Job summary
As part of Suffolk Primary Care, which is a group of 7 GP practices across Suffolk, we are seeking to
recruit an enthusiastic and
flexible Care Navigator, with strong customer service skills, for Derby Road in
Ipswich who look after over 18,700 patients.
Derby Road have 2 sites, based in the heart of Ipswich, with close
travel links to the beautiful Suffolk countryside and the Suffolk coast.
We have an
established team with a strong focus on customer service and communication. We
would love to hear from candidates with GP surgery experience although we would
also like to hear from those that can show flexibility and a range of
transferable skills.
The successful
candidate should be able to work calmly and professionally as part of a team.
You should have the ability to multi-task. A strong command of written and
spoken English with an excellent telephone manner is a must. Good time
management skills and the ability to follow protocols and or instruction and
attention to detail is essential.
Main duties of the job
To provide comprehensive
administrative support for the general practice and to act as focal point for
patients and staff.
To receive and assist and direct
patients in accessing the appropriate service or healthcare professional in a
courteous, efficient and effective way.
Offer 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.
Facilitate effective
communication between patients and members of the healthcare community.
Handle patient complaints in
accordance with practice protocols.
To provide an efficient and
accurate support to the secretarial team, clinicians & patients.
About us
SPC
is an innovative partnership of Suffolk GP surgeries.
Doctors
and practice staff share resources and work together to ensure patients
continue to receive high quality healthcare.
Suffolk
Primary Care is committed to a policy of equal opportunities in employment.
Applicants will ideally be fully vaccinated against Covid.
Benefits
of working for SPC include:
NHS
Pension Scheme
The
NHS Pension Scheme is a defined benefits scheme
Life
insurance
Family
benefits including an adult dependents pension and childrens pension
Ill
health benefits
20%
employer contribution
Electric
Car Salary Sacrifice Scheme
No
deposit
No
credit check
Fully
comprehensive insurance
Servicing
and tyres
Breakdown
cover
Up
to £2,000 contribution from SPC subject to conditions
Proper
Pay & Cost of Living Benefits
Living
Wage Foundation Accredited
GP
Remote Working
Eye
Care Vouchers Health Service Discounts
Annual
Leave - Minimum 33 days including bank holidays FTE with enhancements for long
service
Enhanced
Maternity & Paternity terms
High
street discounts through our own online portal
Technology
and Homewares Salary Sacrifice schemes with Currys and John Lewis
Cycle
to Work Salary Sacrifice Scheme
Gym
Salary Sacrifice Scheme
Job description
Job responsibilities
To
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.
To
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.
To
ensure that scanning, filing, record keeping and distribution of documents are
undertaken efficiently and promptly.
To
ensure that the waiting area and leaflet stands are at all times kept tidy and
leaflets are re-stocked or removed as required and to check and put away
deliveries of stock as required.
Use the
surgery computer system for appointments, patient data, repeat prescriptions
and other patient related tasks.
Greet
patients and log arrival on the computer/show patients how to use the automated
booking in service.
Collect
any necessary information from the patient for their consultation, deal with
any enquiries and provide any information the patient may need.
To send
out recall letters for chronic disease quality marker clinics in line with
requirements of the GP Contract.
Record
requests for house calls, ensuring accurate details are taken and print off
visit summary.
To
frank mail and prepare for posting on a daily basis and deal with including
incoming mail as required, including date stamping.
To file
all correspondence in appropriate files on a daily basis.
To
prepare acute/repeat prescriptions for GP signature, ensuring at all times the
correct name, address and date of birth of the patient.
To
assist with new patient registrations together with inputting their necessary
data onto computer and making up new files/amalgamating and process amendments
to patient records.
To book
interpreters as and when required for patients and advise whether or not
request has been completed.
To
ensure the prompt return of files on a weekly basis to Business Service
Organisation (BSO), ensuring that a printed summary/scanned images are included
before returning patient files to BSO. (CCG currently).
To
carryout routine daily backups of computer system.
To
advise patients of relevant charges for private services, accept payment and
issue receipts if necessary.
To
photocopy and fax information when required, ensuring photocopying is kept up
to date at all times.
