Job summary
We have an exciting opportunity within our friendly GP
practice for a receptionist / care navigator.
In this varied role you will become an integral part of the
team and the face of the surgery. You are the first point of contact and first
impression for our registered patients and play a crucial role.
As part of our online triage team as well as managing phone
and walk-in patients you will work together with each other and clinicians to
ensure patients get care navigated to the right services to meet their needs.
Days and Shift Pattern
- Our shifts start at 7:45 am or 12:30pm and are approximately 6 hours in length.
- We have multiple shifts available for someone looking to work a minimum of 16 hours per week.
- The afternoon shifts finish at 6:30pm and this will include a Friday afternoon.
Main duties of the job
Reception
- To receive and filter incoming online triage requests by patients, interpret them and navigate patients to the correct services to meet their needs
- To work closely with the online triage team to interpret patient requests and ensure they are offered appointments based on their clinical need
- To present a good first impression of the surgery by treating patients with kindness and empathy, taking time to understand their needs
- To ensure equity of access for our patients by ensuring you communicate with them appropriate and considering reasonable adjustments that may be required so they have the same ability to access services as everyone else
- To support clinicians during their surgeries with anything required
- To book ambulances
- To assist in the training of staff
Administrative
- To clear consulting rooms at the end of surgery
- To manage a fair share of tasks which are requests sent within the clinical system
- To prepare medication prescriptions for patients in line with protocols.
- To provide forms and information leaflets for patients including self-certification and prescription exemption forms
- To keep reception adequately stocked with all relevant forms
- To undertake general administrative duties as required to the position whether situated at the reception desk or within the administrative office.
- To attend meetings as required
- To ensure the reception area is kept tidy
- To assist in the training of staff
About us
Whitley House Surgery is a positive and forward-thinking GP Practice in Chelmsford. With a population of nearly 15,000 patients, it is one of the largest GP Practices in Mid-Essex. We recently underwent a full refurbishment providing a welcoming environment for both staff and patients.
The surgery is led by 5 GP Partners, 2 salaried GPs and a fantastic team of Nursing, Reception and Admin staff. We are a training practice and welcome a wide range of trainees from medical students through to resident doctors. We are driven to continually improve the surgery for the benefit of our patients.
We have an exciting opportunity within our friendly GP practice for a receptionist / care navigator.
In this varied role you will become an integral part of the team and the face of the surgery. You are the first point of contact and first impression for our registered patients and play a crucial role.
As part of our online triage team as well as managing phone and walk-in patients you will work together with each other and clinicians to ensure patients get care navigated to the right services to meet their needs.
Job description
Job responsibilities
Reception
- To open the surgery in the morning and lock up at night, ensuring the premises are secure.
- To receive and filter incoming online triage requests by patients, interpret them and navigate patients to the correct services to meet their needs
- To work closely with the online triage team to interpret patient requests and ensure they are offered appointments based on their clinical need
- To present a good first impression of the surgery by treating patients with kindness and empathy, taking time to understand their needs
- To ensure equity of access for our patients by ensuring you communicate with them appropriate and considering reasonable adjustments that may be required so they have the same ability to access services as everyone else
- To communicate clearly and accurately within the clinical system ensuring you follow up on all actions required
- To receive patients at the reception desk, check in those attending for appointments and ensure that they are sent to the correct clinician at the right time.
- To support clinicians during their surgeries with anything required
- To have an awareness of the on-call doctors whereabouts so that emergency situations may be highlighted to them
- To give out test results to patients ensuring you report clearly what clinicians have documented
- To book ambulances, in accordance with Practice procedure
- To assist in the training of staff
Administrative
- To clear consulting rooms at the end of surgery, ensuring any specimens are prepared for collection
- To manage a fair share of tasks which are requests sent within the clinical system
- To prepare medication prescriptions for patients in line with protocols.
- To provide forms and information leaflets for patients including self-certification and prescription exemption forms
- To keep reception adequately stocked with all relevant forms
- To undertake general administrative duties as required to the position whether situated at the reception desk or within the administrative office.
- To attend meetings as required
- To ensure the reception area is kept tidy
- To assist in the training of staff
Job description
Job responsibilities
Reception
- To open the surgery in the morning and lock up at night, ensuring the premises are secure.
- To receive and filter incoming online triage requests by patients, interpret them and navigate patients to the correct services to meet their needs
- To work closely with the online triage team to interpret patient requests and ensure they are offered appointments based on their clinical need
- To present a good first impression of the surgery by treating patients with kindness and empathy, taking time to understand their needs
- To ensure equity of access for our patients by ensuring you communicate with them appropriate and considering reasonable adjustments that may be required so they have the same ability to access services as everyone else
- To communicate clearly and accurately within the clinical system ensuring you follow up on all actions required
- To receive patients at the reception desk, check in those attending for appointments and ensure that they are sent to the correct clinician at the right time.
- To support clinicians during their surgeries with anything required
- To have an awareness of the on-call doctors whereabouts so that emergency situations may be highlighted to them
- To give out test results to patients ensuring you report clearly what clinicians have documented
- To book ambulances, in accordance with Practice procedure
- To assist in the training of staff
Administrative
- To clear consulting rooms at the end of surgery, ensuring any specimens are prepared for collection
- To manage a fair share of tasks which are requests sent within the clinical system
- To prepare medication prescriptions for patients in line with protocols.
- To provide forms and information leaflets for patients including self-certification and prescription exemption forms
- To keep reception adequately stocked with all relevant forms
- To undertake general administrative duties as required to the position whether situated at the reception desk or within the administrative office.
- To attend meetings as required
- To ensure the reception area is kept tidy
- To assist in the training of staff
Person Specification
Personal Attributes
Essential
- Reliable
- Flexible
- Good interpersonal skills both face to face and on the telephone
- Ability to work on your own and as Part of a team
- Good sickness record
- Good sense of humour
- Well presented
- Other
- Ability to work flexibly and to cover shifts, possibly at short notice, including early morning shifts starting 7.45am and afternoons up to 6.30pm
- Not currently registered as a patient at Whitley House Surgery, or willing to register elsewhere if successful
Experience
Essential
- Essential Skills
- Excellent communication skills
- Ability to work under pressure
- Ability to learn quickly
- Ability to prioritise work
- Ability to manage difficult situations
- Good level of IT skills
- Essential Experience
- Customer service experience - not necessarily in a GP environment
Desirable
- Desirable Experience
- Previous reception experience
- Experience of managing difficult patients
- Experience of working within an administrative position which required use of IT application.
- Experience of managing complaints
- Experience of SystmOne experience
Person Specification
Personal Attributes
Essential
- Reliable
- Flexible
- Good interpersonal skills both face to face and on the telephone
- Ability to work on your own and as Part of a team
- Good sickness record
- Good sense of humour
- Well presented
- Other
- Ability to work flexibly and to cover shifts, possibly at short notice, including early morning shifts starting 7.45am and afternoons up to 6.30pm
- Not currently registered as a patient at Whitley House Surgery, or willing to register elsewhere if successful
Experience
Essential
- Essential Skills
- Excellent communication skills
- Ability to work under pressure
- Ability to learn quickly
- Ability to prioritise work
- Ability to manage difficult situations
- Good level of IT skills
- Essential Experience
- Customer service experience - not necessarily in a GP environment
Desirable
- Desirable Experience
- Previous reception experience
- Experience of managing difficult patients
- Experience of working within an administrative position which required use of IT application.
- Experience of managing complaints
- Experience of SystmOne experience
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.