Job summary
Patient Care Navigator
Various Hours / Opportunities Available and Locations.
Patient Care Navigator (PCN) - "What is that?" you ask
You may know us as Doctor's Receptionists. However things have changed and contrary to what people may think we don't just say "take a seat" nor do we have the power to decide who gets an appointment and who doesn't.
We play a vital role in assisting patients to access healthcare at PMG. From answering quereies at the front desk, to helping patients with prescription requests, to communicating with other teams on behalf of our patients, as well as the day-to-day admin responsibilities we undertake; we are an essential part of primary care and help our PMG patients access the help they need.
Main duties of the job
Here at PMG are looking for people with:
- Excellent communications and customer service skills,
- Attention to detail
- IT literate
- Ability to be discreet/ respect patient confidentiality
- Previous experience in a similar role is desirable but NOT essential.
About us
Priory Medical Group (PMG) is an award winning large multi-site training practice based in the beautiful city of York. Our team is made up of a highly-skilled, experienced and varied work force doing their very best for our patients.
Job description
Job responsibilities
Main Duties
1.Receiving patients appropriately, with a smile and with a warm demeanour, efficiently and accurately checking in patients arriving for appointments, making appointments both from in person discussions and via our electronic appointment request tool, issuing prescriptions, taking messages for medical staff or other information as required.
2.Answering telephone calls warmly whilst efficiently and appropriately, making appointments, taking and issuing prescription requests, relaying messages and visit requests to medical staff in the appropriate way.
3.Efficiently and accurately retrieving information, such as printouts and notes for medical staff, from within the surgery.
4.Efficiently and accurately obtain information as required by the doctor from other organisations, such as local hospitals.
5.Efficiently and accurately prepare any necessary forms for medical procedures, such as antenatal, blood testing, x-rays and cytology
6.Ensuring that all consulting rooms are ready for use, tidy and well stocked.
7.Efficiently and accurately secure the premises safely when surgery is closed.
8.To ensure any CQC requirements and/or documentation for which the post holder is responsible for is completed timely and accurately. To also ensure any procedures and processes applicable to the role are followed timely and accurately.
9.To ensure you devote the whole of your time, attention and abilities to your role, our business and its goals
10.Such other duties as may reasonably be delegated from time to time.
Person Specification
Behaviours & Skills
Essential
- Behaviours:
- Team Work: Work effectively within a team through a willingness to proactively support and assist their peers, in doing so, contributing to collective team goals
- Can-Do Attitude: Ability to react to and face challenges or setbacks in a positive manner with a commitment to continuous improvement of their own skills and behaviours and also of the service
- Customer Service: Ability to remain focussed on providing and continuously improving an excellent internal and external customer service
- Deadlines: Ability to work and adhere to strict deadlines.
- Confidentiality: Ability to exercise and adhere to the Practice confidentiality policies.
- Work Prioritisation: Ability to organise, prioritise and manage your own work demands by assessing levels of urgency and importance
- Autonomous: Ability to work independently by making informed decisions and exercising appropriate initiative when faced with a new situation / problem. Whilst also having the ability to recognise when a problem / issue should be escalated because it falls outside of the scope of the role.
- Priory Way. At all times you should work effectively towards, and in the spirit of, The Priory Way.
- Skills:
- Communication Skills:
- Able to calmly, professionally and efficiently identify patients / internal customers needs
- Able to, calmly, professionally and efficiently deliver patients / internal customers needs with a warm reassuring demeanour
- Or
- Able to skilfully signpost / refer the patient or customer to the most appropriate person or alternative solution to their needs
- To be able to skilfully navigate and defuse potentially disgruntled customers or sensitive and/or emotive situations by using assertive language and exhibiting a warm reassuring demeanour
- Able to professionally and effectively tailor your communication style to suit the needs of a varied spectrum of customers ranging from Patients of all walks of life, Partners, External Agencies, Colleagues and Clinicians.
- Problem Solving Skills: Ability to solve problems independently and/or function well within a project team in various capacities but primarily as a Co-ordinator or a Completer / Finisher
- IT Literate; competent in the use of Microsoft Applications and a proven ability to learn how to navigate systems, input data with an attention to detail and follow processes and procedures across a range of programs and media.
Employer details
Employer name
Priory Medical Group
Address
Priory Medical Group
45 Heworth Green
York
YO31 7SX