Job responsibilities
JOB DETAILS
Job title : Reception Health Navigator
Responsible to: Reception Team Leader/ Operations Manager
JOB PURPOSE
To deliver a high-quality reception and administration services to the patients of the practice and to support Doctors, Nurses and other clinicians working in the practice through diligent completion of reception duties and through all of this to ensure that patients enjoy excellent standards of service during their visits to the surgery.
DIMENSIONS
To deliver a comprehensive service in a General Practice setting with approximately 15,000 patients.
The post holder is responsible for the delivery of clerical support services to:
- GP partners.
- Registrars.
- Advanced Nurse Practitioners.
- Medical Students
- Practice Nurses.
- Health Care Assistants.
- Phlebotomist
To work as part of a team of ten health navigators who have around 110,000 face to face and 170,000 telephone contacts with patients per annum.
WORKING RELATIONSHIPS AND COMMUNICATIONS
The post holder has line management accountability to the Reception Team Leader.
The post holder is accountable to patients GPs for the quality of services provided.
The post holder must establish effective working relations with the following individuals and organisations to ensure an efficient service for patients:
- Partners
- Practice Nurses
- Community Teams
- Community and District Hospitals
- All health and Social Care Teams
- Private Clients and Tenants
- Totnes Caring
- Management Team
- PPG (patient participation group)
KEY RESULT AREAS
Reception
To greet patients arriving at the reception desk in a friendly and professional manner and assist with their queries and requests including:
- Logging arrival and directing patients to the appropriate part of the surgery
- Making appointments for patients using the Practice computer system
- Generating repeat prescriptions for doctors to issue
- Registration of new patients
- Dealing with queries from patients (eg test results) using the Practice computer system
- Dealing with workflow eg NHS111, deductions etc.
- To receive telephone calls from patients and others ensuring (as a team) that incoming calls are answered as soon as possible.
To handle queries and requests including:
- Appointments
- Repeat prescriptions
- Test results
- Home visits
- Arranging telephone consultations with doctors and recording messages
- Transferring telephone calls to other staff in the building
- Arrange ambulances as required for emergencies
- To arrange consultations and visits for private patients/temporary residents
Doctor/Nurse Support
To arrange services with other agencies on behalf of doctors/patients through liaison with:
- Hospitals
- Hospital Transport
- Social Services
- Totnes Caring
- Taxi Firms
- Tidy consulting room and replenish stocks of equipment and forms as necessary
Records
Filing correspondence and general maintenance of patient records
Scanning all correspondence into SystmOne medical records
Other Reception
Open and prepare the premises punctually in the morning.
Lock up and secure the premises at night, making sure that telephone lines are properly transferred to the Out of Hours services.
To create a comfortable environment for patients by:
- Keeping the surgery tidy throughout the day
- Monitoring the temperature of the building and adjusting air conditioning accordingly
- Ensuring that the Practice PA system plays continuously
- Competent use of all office equipment
- Receiving money from patients
- Using internal e-mail and practice notes to communicate with doctors, nurses, and all other colleagues
- To prepare items for collection by the courier.
Human Resources
To comply with Practice HR policies and procedures generally and particularly:
To undertake an annual appraisal with the post holders line manager
To undertake mandatory training in line with Practice policy
To develop and maintain a personal learning plan, providing feedback to the team from any relevant learning activity and feedback to the line manager regarding the usefulness of learning activities undertaken.
Identify any learning needs.
Risk Management
To ensure all relevant Practice policies are observed personally and within the administrative team, particularly:
- Health and safety and fire policy
- Loan worker, infection control and other policies intended to reduce the possibility of harm to Practice employees, patients, and visitors
- Reporting on significant events
- Complaints procedure
- Risk assessment/incident reporting procedures
- Major incident plan
Service Management
To attend mandatory training afternoons and team meetings when required.
The details contained in this Job Description are not exhaustive and may change.
