General Practice Care Navigator Receptionist

Job description

Job responsibilities

MAIN DUTIES AND RESPONSIBILITIES

To make appointments for patients attending the surgery or on the telephone using the computerized clinical system.

To ensure patients who do not have appointments but who need urgent medical attention are responded to appropriately and in line with practice protocols and policies.

To cancel and re-arrange appointments when necessary.

To support and advise those enquiring about registration or those who need temporary registration

To respond to any queries and requests for assistance from patients and visitors

To advise patients of relevant charges for private services, take payment, record and issue receipts

To appropriately address requests for home visits in line with practice protocols

To take pathology samples, and respond to requests for x-rays, certificates, etc as needed

To retrieve and file records as required ensuring they are kept in the correct order and filed correctly and safely

To make and receive calls to patients and other healthcare professionals as required and directed to do so in a courteous and appropriate manner

To divert calls or take messages for others

To handle enquiries for online access from existing and new patients and process accordingly

To ensure the building is opened and closed correctly in line with internal guidelines and security arrangements

Report any premises issues to the building information desk or on site caretaker as required

Report any immediate IT, clinical system or other system issues to the relevant provider using the information provided

To participate in practice meetings and team meetings

To keep the reception and office working areas clear and tidy and suitable for other users at all times

To undertake other duties as may from time to time be asked and consistent with the post and where capacity permits

OTHER INFORMATION

Health & safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety policy and the practice Infection Control policy.

This will 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 and keeping them free from hazards

Actively reporting health and safety hazards and infection hazards immediately when recognised

Reporting potential risks identified

Data quality:

To work within the clinical computer system to improve data quality.

Equality and diversity:

To support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes 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 beliefs of patients, carers and colleagues.

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

Personal/Professional development:

To 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.

Quality:

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.

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 is to 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.

DBS:

The post-holder will be required complete a satisfactory check from the Disclosure and Barring Service concerning any former criminal convictions. You should note that employment within the practice is not subject to the Rehabilitation of Offenders Act 1974, and that you are required to declare all criminal convictions, even those which are classed as spent.

Person Specification

Qualifications

Essential

• GCSE English & Maths Grade C or above or equivalent

Experience

Essential

• Customer service experience
• Experience of working to set guidelines, protocols and procedures Good team working skills and experience
• Excellent communication skills
• Ability to work in a busy environment and to prioritise and work to tight deadlines
• Ability to organise, motivate and support colleagues incl new starters Ability to listen and empathise
• Ability to learn new software and systems and cascade learning to others
• Able to use own judgment and resourcefulness
• Good time management skills
• Adaptable and flexible to a changing environment
• Diplomatic and calm in stressful situations
• Confident and assertive
• Reliable and trustworthy
• Flexibility of working hours and able to respond to the needs of the business sometimes at short notice to cover for absent colleagues
• Neat tidy and presentable to the public
• Ability and willingness to undertake training

Desirable

• Have worked in a NHS General Practice Setting before
• Have working knowledge of EMIS Web
• Have a good working knowledge of Microsoft Office Applications
• Experience of working in a multi-disciplinary team
• Experience of scanning and document management systems

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

Wallington Family Practice

Address

Jubilee Health Centre

Shotfield

Wallington

SM6 0HY

Employer's website

https://www.wallingtonfamilypractice.nhs.uk/ (Opens in a new tab)