Job summary
We have an opportunity for an additional Care Navigator (Receptionist) with Dispensary Assistant Qualifications to join our team at Martlesham Heath Surgery.
A great opportunity to work with an innovative and expanding surgery alongside current members of staff.
We are looking for individuals with combined Dispensary knowledge and excellent patient or customer centred care skills, candidates with previous experience or transferable skills will be taken into full consideration. Primary Care knowledge is desirable but not essential as full training will be provided. The successful candidate will work under the supervision of a Reception / Dispensary Supervisor and with the wider established teams.
Our Reception Team are the first point of contact for our patients, ensuring each individual patient is offered a positive experience by providing a caring service.
We currently utilise Anima, a clinical system to allow online contact with our patients. Some, not all, requests for GP care are received via this system.
Working hours are part-time between 8-10 hours a week with additional overtime, sickness and annual leave cover also available.
Full discussion of availability / working hours will be had at interview.
Main duties of the job
Care Navigator (Reception) Role
- To act as the first line of contact for our patients either on the phone, in person or via online platforms, providing a high-quality Care Navigation service to all patients and visitors to the surgery
- Meeting and greeting patients, their families or representatives, and visitors to ensure they receive an efficient, polite, and helpful response at all times
- Maintaining a selection of administrative duties in a timely and efficient manner
- Working with the other team members to ensure the smooth running of the Reception area and handling of appointments, follow ups and outcomes where relevant
- Assisting the other teams within the surgery if required
- Providing support and assistance to the Reception Supervisor as required
Dispensary Assistant Role
- Carry out routine dispensing activities in accordance with a prescription by following Standard Operating Procedures (SOPs) and complying with all legal requirements. This list is not exhaustive.
- Accurately maintain Patient Medication Records (PMR) to ensure patient safety and in accordance with data protection requirements
- Identify medicine related problems or queries and bring these to the attention of the Responsible Pharmacist or Clinician available
- Assist with stock control and receive stock in accordance with SOPs
- Ensure the safe and appropriate storage of medicines
- Perform regular date checks, stock takes, unloading deliveries.
These lists are not exhaustive and other duties may be added
About us
We are a small but passionate and close knit surgery located in Martlesham, surrounded by affluent and prosperous areas on the outskirts of Ipswich. Our staff and patients are held with the upmost importance and we strive daily to look after them to the highest possible standard. All staff from clinical to non-clinical are offered a well-balanced workload and have full access to a supportive team both in and out of their specialist area.
Martlesham Heath Surgery itself is a PMS practice using SystmOne clinical system. We are pleased to announce our connection with the new Wolsey PCN, this new collaboration is between a select number of GP practices within the local area.
Job description
Job responsibilities
Care Navigator (Reception)
While providing a professional, respectful and efficient call handling and face to face service, our Care Navigators occupy many roles and play a crucial part in helping our patients get to the right support, at the right time, to help manage a wide range of needs.
Each member is trained to deal with a variety of associated administration duties and follow all relevant procedures, policies and processes to ensure they are working in an efficient and courteous manner at all times.
The Care Navigator will embed and sustain an ethos of care throughout the team; providing advice and guidance and signposting patients to the most appropriate clinician/service both within and out of the surgeries capacity.
Below highlights areas of daily duties:
- Dealing with all general enquiries efficiently with the ability to explain protocols and procedures, make new and follow-up appointments by booking, cancelling and rearranging appointments
- Answering phones in polite and a timely manner
- Processing telephone, in person and askmyGP requests for appointments, visits and telephone consultations and ensuring callers are given accurate information
- Dealing with incoming documents as per practice protocols and procedures
- Liaising with local hospitals, pharmacies and other health care professionals as required
- Taking messages or sharing relevant new information when presented, ensuring accuracy of detail with prompt and appropriate delivery methods
- Management of tasks, askmyGP requests and maintenance of patient notes
- Where relevant, processing, following up or informing patients of results and dealing with urgent queries
- Printing blood forms and completion of any other administrative forms as necessary
- Chaperoning patients as and when required (training provided)
- Safely handling / processing samples received from patients following practice protocols
- Attending mandatory training sessions
- Accepting payment and issue receipts for relevant charges for private (non General Medical Services) services
- Provide support in achieving the Practice Targets such as QOF and Clinical Audits
- Maintaining knowledge of the appointment system and request training where necessary
- Registering new patients within the timeframe set and providing accurate information regarding registration queries
- Maintaining patient records with up to date information where necessary
- Front of house duties, such as, checking in patient for appointments and dealing with any requests whilst adopting relevant triaging protocol
- Dealing with any queries from clinicians in a timely manner
- Attending team meetings
- Ensure closing protocol is fulfilled when completing closing shifts
- Any other duties considered appropriate to the post by Management / Reception Supervisor
Dispensary Assistant
At Martlesham Heath Surgery, we offer a service for dispensing and we pride ourselves in the service we provide to our patients. You will be able to project a positive and friendly image to dispensary patients and other visitors and deal with queries in a professional, courteous and efficient manner. Along with assisting in the preparation of all aspects of dispensing and assist with stock control, ordering and re-stocking of the dispensary.
Your main duties and responsibilities will include, but will not be limited to:
- Issuing stock items and prepared prescriptions
- Collection of prescription charges/checking patient exemption statements
- Operation of efficient stock control appropriate to the needs of the
dispensary with the objective of ensuring continuity of supply for patients
and minimising wastage
- Ensuring that drugs are received and stored in an appropriate manner in
accordance with the manufacturers instructions, this may be inclusive of refrigerated items.
- Cleaning work surfaces and shelving on a regular basis and ensuring that
that all dispensary equipment is kept clean and kept in good working
order.
- Maintaining full and accurate records of all dispensing transactions.
