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Receptionist - Care Navigator

3 months ago

Burton upon Trent, Staffordshire, United Kingdom Trent Meadows Medical Practice Full time

JOB TITLE:
RECEPTIONIST -CARE NAVIGATOR

REPORTS TO:
Operations Manager


HOURS:
25 hours per week

SALARY:
PRO RATA TO 25

HOURS

LOCATION:
Branston Surgery and Stretton Surgery

Job summary:

The purpose of the role is to:

  • Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
  • Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
  • Undertake a variety of administrative duties to assist in the smooth running of the practice including the provision of clerical support to clinical staff and other members of the practice team
  • Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Duties and responsibilities:


The duties and responsibilities to be undertaken by members of the practice receptionist team include any or all of the items in the following list.

Duties may be varied from time to time under the direction of the Lead Receptionist dependent on current and evolving practice workload and staffing levels:

  • Opening up/lockingup of practice premises and maintaining security in accordance with Practice protocols.
  • When last to leave at the end of the day, ensure that the building is totally secures, internal lights are off and the alarm activated.
  • Maintaining, running and monitoring the practice appointments system
  • Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
  • Processing and distributing incoming (and outgoing) mail
  • Taking messages and passing on information
  • Filing and retrieving paperwork
  • Processing repeat prescriptions in accordance with practice guidelines
  • Referring to clinicians requests for acute prescriptions from patients.
  • Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
  • Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
  • Clearing and restock consulting rooms as required
  • Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
  • Ordering, reordering and monitoring of stationery and other supplies.
  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
  • Deal with all general enquiries, explain procedures and make new and followup appointments.
  • Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and nondisruptive manner.
  • Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
  • Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
  • Maintain a presentable appearance and a friendly and helpful demeanour at all times.
  • Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to duty doctor.
  • Handling patient requests for results in a confidential manner. Establish test type and appropriately advise of outcome, booking followup appointments where required. Results must be chased in cases where the lab has not responded in accordance with expectations.
  • Book ambulance transport where criteria are met, always passing over details on the same day as the request is taken.
  • Maintain an accurate log of xray, ultrasound, MRI and CT referrals passed by Doctors.
  • Receive "sample" envelopes from patients, ensuring that they are correctly labelled and sealed.
  • Handle the post and samples being collected and delivered by the hospital courier on a daily basis.
  • Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.
  • Ensure that all new patients are registered onto the computer system promptly and accurately
  • Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
  • Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter
  • Ensuring that informative signs and presentations are up to date and visible.
  • Remove all cutlery and crockery from Reception area and wash up at regular intervals throughout the day.
  • Send faxes to the appropriate person or department on a daily basis, ensuring that they have been transmitted, also checking the fax machine regularly to deal with incoming correspondence in the approp