeship Standard:

Level 2 Customer Service Practitioner qualification Functional Skills in maths and English (if required) You will attend training sessions with your tutor, either via Teams or face-to-face, every fortnight

Training Outcome:
Progression onto a full-time administration/reception role within the team

Employer Description:
Horton Park Medical Practice is an inner city practice providing Personal Medical Services to patients living within the practice area.

Working Hours :
Monday- Friday 30 hours either mixed shifts 8am- 1pm or 1pm- 6pm.

Skills:
Communication skills,IT skills,Customer care skills,Team working,Initiative,Non judgemental,Patience,Work under pressure