Care Naviagtor/receptionist

DUTIES & RESPONSIBILITIES 1. Reception Duties Receive and direct patients and visitors on arrival at the reception area in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently. Assisting patients with self check-in as required. Provide help to patients and visitors with general enquiries, and to assist them to make appointments, using the electronic appointment system.

To advise patients of relevant charges for private services and take in fees from patients where applicable and issue receipts. To listen to patients complaints, remaining polite and empathetic at all times, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed. At the start of the day, make all necessary preparation to receive patients. At the end of the day ensure that the reception area is tidy and ready for use by staff the next day.

Deal with any paperwork received whilst on duty, ensuring no patient information is left in drawers/on desk within the reception area. Photocopy forms/patient information etc. ready for use. Good understanding of administrative duties Referrals, non NHS paid work, scanning, medical coding & summarising in order to best help the patient at point of contact to ensure patient contact is served with the upmost customer care that does not lead into multiple contacts for the patient.

Good understanding of prescriptions, ordering, issue of medication time frame, destination of pharmacy/chemist in order to best help the patient at point of contact to ensure patient contact is served with the upmost customer care that does not lead into multiple contacts for the patient 2. Operation of Telephone System Receive and make calls as required. Divert calls and take messages as appropriate Use of telephone management system, ensuring callers are not kept queuing longer than necessary and keeping talk time to a minimum. Transferring calls to out of hours services as required i.e.

on PLT days. Answer telephones promptly in a polite and professional manner and manage calls appropriately ensure phones are answered efficiently. Dealing with patients and other callers and forwarding to the most appropriate team member if necessary. 3.

Administrative Duties To register new and temporary patients who are in the practice area and inform patients of practice facilities. Register patients on the clinical system ensuring all details needed for the registration authority are completed. To check and accurately update patients addresses and telephone numbers and other contact information on the clinical system. Complete tasks sent via the clinical system.

To help with any other tasks that may require to be done in order to maintain efficient operation of the practice as requested by the doctors or managers. To attend reception meetings. To attend PLT training as scheduled. To support and mentor new staff.

To contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible. Ensure shutters are in place at the close of surgery and during PLT sessions (notices should be displayed for PLT) To be flexible to help cover for colleagues who are absent, or provide additional hours or take on additional duties in times of pressure/crisis. This is not an exhaustive list of duties but is intended as a guide. Communication Practice staff should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members.

Communicate effectively with patients and carers. Recognize peoples needs for alternative methods of communication and respond accordingly. Training and Education: Continually keeps up to date with current evidence based practice Involved in continuous practice development through arrangement of clinical in house training days and taking part in that through teaching and sharing of knowledge Supports and provides mentorship for newly employed staff Participates in in-house training provided Training will monitored by annual appraisals, you will be required to complete all mandatory training this is in-house, external and electronic modules and must be kept up to date. Adhere to practice policies and procedures.

Work Setting and Review Works under direct supervision of the Reception Lead Ability to prioritise duties to ensure patient needs are met Daily supervision and training of assistant post. Individual Responsibilities Attendance and completion of mandatory training as directed by the practice. Adhere to practice policies and procedures. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Completion of minimum necessary qualification (NVQ Level 2 in Customer Care), part of which the post holder will need to complete outside of working hours Confidentiality In the course of seeking treatment, pat