Care Navigator - GP Receptionist

Job description

Job responsibilities

Provide an effective and polite telephone enquiry service. Including the answering of incoming telephone calls ensuring they are documented and redirected accordingly.

Provide efficient reception desk duties and greet patients and visitors in a courteous manner.

Book in patients and visitors in line with practice appointments and visitors procedures.

Respond and / or redirect all patient and visitor requests accordingly.

Coordinate the reception desk automated patient check-in computer ensuring that the correct information is displayed for patients.

Proactively communicate information between relevant patients, doctors and professionals

Deal with requests for forms to be completed by a doctor (e.g. bus pass / holiday cancellation / other insurance / passport etc). Take payment and issue receipts where necessary in line with practice protocols.

Ensure the computerised appointment system is managed efficiently in line with practice protocols including the booking, amending and cancellation of patient appointments.

Coordinate requests for home visits.

Identify when there is a need for urgent action or step-up in care and alert the relevant professional(s)

Coordinate the filing and retrieval of manual patient notes from their storage location (second floor room and loft area).

Input new patient registration request forms onto the computer system promptly.

Summarising of all new patient records received into the practice form previous register GP in line with our practice protocols.

Update change of patient details on to the computer system when notified.

Deal with forms completed by the GPs as necessary e.g. maternity benefit / prescription exemption / carers / notification of infectious diseases etc.

Deal with Temporary resident patients in line with practice protocols.

Record patient deaths in line with practice protocols.

Ensure that when patients have died or left the practice their notes are removed from our system and returned to the health authority (Deductions).

Proactively liaise with external parties to coordinate patient requests for NHS transport bookings.

Coordinate the archiving of paperwork into the storage cupboard and then removed and securely shredded when required.

Ensure that confidential paperwork is shredded, bagged up and removed from the office on a regular basis.

Produce, check and distribute requests for repeat prescriptions. Deal with queries received at the prescriptions desk liaising with the practice pharmacy team as necessary.

Coordinate the post room duties i.e. dealing with incoming mail (from Royal Mail and other parties) in line with practice protocols. Distribute items accordingly. Coordinate the scanning and attaching of paperwork on to the practice computer system.

Prepare outgoing mail items ready for collection.

Ensure computer security is preserved when not at your screen and maintaining password security at all times.

Ensure that the computer back-up protocol is undertaken on a daily basis.

Ensure that any complaints or incidents are recorded / dealt with in line with practice protocols.

Work as an effective team member and participate in team meetings that create opportunities to improve service levels.

Assist with the induction training of new team members in line with departmental / practice policies and procedures.

Liaise with others as necessary to ensure the provision of efficient internal and external support required to achieve objectives.

Prioritise, organise and manage workload in a manner that maintains and promotes quality and achieves objectives.

Work safely and securely at all times in accordance with Legislative requirements and Practice Policy and Procedures.

This job description is not exhaustive and may be adjusted periodically after review and consultation.

You will also be expected to carry out any reasonable additional duties which may be requested from time to time.

Vulnerable Adults, Children and Young People

All members of staff have a duty to safeguard and promote the welfare of vulnerable adults, children and young people in all relevant areas of their work. This will include timely attendance at relevant training events and compliance with practice procedures.

Health and Safety

The post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health and Safety policy to include:

Using personal security systems within the workplace according to Practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.

Making effective use of training to update knowledge and skills.

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

Reporting potential risks identified.

Equality and Diversity

The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

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

Respecting the privacy, dignity, needs and believes of patients, carers and colleagues.

Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects their circumstances, feelings, priorities and rights.

Personal Professional Development

The post holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Participation in all mandatory training and/or education related to ensuring compliance with the Care Quality Commission (CQC) standards.

Quality

The post holder will strive to maintain quality within the practice, and will:

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 and making suggestions on ways to improve and enhance the teams performance.

Work effectively with individuals in other agencies to meet patients needs.

Effectively manage own time, workload and resources.

Communication

The post holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members.

Communicate effectively with patients and carers.

Recognise the need for alternative methods of communication and respond accordingly.

Contribution to the implementation of services

The post holder will:

• Apply practice policies, standards and guidance.

• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audits where appropriate.

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 will respect their privacy and act appropriately

In the performance of the duties outlined in this job description, the post holder may have access to confidential information relating to patients and their carers, Practice staff and other Healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source must be regarded as strictly confidential.

Information relating to patients, carers, colleagues, other healthcare workers or the business 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 and sensitive data.

You will also be expected to carry out any reasonable additional duties which may be requested from time to time.

Person Specification

Experience

Essential

• 1 year Medical receptionist experience with experience of S1

Qualifications

Essential

• Good standard of general education
• GCSE Mathematics C or above
• GCSE English C or above
• Experience of working in a face to face customer role
• Excellent communication skills (written and oral)
• Time management skills and the ability to work to deadlines
• Ability and willingness to work and adapt in a changing environment within a team
• Interpersonal skills - ability to communicate in a caring and professional manner at all times
• Enthusiastic and motivated with a 'can do attitude'
• Flexibility with working hours
• Able to exercise initiative in handling matters not clearly defined within the scope of the job description

Desirable

• Qualification in Customer Care
• Experience of working for a healthcare provider
• Experience of care navigation and sign posting patients
• Experience and knowledge of Systm One

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

Dekeyser Group Practice

Address

The Fountain Medical Centre

Little Fountain Street

Morley

Leeds

LS27 9EN

Employer's website

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