Patient Services Navigator

Lancaster Medical Practice is a large, at-scale, GP provider delivering General Medical Services to around 68,000 patients in Lancaster and surrounding villages. We deliver our services from eight locations throughout the city of Lancaster and its surrounding area and are continuing to develop ourselves to improve what we do for our patients, staff and the local community. We are a progressive, modern organisation with patient-centred General Practice at our core.

When joining #teamlmp you are joining an organisation with a wide variety of clinical and non-clinical roles but who all work together to provide the best care we can to our patients.

This is a varied role at the heart of our patient services team.

The main purpose of the role is:

• To work in our telephone hub dealing with a high volume of incoming calls and to work on our busy reception desk.
• To assist patients, carers and other organisations with making appointments, accessing care and directing them to the appropriate service or healthcare professional in a courteous efficient and effective way.
• Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. To provide efficient, helpful, informative and supportive reception and administration services to patients and members of the primary health care team.
• Ensure an effective and efficient telephone answering and reception service is provided to patients and any other visitors to the Practice.
• To have a thorough knowledge of practice procedures.
• To work in accordance with written protocols and procedures.
• Working within your team to ensure that telephone calls are answered within set targets.
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Take requests for home visits and follow written protocols.
• Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, in line with Practice protocol.
• Take action on clinicians requests for further information/patient contact information etc. (including computerised practice notes), ensuring completion of all associated paperwork.
• Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.
• Enter patient information on to the electronic & paper record as required.

We are ideally looking for full days (8.00 - 6.30pm / 8.00 - 4.30 pm / 10.00 - 6.30pm) but welcome applicants looking for 2,3,4 or 5 days.

What we offer:

Competitive Salary

25 days holiday plus bank holidays rising to 30 days holiday plus bank holidays for Senior Positions

NHS Pension

Company Sick Pay Scheme

Christmas Club Savings Scheme

Access to NHS discount schemes

Free tea and coffee onsite

Central locations

Limited free parking at non-central locations

Why work for us:

Excellent training and development opportunities

Great internal development opportunities

Opportunity to work in an organisation with care and compassion at its heart

Job security

Social events throughout the year

Job Types: Full-time, Part-time, Permanent

Salary: £21,059.00 per year

Benefits:

• Company pension
• Sick pay
• Store discount

Schedule:

• Monday to Friday

Work Location: In person