Care Navigator

**JOB TITLE**: Care Navigator/Receptionist REPORTS TO: Reception Manager RESPONSIBLE TO: Practice Manager ACCOUNTABLE TO: GP Partnership JOB SUMMARY The purpose of the role is: To provide comprehensive administrative support for the general practice and to act as focal point for patients and staff. To receive and assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. 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. Facilitate effective communication between patients and members of the healthcare community.

Handle patient complaints in accordance with practice protocols. To provide an efficient and accurate support to the clinicians & patients. MAIN DUTIES 1. To respond to all queries and requests for assistance from patients and visitors at reception ensuring at all times that enquires from patients are efficiently and courteously handled.

2. To ensure that telephones are answered promptly and politely at all times, accurate messages taken and calls passed to the appropriate person as necessary, supplying information as required in a timely fashion. 3. To ensure that scanning, filing, record keeping and distribution of documents are undertaken efficiently and promptly.

4. To ensure that the waiting area and leaflet stands are at all times kept tidy and leaflets are re-stocked or removed as required and to check and put away deliveries of stock as required. 5. Use the surgery computer system for appointments, patient data, repeat prescriptions and other patient related tasks.

6. Greet patients and log arrival on the computer/show patients how to use the automated booking in service. 7. Collect any necessary information from the patient for their consultation, deal with any enquiries and provide any information the patient may need.

8. To send out recall letters or electronic invitations for chronic disease quality marker clinics in line with requirements of the GP Contract. 9. Record requests for house calls, ensuring accurate details are taken and print off visit summary.

10. To prepare mail for posting on a daily basis and deal with incoming mail as required, including date stamping. 11. To file all correspondence in appropriate files on a daily basis.

12. To prepare acute/repeat prescriptions for GP signature, ensuring at all times the correct name, address and date of birth of the patient. 13. To assist with new patient registrations together with inputting their necessary data onto computer and making up new files/amalgamating and process amendments to patient records.

14. To book interpreters as and when required for patients and advise whether or not request has been completed. 15. To ensure the prompt return of patient files on a weekly basis, ensuring that a printed summary/scanned images are included before returning.

16. To advise patients of relevant charges for private services, accept payment and issue receipts if necessary. 17. To photocopy information when required, ensuring photocopying is kept up to date at all times.

18. To cover duties of absent members of staff as and when required including cover during tea/lunch breaks at reception as and when required. 19. To send out DNA letters to patients.

20. To act as chaperone when requested and print off smear forms for the patient/check patient specific directives (PSD). 21. To attend staff meetings as required and participate fully in annual staff appraisal.

22. Any other clerical/reception duties as deemed appropriate and requested by line managers. 23. To be flexible in the workplace in terms of hours worked as and when the need arises.

24. To operate start and end of day procedures in line with practice policy and ensure premises are prepared for staff to receive patients and also secured after use. 25. To provide an efficient audio/copy typing service for GPs and health professionals as required.

Other duties, of a similar nature and appropriate to the job grade, may be assigned from time to time. HEALTH AND SAFETY RESPONSIBILITIES You should take note that under the Health & Safety at Work Legislation, you are required to take all reasonable steps while at work to ensure your own health and safety and the health and safety of those who may be affected by your acts or omissions at work. You are also required to co-operate fully with regard to implementation of health and safety arrangements and you should not interfere with or misuse anything provided in the interests of Health, Safety and Welfare at Work. SMOKING POLICY The Practice operates a Smoke Free policy and all employees must comply with this.

EQUAL OPPORTUNITIES The Practice is an equal opportunities employer and the post-holder will be expected to adhere to all equal opportunities principles. CONFIDENTIALITY An employee shall not as an employee of the practice or following the