Receptionist/Care Navigator

Job description

Job responsibilities

Audley Health Centre

Job Description

Job Title:Receptionist/Care Navigator

Hours: 37 hours per week to be arranged Hours between 7.45am and 6.30pm Monday - Friday

Accountable to :GP Partners & Practice Manager

Reports to: Practice Manager

Location: Audley Health Centre, Church Street, Audley, Stoke on Trent ST7 8EW

Job Summary

Our receptionists receive, direct and assist our patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. They also provide general administrative assistance to the practice team and act as a focal point of communication between patients, doctors and other medical and clerical staff.

Main Duties & Responsibilities:

The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the partners, practice manager, dependant on current and evolving practice workload and staff levels.

• Effectively greet patients and visitors attending the surgery in an appropriate and professional manner at all times
• Run the surgery appointment system efficiently to ensure patients are directed to the most appropriate healthcare professional and setting
• Communicate with patients, relatives and carers using all methods available including telephone, face-to-face, text messages and e-mails
• Process in person, by telephone and e-mail general enquiries ensuring accuracy of detail in all messages and ensuring these are actioned as necessary
• Action practice tasks and workflow comments daily in accordance with the practice policy
• Explain practice procedures and arrangements for patients wishing to register either permanently or temporarily and ensuring the patients are residing within the practice boundary and appropriate documents are completed
• Registration of patients, both permanent and temporary, and ensure information entered onto system is correct
• Process deduction of patients and receipt of medical records for newly registered patients
• Liaise with hospital departments and consultants/secretaries for additional information and test results as required
• Action repeat prescription requests and ensuring they are ready for collection by the patient within 48 hours
• Provide results of tests and investigations as requested and advised by the GP
• Inform patients of relevant charges for Non-NHS services, accept payment and issue receipts for same
• Update patient details to ensure correct and accurate details are held, i.e. correct address and telephone number
• Accurately scan and attach clinical and administrative information/correspondence onto patients records
• Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen
• Retrieve and re-file records as required
• Issue correct and appropriate specimen containers and forms and ensure the correct information is obtained and completed on return of the specimen
• Raise service requests with members of the wider healthcare team including District Nurses, Health Visitors, Community Matron, Palliative Care Nurses and other services
• Maintain supplies of stationery in reception area
• Occasionally open the premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients
• Occasionally, when last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated
• Ensure that the reception area is tidy at the end of each surgery session in preparation for incoming colleagues
• Organise the reception and waiting areas maintaining a tidy work area and a professional appearance of patient leaflets and notice boards
• Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager

OTHER DUTIES & RESPONSIBILTIES

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff respect their privacy and act appropriately

• All information gained during employment relating to practice business, patients and their carers, practice staff or other healthcare workers must remain confidential at all times

• Information relating to patients, carers, colleagues, other healthcare workers of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal data and sensitive data

• Take responsibility for the coordination of procedures to safeguard confidentiality

Health & Safety

• To assist in promoting and maintaining health, safety and security as defined in the practice Health & Safety Policy to include:

• Using personal security systems within the practice according to practice guidelines

• Identify risks involved in work activities and undertaking such activities in a way that manages those risks

• Make effective use of training and up-date knowledge and skills

• Use appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

• Report potential risks identified

Equality and Diversity

• Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation

• Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues

• Behave in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights

Personal/Professional Development

• Participate in any training programme implemented by the practice including Statutory and Mandatory training as required

• Participation in an annual performance review

• Responsible for maintaining a record of own personal and/or professional development

• Responsible for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work

Maintain quality within the practice

• Alert other team members to issues of quality and risk

• Assess own performance and take accountability for own actions, either directly or under supervision

• Contribute to the effectiveness of the team by reflecting on own and team activities

• Make suggestions on ways to improve and enhance the teams performance

• Work effectively with individuals in other agencies to meet patient needs

• Effectively manage own time, workload and resources

Communication

• Recognise the importance of effective communication within the team

• Communicate effectively with all visitors to the practice

• Recognise peoples needs for alternative methods of communication and respond accordingly

Contribute to the implementation of services

• Apply practice policies, standards and guidance

• Discuss with other members of the team how these affect own work

• Participate in audits

• Make suggestions and recommendation of how to change/improve services provided

Please note that as a member of the practice team, you should:

• Implement maximum flexibility of work to maintain a high level of efficiency, i.e. working in any area of the practice if requested to do so, according to the needs of the practice

• Comply at all times to the Staff Contract, Standard Operating Procedures and any other practice rules and procedures, including CQC policies, Data Protection and GDPR

Working Environment

The role will be based in Audley Health Centre but you could be asked to attend alternative locations in case of an emergency or if the needs of the practice or PCN require

This job description is not intended to be an exhaustive list of all the tasks you will ever be expected to do, it is merely a guide to the main ones. The Practice Manager may well allocate other tasks to you from time to time and they will be discussed with you at the time

Person Specification

Qualifications

Essential

• GCSE grade A to C in English & Maths

Desirable

• AMSPAR Receptionist qualification
• Qualified to NVQ level 3

Experience

Desirable

• Experience in reception duties/working with the public
• Experience of working within a healthcare setting
• Knowledge of EMIS & DOCMAN systems

Qualities & Attributes

Essential

• Excellent communication skills (written and oral)
• Ability to work as a team member and autonomously
• An awareness and understanding of the need for strict confidentiality
• Ability to work under pressure in a challenging environment
• Flexibility of working hours
• DBS check cleared
• OH Clearance
• Excellent work references

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Audley Health Centre

Address

Church Street

Audley

Stoke-on-trent

ST7 8EW

Employer's website

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