Receptionist/healthcare Navigator

8 months ago

Bristol, United Kingdom Pilning Surgery Full time

**RECEPTIONIST/CALL NAVIGATOR/ADMINISTRATOR**

**JOB SUMMARY**

The post holder will work on the reception desk and in the administration office. They will provide 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.

You will deal with patients confidentially, respectfully and holistically. You will help signpost patients to the most suitable clinician/service to best support their needs. Duties will include speaking to patients and carers, both face to face and on the telephone. You will also book appointments and deal with patient queries and enquiries.

You will liaise with other NHS bodies, health care providers, support workers and other professions on the telephone to help sort out problems and issues relating to the care of patients.

You will help support administrative processes within the practice and take on additional administrative tasks as requested, to support smooth and efficient workflow for the patient, clinical team and others involved in the healthcare of the patient.

At all times the post holder must act in a manner consistent with the ‘code of conduct and appearance’ when representing both Pilning Surgery and the NHS.

The following list serves to illustrate the scope and responsibilities of the post and is not intended to be exclusive.

**The post holder will be responsible for**:

- Answering the telephone with a professional and pleasant manner
- Dealing with patient queries accurately, efficiently and effectively
- Accurately take messages, include patient details, contact details and specific content of the message and convey to the appropriate person.
- Book appointments accurately and with the appropriate clinician using the EMIS clinical system
- Signpost and prioritise patients in line with appropriate training
- To take appropriate and accurate demographic/personal details of patients, to include disabilities, carer status and other details relating to equality and diversity.
- Deal with incoming confidential mails efficiently
- Opening, sorting and distributing incoming post in an efficient and timely way
- Use the clinical system effectively to inform clinical staff of relevant information relating to their patient.
- Completing patient requests for repeat medication accurately and within the practice standards operating process.
- Organise transport (emergency and non-emergency) if required
- Process patient registrations accurately and timely.
- Follow all start up and close down procedures daily to ensure security of the IT system and buildings.
- Liaise with technical support in the absence of IT support on the premises
- To assist the administration process of ordering, taking delivery and maintaining stock supplies, being mindful of delivery instructions such as refrigeration requirements and acting upon them
- To carry out specific, additional administrative tasks as requested and agreed with line manage, this will include scanning and coding of documentation onto patient records.
- Undertake any other duties required by the practice to assist in the day to day running of the service.
- Deal with situations involving distressed/unwell patients in line with policies and training
- Manage patients who may be verbally or physically aggressive in a professional manner, using the appropriate alert systems and by following policy and training.
- Deal with blood and urine specimens safely and in line with infection control policy, ensuring they are safely stored and ready for collection
- Manage financial transactions in line with set protocols
- Participate in a weekly staff rota to cover the reception/administration requirements during practice opening hours

**Communication**
- To communicate in a professional, friendly and helpful way with patients, carer’s and the general public to maintain an excellent profile for the surgery amongst its users
- To maintain confidentiality for all patients and users of the service
- To communicate effectively and sensitively with service users who may be angry, confrontational, upset, anxious, fearful or have communication difficulties such as poor language skills, hearing loss or disabilities.

**Responsibility**
- To carry out duties with a level of autonomy and minimum supervision, working within broad procedural guidelines
- Use own initiative to deal with own workload and day to day tasks
- To support the effect maintenance and management of office systems
- To be responsible for identifying own training needs and training needs that may help improve service quality
- To take responsibility when a clinician is unexpectedly not available in clinic, cancelling and rebooking appointments as directed
- Work in accordance with practice policies and procedures
- Report incidents and near misses to ensure the continued safety of staff, patients and visitors to the practice
- Report incidents and areas of non-compliance to ensure t

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