Care Navigator Receptionist

1 week ago

Wallington, Greater London, United Kingdom Wallington Family Practice Full time



JOB TITLE:
Care Navigator Receptionist



RESPONSIBLE TO:
Reception Supervisor and Assistant Practice Manager



ACCOUNTABLE TO:
All Partners and the Practice Business Manager



WORKING HOURS:
14.5hrs pw (3x shifts per week, Tuesday, Wednesday and Thursday 1/1.30-6/6.30pm)



SALARY:
Starting rate £11.07 (review at end of probation period - usually 6

months)

OVERVIEW
Wallington Family Practice currently provides general medical services to a population of approximately 16500 patients.

It has 9 GPs, 2 Physician Associates, 2 Pharmacists, a Senior Nurse, 3 Practice Nurses, 1 HCA, and an extensive team of admin and reception staff.

We work closely with other internal associated staff including; Physios, Social Prescribers, Health Coaches and Mental Health Practitioners.


We are a busy pro-active training practice in a purpose built health centre and a member of the Wallington Primary Care Network of practices.


The main purpose of this role is to provide efficient, courteous and responsive reception, care navigation and administrative support to the practice catering to the diverse needs of patients and supporting others where necessary.


MAIN DUTIES AND RESPONSIBILITIES

  • To make appointments for patients attending the surgery or on the telephone using the computerized clinical system.
  • To suitably triage and signpost patients to other services where applicable including associated services and external services including community pharmacy
  • 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 rearrange 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 xrays, 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


The practice requires staff to be fully vaccinated in line with current CQC requirements and it also strongly recommends all patient facing staff are fully vaccinated for Covid-19.


Data quality:

  • To work within the clinical computer system and other systems 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 people's 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 nonjudgmental 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:

  • To compl

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