To
cover duties of absent members of staff as and when required including cover
during tea/lunch breaks at reception as and when required.
To send
out DNA letters to patients.
To act
as chaperone when requested and print off smear forms for the patient/check
patient specific directives (PSD).
To
attend staff meetings as required and participate fully in annual staff
appraisal.
Any
other clerical/reception duties as deemed appropriate and requested by senior
receptionists or 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.
To
operate 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.
To
provide an efficient audio/copy typing service for GPs and health professionals
as required. This includes the typing of letters, reports, patient referrals
and liaising with organisations relating to patient matters in an accurate and
quality manner.
Job description
Job responsibilities
To
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.
To
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.
To
ensure that scanning, filing, record keeping and distribution of documents are
undertaken efficiently and promptly.
To
ensure that the waiting area and leaflet stands are at all times kept tidy and
leaflets are re-stocked or removed as required and to check and put away
deliveries of stock as required.
Use the
surgery computer system for appointments, patient data, repeat prescriptions
and other patient related tasks.
Greet
patients and log arrival on the computer/show patients how to use the automated
booking in service.
Collect
any necessary information from the patient for their consultation, deal with
any enquiries and provide any information the patient may need.
To send
out recall letters for chronic disease quality marker clinics in line with
requirements of the GP Contract.
Record
requests for house calls, ensuring accurate details are taken and print off
visit summary.
To
frank mail and prepare for posting on a daily basis and deal with including
incoming mail as required, including date stamping.
To file
all correspondence in appropriate files on a daily basis.
To
prepare acute/repeat prescriptions for GP signature, ensuring at all times the
correct name, address and date of birth of the patient.
To
assist with new patient registrations together with inputting their necessary
data onto computer and making up new files/amalgamating and process amendments
to patient records.
To book
interpreters as and when required for patients and advise whether or not
request has been completed.
To
ensure the prompt return of files on a weekly basis to Business Service
Organisation (BSO), ensuring that a printed summary/scanned images are included
before returning patient files to BSO. (CCG currently).
To
carryout routine daily backups of computer system.
To
advise patients of relevant charges for private services, accept payment and
issue receipts if necessary.
To
photocopy and fax information when required, ensuring photocopying is kept up
to date at all times.
To
cover duties of absent members of staff as and when required including cover
during tea/lunch breaks at reception as and when required.
To send
out DNA letters to patients.
To act
as chaperone when requested and print off smear forms for the patient/check
patient specific directives (PSD).
To
attend staff meetings as required and participate fully in annual staff
appraisal.
Any
other clerical/reception duties as deemed appropriate and requested by senior
receptionists or 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.
To
operate 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.
To
provide an efficient audio/copy typing service for GPs and health professionals
as required. This includes the typing of letters, reports, patient referrals
and liaising with organisations relating to patient matters in an accurate and
quality manner.
Person Specification
Experience
Essential
- Knowledge or experience of working with standard office equipment eg scanners, copiers, printers, faxes, telephones.
- One years experience in busy customer service or reception environment.
- Experience of working in a team.
- Use of bespoke computer systems.
- Understanding of health and safety policies and procedures.
Desirable
- Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries.
- Understanding of local health issues.
- Previous NHS experience
- Experience of clinical systems, including SystmOne
Qualifications
Essential
- GCSE grade A to C in English and Maths
- EDCL/RSA Typing qualification with the ability to touch type
Desirable
- ECDL/CLAIT or other IT qualification.
- NVQ level 2 in customer service.
- Medical receptionist diploma
Person Specification
Experience
Essential
- Knowledge or experience of working with standard office equipment eg scanners, copiers, printers, faxes, telephones.
- One years experience in busy customer service or reception environment.
- Experience of working in a team.
- Use of bespoke computer systems.
- Understanding of health and safety policies and procedures.
Desirable
- Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries.
- Understanding of local health issues.
- Previous NHS experience
- Experience of clinical systems, including SystmOne
Qualifications
Essential
- GCSE grade A to C in English and Maths
- EDCL/RSA Typing qualification with the ability to touch type
Desirable
- ECDL/CLAIT or other IT qualification.
- NVQ level 2 in customer service.
- Medical receptionist diploma
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.
