Job Title

Gateshead Healthcare is looking for a Care Navigator full-time, based predominantly at our Crawcrook Medical Centre site (NE40 4US) The Care Navigator is akey front-line position responsible for managing the first impressions of thepractice. This role involves greeting patients, managing communication betweenpatients and medical staff, and facilitating patient access to appropriatehealthcare services efficiently. The Care Navigator plays a crucial role inguiding patients through the complexities of healthcare interactions, ensuringthey receive timely and appropriate care. Key responsibilitiesinclude scheduling appointments, managing patient records, answering phonecalls, and providing patients with information about healthcare services. TheCare Navigator will ensure that all patient interactions are handled withempathy and efficiency, maintaining confidentiality and compliance withhealthcare regulations. This position requires excellent communication skills,strong organisational abilities, and a patient-centric approach to servicedelivery. Main duties of the jobFront DeskManagement: Appointmentbooking following our Care Navigation Triage TelephoneEnquiries eConsultations:Process eConsultations received. Summarising: Coding andscanning Any otheradministrative work as required. ResourceNavigation: ResourceManagement SafetyProtocols FeedbackCollection KnowledgeUpgrading About usCrawcrook Medical centre is one of 4 surgeries that form Gateshead Healthcare. The surgery provides care to over 20,000 patients in the local area, and also forms part the wider Fuller and Forbes Healthcare Group who provide care for over 120,000 patients. More information about our organisation can be found here: We are currently looking to expand our administration and care navigation team by recruiting enthusiastic and committed staff members who are focused on improving the care provided by the surgeries. Job responsibilitiesPatient Interaction andSupport: Front DeskManagement: Greet patients upon arrival, verify their information, and directthem to appropriate departments. Ensure a welcoming and respectful environmentfor all visitors. Appointmentbooking: Efficiently manage appointment scheduling using the practicessystems; adjust schedules as needed to accommodate patient needs and maximiseresource utilisation. TelephoneEnquiries: Handle incoming calls, provide information to callers, takemessages, or redirect calls to appropriate staff members. AdministrativeResponsibilities: eConsultations:Process eConsultations received. Patient RecordsManagement: Maintain and update patient records with accuracy. Ensure allpatient interactions and transactions are logged promptly and comply with legaland privacy requirements. Summarising: Summarisation of medical records as required. Coding andscanning: Scan and code patient correspondence. Any otheradministrative work as required. Communication andCoordination: HealthcareProvider Liaison: Act as a liaison between patients and healthcare providers.Ensure that communication is clear and that patients understand theirschedules, treatment plans, and any preparatory steps for appointments. ResourceNavigation: Guide patients to access various healthcare resources available tothem, including special clinics, educational sessions, and community services. PatientFollow-Up: Conduct follow-ups with patients regarding future appointments,treatment plans, and healthcare management strategies. Facility Support: ResourceManagement: Manage front-office supplies and ensure that patient areas arestocked with necessary items like forms, brochures, and informationalmaterials. Safety Protocols:Maintain cleanliness and safety of the reception area, complying with healthand safety guidelines to ensure a safe environment for patients and staff. Quality Improvement: FeedbackCollection: Collect and compile patient feedback to identify areas forimprovement in front desk operations and patient care coordination. ServiceEnhancement Initiatives: Participate in initiatives aimed at enhancing patientsatisfaction and improving service delivery effectiveness. Professional Development: TrainingParticipation: Engage in ongoing training to enhance skills related to patientcare, technology use, communication, and administrative management. KnowledgeUpgrading: Stay updated on new healthcare regulations, insurance policies, andpatient care technologies to continually improve service quality. The Practice recognisesthat the role above is wide and varied is evolving in nature. Therefore, thisjob description is not intended to be exhaustive and there will be other tasksand duties that the post holder will be expected to perform within what isordinarily expected of this role. Person SpecificationQualificationsCore GCSEs; additional training in customer service, administration, or related field is preferred ExperienceExperience Proven experience in a receptionist or customer service role preferably in a healthcare setting Experience with medical terminology and understanding basic healthcare operations is beneficial Technical Skill Proficiency in using medical office software including patient management systems and EMIS. Strong computer skills including proficiency with Microsoft Office applications particularly Word and outlook. Communication Skills Excellent verbal and written communication skills necessary for interacting effectively with patients and healthcare providers. Ability to handle sensitive information confidentially and interact professionally with diverse individuals. Organisational Skills Exceptional organisational and time management skills able to manage multiple tasks and priorities in a fast-paced environment. Detail-oriented with a focus on accuracy and precision especially in scheduling and record-keeping. Customer Service Strong customer service orientation with the ability to remain patient and empathetic while handling patient inquiries and concerns. Skills in conflict resolution and ability to manage stressful situations calmly and effectively. Flexible and adaptable to change with the ability to quickly learn new systems and adapt to evolving healthcare practices. Willingness to take on additional responsibilities as needed to support the practice. Teamwork Ability to work effectively as part of a team supporting other staff members and contributing to a collaborative work environment. Experience in supporting a team administratively including arranging meetings and preparing materials and facilitating communication. Experience in guiding patients through their healthcare journey providing support and clear instructions regarding healthcare services. Competence in managing patient flows ensuring efficient and satisfactory service delivery. Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations. Proactive in personal development seeking opportunities to enhance skills and knowledge related to healthcare administration and patient care. Disclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions. £25,830 to £26,396 a yearThis includes a £1 per hour sickness bonus#J-18808-Ljbffr