- Undertaking other reasonable duties within the framework of the post
- Dispensing and checking repeat prescriptions
- Reviewing orders for repeats and dealing with any associated queries.
Knowledge and understanding about the
appropriateness of requests for medication is required, checking with the appropriate Clinical Team or in patient records if there are any concerns.
Job description
Job responsibilities
Care Navigator (Reception)
While providing a professional, respectful and efficient call handling and face to face service, our Care Navigators occupy many roles and play a crucial part in helping our patients get to the right support, at the right time, to help manage a wide range of needs.
Each member is trained to deal with a variety of associated administration duties and follow all relevant procedures, policies and processes to ensure they are working in an efficient and courteous manner at all times.
The Care Navigator will embed and sustain an ethos of care throughout the team; providing advice and guidance and signposting patients to the most appropriate clinician/service both within and out of the surgeries capacity.
Below highlights areas of daily duties:
- Dealing with all general enquiries efficiently with the ability to explain protocols and procedures, make new and follow-up appointments by booking, cancelling and rearranging appointments
- Answering phones in polite and a timely manner
- Processing telephone, in person and askmyGP requests for appointments, visits and telephone consultations and ensuring callers are given accurate information
- Dealing with incoming documents as per practice protocols and procedures
- Liaising with local hospitals, pharmacies and other health care professionals as required
- Taking messages or sharing relevant new information when presented, ensuring accuracy of detail with prompt and appropriate delivery methods
- Management of tasks, askmyGP requests and maintenance of patient notes
- Where relevant, processing, following up or informing patients of results and dealing with urgent queries
- Printing blood forms and completion of any other administrative forms as necessary
- Chaperoning patients as and when required (training provided)
- Safely handling / processing samples received from patients following practice protocols
- Attending mandatory training sessions
- Accepting payment and issue receipts for relevant charges for private (non General Medical Services) services
- Provide support in achieving the Practice Targets such as QOF and Clinical Audits
- Maintaining knowledge of the appointment system and request training where necessary
- Registering new patients within the timeframe set and providing accurate information regarding registration queries
- Maintaining patient records with up to date information where necessary
- Front of house duties, such as, checking in patient for appointments and dealing with any requests whilst adopting relevant triaging protocol
- Dealing with any queries from clinicians in a timely manner
- Attending team meetings
- Ensure closing protocol is fulfilled when completing closing shifts
- Any other duties considered appropriate to the post by Management / Reception Supervisor
Dispensary Assistant
At Martlesham Heath Surgery, we offer a service for dispensing and we pride ourselves in the service we provide to our patients. You will be able to project a positive and friendly image to dispensary patients and other visitors and deal with queries in a professional, courteous and efficient manner. Along with assisting in the preparation of all aspects of dispensing and assist with stock control, ordering and re-stocking of the dispensary.
Your main duties and responsibilities will include, but will not be limited to:
- Issuing stock items and prepared prescriptions
- Collection of prescription charges/checking patient exemption statements
- Operation of efficient stock control appropriate to the needs of the
dispensary with the objective of ensuring continuity of supply for patients
and minimising wastage
- Ensuring that drugs are received and stored in an appropriate manner in
accordance with the manufacturers instructions, this may be inclusive of refrigerated items.
- Cleaning work surfaces and shelving on a regular basis and ensuring that
that all dispensary equipment is kept clean and kept in good working
order.
- Maintaining full and accurate records of all dispensing transactions.
- Undertaking other reasonable duties within the framework of the post
- Dispensing and checking repeat prescriptions
- Reviewing orders for repeats and dealing with any associated queries.
Knowledge and understanding about the
appropriateness of requests for medication is required, checking with the appropriate Clinical Team or in patient records if there are any concerns.
Person Specification
Experience
Essential
- A combination of experience is required for both aspects of this position:
- Confident and welcoming demeanour with a compassionate and caring attitude in all situations
- Face to face, patient focused care
- Basic IT knowledge and experience including carrying out basic internet navigation
- Experience of data entry or diary use
- Basic knowledge of and experience of using Microsoft Office Word, Excel, Outlook, Teams
Desirable
- Knowledge or experience of working as a receptionist within the NHS or Primary Care
- Call handling experience
Skills
Essential
- Good organisational skills
- Ability to organise and maintain office space.
- Ability to cope with a busy and fast paced working environment
- Able to work on own initiative and as part of a team
- Good communication skills (written and verbal)
- Excellent IT skills
- Strong team player
- Smart appearance
- Exercise tact and discretion at all times
- Demonstrate initiative to handle any unforeseen events during a
- shift
- Demonstrate flexibility towards new working practices and
- towards working hours
Qualifications
Essential
- NVQ level 2 in Dispensing or equivalent qualification is required
Person Specification
Experience
Essential
- A combination of experience is required for both aspects of this position:
- Confident and welcoming demeanour with a compassionate and caring attitude in all situations
- Face to face, patient focused care
- Basic IT knowledge and experience including carrying out basic internet navigation
- Experience of data entry or diary use
- Basic knowledge of and experience of using Microsoft Office Word, Excel, Outlook, Teams
Desirable
- Knowledge or experience of working as a receptionist within the NHS or Primary Care
- Call handling experience
Skills
Essential
- Good organisational skills
- Ability to organise and maintain office space.
- Ability to cope with a busy and fast paced working environment
- Able to work on own initiative and as part of a team
- Good communication skills (written and verbal)
- Excellent IT skills
- Strong team player
- Smart appearance
- Exercise tact and discretion at all times
- Demonstrate initiative to handle any unforeseen events during a
- shift
- Demonstrate flexibility towards new working practices and
- towards working hours
Qualifications
Essential
- NVQ level 2 in Dispensing or equivalent qualification is required
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.