Care Navigator (Receptionist)

Job description

Job responsibilities

The purpose of this post is to provide care Navigator (Receptionist) services for the practice.

General Duties

Sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.

Carry out all duties within the policies and procedures established by the Practice.

Carry out all duties within the requirements of Health & Safety legislation, and ensure that due regard is given to the safety and security of other members of staff, patients and property.

Use the computer system to assist with the efficient execution of duties.

Liaise with all other staff working with the Practice as necessary.

Carry out other tasks and duties from time-to-time or on a day-to-day basis as required and directed by the management team.

Assist with routine administrative tasks from other departments.

Initiate contact with and respond to requests from patients, other team member and associated healthcare agencies and providers.

To undertake specific assigned tasks, project support, or development / change work which may arise from time to time, under the direction of the relevant line manager.

Participate in development plans for the practice and their implementation.

Reception

Sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.

Make appointments for patients attending or calling by telephone, using the computer system, and in accordance with the Practices appointment protocols.

Receive telephone requests and make arrangements for home visits.

Receive general telephone enquiries and transfer callers to other surgery staff as appropriate.

Receive requests for repeat prescriptions.

Give out repeat prescriptions to patients and pharmacies attending.

Give out letters, reports, or forms to patients attending, and take payments where applicable in accordance with the navigation Standard Operating Procedures.

Liaison with other members of the Primary Health Care Team for patients attending.

Deal with all enquiries received by telephone or in person, as appropriate.

On occasions when working extended or out of hours sessions, working with the GP on duty, ensure that building is secure and alarmed at end of the session, in accordance with Practice Procedure.

Records

Receive overflow of telephone calls and sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.

Receive general telephone enquiries and transfer callers to other surgery staff as appropriate.

Receive overflow of telephoned appointment requests and book appointments in accordance with the relevant appointments protocol.

Receive telephoned requests and make arrangements for home visits in accordance with the relevant home visits protocol.

File medical records, etc., from basket in records.

Process repeat prescription requests in accordance with the practice procedure.

Processing of GPP workflow and tasks.

Respond to requests for results and other clinical information in accordance with practice policy

Receive requests from GPs for extra notes during surgery, and liaise with GP using the appropriate message system.

Cover in Records and Reception during busy periods or to cover breaks.

General photocopying

Ensure that all records are filed in correct alphabetical sequence.

Ensure that all letters, reports and results are recorded or scanned and filed appropriately, and dealt with in accordance with the Practice Procedures for post and scanning.

Systems Administration & Support

Retrieval and provision of information or documents from practice systems or external bodies as required.

Assist with the cancellation and rebooking of doctor and other clinician appointment sessions as required and as directed by the Assistant Practice Manager or Care Navigator Service Manager.

Take and deal appropriately with incoming telephone calls.

Liaise directly with hospital personnel, labs and other agencies with regard to medical matters. This includes ringing for blood and x-ray results and chasing appointments, investigations, etc.

Liaise directly with patients by telephone or in person with regard to medical and administrative matters.

Working under the direction of other members of the team provide communication service as requested and required.

Person Specification

Qualifications

Essential

• Good basic education to GCSE level or equivalent

Desirable

• Reception or service type qualification eg hotel type reception services qualification or public service
• ECDL or similar

Experience

Essential

• Dealing with the public in a retail, commercial or public sector role
• Front line work in a very customer focused industry eg: retail or service industry

Desirable

• Dealing with the public in situations of potential conflict/stress
• Dealing with the public both face-to-face and on the phone
• Dealing with large volumes of reception and administrative work
• Inputting data
• Primary care

Knowledge, Skills & Abilities

Essential

• IT-literate and with basic knowledge of web based and windows based systems
• Able to multi-task and prioritise
• Use of email
• ability to converse, provide advice, and to understand, interpret and input data in accurate written and spoken English
• a willingness to learn new skills
• attention to detail
• Willingness and flexibility to work extra hours on occasions
• Excellent people skills including dealing with challenging people
• Calm and well organised under pressure
• empathetic
• Honesty
• punctuality
• Excellent communication skills

Desirable

• Caldicot and Information governance
• Basic working knowledge of GDPR, Data Protection issues and principles
• Basic working knowledge of Emis Web clinical software, and Emis Appointments software

Disclosure and Barring Service Check

This 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.

Employer details

Employer name

Air Balloon Surgery

Address

Kenn Road

Bristol

BS5 7PD

Employer's website

https://www.airballoonsurgery.co.uk/ (Opens in a new tab)