Receptionist/Administrator

Job description

Job responsibilities

Job title

Reception/Care Navigator/Administrator

Line manager

Assistant Practice Manager

Accountable to

Practice Manager

Hours per week

[37.00]

Job summary

To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practices multidisciplinary team. The care navigator will also undertake reception duties as part of the role, supporting administrative team in delivering a polite and professional service to the entitled patient population.

Mission statement

To provide outstanding care using a patient centreed holistic approach and to promote patient wellness.

Generic responsibilities

All staff at Townside Surgery have a duty to conform to the following:

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I create an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and to be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect that all staff will respect their privacy and maintain confidentiality at all times. It is essential that if the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction training

On arrival at the practice, all personnel are to complete a practice induction programme; this is managed by the Deputy Practice Manager.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to participate in and complete mandatory training, as directed by the training coordinator, as well as participating in the practices training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and, ultimately, enable them to improve processes and service delivery.

Collaborative working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure that they communicate in a manner which enables the sharing of information in an appropriate manner.

Service delivery

Staff at Townside Surgery must adhere to the information contained within practice policies and regional directives, ensuring that protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure that they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone and they are to ensure that restricted areas remain effectively secured.

Professional conduct

At Townside Surgery, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.

Leave

All personnel are entitled to take leave. Line managers are to ensure that all of their staff are afforded the opportunity to take a minimum of 20 days leave each year and should be encouraged to take all of their leave entitlement.

Primary responsibilities

The following are the core responsibilities of the Reception/Care Navigator/administrator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:

a. Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition

b. Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately

c. Process patient requests for appointments

d. Process repeat prescription requests

e. Initiate contact with and respond to requests from patients, team members and external agencies

f. Enter read-code data on Clinical system

g. Photocopy documentation as required

h. Data entry of new and temporary registrations and relevant patient information as required

i. Input data into the patients healthcare records as necessary

j. Administer requests for information, e.g. SAR, insurance/solicitors letters and DVLA forms

k. Manage all queries as necessary in an efficient manner

l. Carry out system searches as requested

m. Maintain a clean, tidy, effective working area at all times

n. Monitor and maintain the reception area and noticeboards

o. Support all clinical staff with general tasks as requested

Secondary responsibilities

In addition to the primary responsibilities, the post holder may be requested to:

a. Participate in practice audit as directed by the audit lead

b. Support other staff, providing cover during staff absences

c. Action incoming requests from outside agencies as necessary

d. Scan patient-related documentation and attach scanned documents to patients healthcare records.

e. Complete opening and closing procedures in accordance with the duty rota

f. Management of repeat prescriptions, ensuring that they are processed accurately and efficiently

g. Order and monitor stationery supplies

Person Specification

Experience

Essential

• Experience of working in a primary care environment
• Experience of working with the general public
• Experience of working in a healthcare setting

Personal qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure / in stressful situations
• Able to communicate effectively and understand the needs of the patient
• Effectively utilises resources
• Punctual and committed to supporting the team effort

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Effective time management (planning & organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure

Desirable

• Competent in the use of Office and Outlook
• EMIS user skills

Other requirements

Essential

• Flexibility to work outside core office hours
• Disclosure Barring Service (DBS) check
• Occupational Health clearance

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• Active signposting or Care Navigator training qualification
• Healthcare qualification (level 2) or working towards gaining equivalent level
• Customer service qualification (NVQ) or equivalent

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

Townside Surgery

Address

Townside Primary Care Centre

1 Knowsley Street

Bury

BL9 0SN

Employer's website

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