Job summary
Would you like to work in a forward thinking, happy and well organised GP Practice where you will feel part of the team, well supported, and enjoy genuine work-life balance? Due to internal promotion, we are looking for a new member for our team.
Your core responsibilities will be working front of house in the reception desk, answering our telephones dealing with appointments and queries from our patients and working through administrative tasks.
You will be required to maintain a professional and friendly manner and work well within a large team. We are looking for someone with natural customer service skills and the ability to understand and respond to individual patient needs, ensuring that our patients are always looked after. Experience within a similar role is desirable however full training will be given.
Main duties of the job
Main Duties/Tasks
Excellent customer service skills
Friendly and outgoing personality
Computer literate
Empathetic and responsive to patient needs
Ability to use own initiative
Ability to think on your feet and under pressure
Discretion & Confidentiality
Previous experience in a similar role
Competent user of Microsoft Office programmes
Knowledge of/experience in a healthcare setting
Previous experience or training in Customer Service
Greeting patients and other Healthcare Professionals
Booking appointments
Giving out test results
Answering queries
Supporting the clinical team with a range of administrative tasks
Checking patients in on the clinical system
About us
We are a 2-site, part-dispensing practice in Kendal with around 17,500 patients, keen to attract caring, motivated, and passionate colleagues. We are a training practice with an active frailty and care home support team. We offer a wide range of enhanced services including minor surgery, women's health and menopause, coil/implant fitting, as well as Dermatology and ENT GPwER clinics.
We strive for a good work / life balance while achieving high-quality patient care and offer a fair allocation of work across all the GP team. We have a Quality Improvement culture, and continually develop our systems to respond to the changing environment of primary care, aiming to minimise administration workload and maximise job satisfaction to the benefit of our patients and our team.
We are a GP registrar and medical student training practice, an accredited Veteran Friendly practice, and a parkrun practice.
We can offer you:
Access to the competitive NHS Pension Scheme
27 days annual leave plus Bank Holidays
Access to NHS discounts with many retailers and leisure companies
Job description
Job responsibilities
Care Navigators provide a professional first line response to all callers, whether in person, by telephone, or electronically; and are responsible for ensuring all medical administration duties are performed effectively and to the required standard.
In addition to this Care Navigators
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed correctly
Receive telephone and personal requests and enquiries from patients and ensuring sufficient information collected for triage purposes, making appointments/dealing with request as required
Keep up to date with changes in procedures and information affecting the post
Ensure that mail and specimens are ready for collection by the courier.
Attend to any ad hoc IT issues
Attending team meetings and practice learning sessions
Open and close of premises procedures
Signpost patients to the correct service
Process personal, telephone and e-requests for appointments
Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
Initiating contact with and responding to, requests from patients, team members and external agencies
Photocopy documentation as required
Data entry of new and temporary registrations and relevant patient information as required
Input data into the patients healthcare records as necessary
Manage all queries as necessary in an efficient manner
Maintain a clean, tidy, effective working area always
Monitor and maintain the reception area and notice boards
Ensuring general office areas are kept tidy and safe in accordance with the Health and Safety and Fire policies. Reporting any defects or unsafe practices to the Practice Manager.
Support all clinical staff with general tasks as request
Completing opening and closing procedures in accordance practice policy
Partake in audit as directed by the audit lead
Answering general enquiries explaining surgery procedures, giving results to patients after the doctor has made the necessary comments, making new and follow-up appointments
Receiving and recording requests for home visits.
On a PLT day to ensure that telephone message is telling patients that we are closed for staff training. Also restoring telephone services in the morning after the PLT
Ensuring that Practice Notes, Docman and AccuRx messages and e-mails are dealt in a timely manner and efficiently.
Communicating information about any unresolved or urgent matter.
Maintaining confidentiality regarding patient issues and the affairs of the practice
Other specific duties which may be allocated to individual team members
- ensure that all enquiries, whether from patients or others, are handled in a timely, efficient, and courteous manner
- Scan documents, record keeping, and distribution of documents is undertaken efficiently, accurately, and promptly
- Are familiar with use of the computer and that entries on the computer are made accurately and promptly
- Ensure doctors letters are typed accurately and promptly, where required
Job description
Job responsibilities
Care Navigators provide a professional first line response to all callers, whether in person, by telephone, or electronically; and are responsible for ensuring all medical administration duties are performed effectively and to the required standard.
In addition to this Care Navigators
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed correctly
Receive telephone and personal requests and enquiries from patients and ensuring sufficient information collected for triage purposes, making appointments/dealing with request as required
Keep up to date with changes in procedures and information affecting the post
Ensure that mail and specimens are ready for collection by the courier.
Attend to any ad hoc IT issues
Attending team meetings and practice learning sessions
Open and close of premises procedures
Signpost patients to the correct service
Process personal, telephone and e-requests for appointments
Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
Initiating contact with and responding to, requests from patients, team members and external agencies
Photocopy documentation as required
Data entry of new and temporary registrations and relevant patient information as required
Input data into the patients healthcare records as necessary
Manage all queries as necessary in an efficient manner
Maintain a clean, tidy, effective working area always
Monitor and maintain the reception area and notice boards
Ensuring general office areas are kept tidy and safe in accordance with the Health and Safety and Fire policies. Reporting any defects or unsafe practices to the Practice Manager.
Support all clinical staff with general tasks as request
Completing opening and closing procedures in accordance practice policy
Partake in audit as directed by the audit lead
Answering general enquiries explaining surgery procedures, giving results to patients after the doctor has made the necessary comments, making new and follow-up appointments
Receiving and recording requests for home visits.
On a PLT day to ensure that telephone message is telling patients that we are closed for staff training. Also restoring telephone services in the morning after the PLT
Ensuring that Practice Notes, Docman and AccuRx messages and e-mails are dealt in a timely manner and efficiently.
Communicating information about any unresolved or urgent matter.
Maintaining confidentiality regarding patient issues and the affairs of the practice
Other specific duties which may be allocated to individual team members
- ensure that all enquiries, whether from patients or others, are handled in a timely, efficient, and courteous manner
- Scan documents, record keeping, and distribution of documents is undertaken efficiently, accurately, and promptly
- Are familiar with use of the computer and that entries on the computer are made accurately and promptly
- Ensure doctors letters are typed accurately and promptly, where required
Person Specification
Experience
Essential
- Excellent customer service skills
- Friendly and outgoing personality
- Computer literate
- Empathetic and responsive to patient needs
- Ability to use own initiative
- Ability to think on your feet and under pressure
- Discretion & Confidentiality
Desirable
- Previous experience in a similar role
- Competent user of Microsoft Office programmes
- Knowledge of/experience in a healthcare setting
- Previous experience or training in Customer Service
Qualifications
Essential
- Educated to GCSE grade A-C equivalent in Maths and English
- Desire to learn and develop skills within the role
Person Specification
Experience
Essential
- Excellent customer service skills
- Friendly and outgoing personality
- Computer literate
- Empathetic and responsive to patient needs
- Ability to use own initiative
- Ability to think on your feet and under pressure
- Discretion & Confidentiality
Desirable
- Previous experience in a similar role
- Competent user of Microsoft Office programmes
- Knowledge of/experience in a healthcare setting
- Previous experience or training in Customer Service
Qualifications
Essential
- Educated to GCSE grade A-C equivalent in Maths and English
- Desire to learn and develop skills within the role
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.
