Communicate with the patient as and when required to try and resolve patient complaints where possible. If this is not possible, you will gather as much information as possible and explain to patients the complaints procedure. Work with the Reception Team Lead to ensure the coordination of the Care Navigation rota and arrange cover for absences. Support the induction and training of new Care Navigators.
Support the practice in implementing and developing agreed changes, this includes process improvements and ensuring these are embedded into the daily operational running or the practice to improve efficiencies. Be a point of contact for the Care Navigation Team to report sickness absences. Undertake any other additional duties appropriate to the post as requested by line managers. As aCare Navigator Respond to all queries and requests for assistance from patients and visitors at reception ensuring at all times that enquires from patients are efficiently and courteously handled.
Ensure that telephones are at all times answered promptly and politely at all times, accurate messages taken and calls passed to the appropriate person as necessary, supplying information as required in a timely fashion. Complete Care Navigation tasks on SystmOne and AskMyGP and other work streams. Ensure that scanning and filing is undertaken efficiently and promptly. Collect any necessary information from the patient for their consultation, deal with any enquiries and provide any information the patient may need.
To frank mail and prepare for posting on a daily basis. Process incoming mail as required, including date stamping. Follow agreed protocols to issues acute/repeat prescriptions Ensure all new patient registrations and amendments to patient records are entered promptly and accurately onto the computer system. To book interpreters as and when required for patients.
Advise patients of relevant charges for private services and accept payments Cover duties of absent members of staff as and when required including cover during breaks when required. To attend staff meetings as required and participate fully in annual staff appraisal. Any other duties as deemed appropriate and requested by line managers. To be flexible in the workplace in terms of hours worked as and when the need arises and be prepared to work across sites.
Carry out start and end of day procedures in line with practice policy and ensure premises are prepared for staff to receive patients and also secured after use.
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