Receptionist/care Navigator

3 months ago

Leeds, United Kingdom Hawthorn Surgery Full time

A Receptionist/Care Navigator will often be the initial point of contact for patients and visitors to the Practice, be it in person, by telephone, or other means. They will have to communicate with others courteously and appropriately, maintain patient confidentiality and abide by the Practice rules and regulations at all times. They will file, sort, distribute and keep in good order, patient case notes, and other Practice paper and electronic information and help maintain a safe, secure, clean and tidy Practice environment. SCOPE OF THE JOB THE RECEPTIONIST/CARE NAVIGATOR WILL BE RESPONSIBLE TO: the Practice Manager and Partners.

**THE RECEPTIONIST/CARE NAVIGATOR WILL BE RESPONSIBLE FOR**: Manning the reception area, care navigation of patients, making appointments, taking messages and requests, using the phone, office equipment and computer system, filing, and Practice security, acting as chaperone when required. Willing to work altered hours to cover staff absences. To have a thorough knowledge of all practice procedures. To work in accordance with written protocols.

JOB DESCRIPTION Provide an effective and polite telephone enquiry service, including the answering of incoming telephone calls ensuring they are documented and redirected accordingly. Provide efficient reception desk duties and greet patients and visitors in a courteous manner. Book in patients and visitors in line with Practice appointments and visitors procedures. Respond and / or redirect all patient and visitor requests accordingly.

Coordinate the reception desk automated patient check-in computer ensuring that the correct information is displayed for patients. Proactively communicate information between relevant patients, doctors and professionals Deal with requests for forms to be completed by a doctor (e.g. holiday cancellation / other insurance etc). Take payment and issue receipts where necessary in line with practice protocols.

Ensure the computerised appointment system is managed efficiently in line with Practice protocols including the booking, amending and cancellation of patient appointments. Coordinate requests for home visits. Identify when there is a need for urgent action or step-up in care and alert the relevant professional(s) Coordinate the filing and retrieval of manual patient notes from their storage location (second floor room and loft area). Input new patient registration request forms onto the computer system promptly.

Update change of patient details on to the computer system when notified. Deal with forms completed by the GPs as necessary e.g. maternity benefit / prescription exemption / carers / notification of infectious diseases etc. Deal with Temporary resident patients in line with practice protocols.

Record patient deaths in line with practice protocols. Ensure that when patients have died or left the practice their notes are removed from our system and returned to the health authority (Deductions). Proactively liaise with external parties to coordinate patient requests for NHS transport bookings. Coordinate the archiving of paperwork into the storage cupboard and then removed and securely shredded when required.

Ensure that confidential paperwork is shredded, bagged up and removed from the office on a regular basis. Produce, check and distribute requests for repeat prescriptions. Deal with queries received at the prescriptions desk liaising with the practice pharmacy team as necessary. Deal with incoming mail in line with practice protocols.

Distribute items accordingly. Coordinate the scanning and attaching of paperwork on to the practice computer system. Photocopying and redacting of medical records. Prepare outgoing mail items ready for collection.

Ensure computer security is preserved when not at your screen and maintaining password security at all times. Ensure that any complaints or incidents are recorded / dealt with in line with practice protocols. Closing the surgery at the end of the working day, involving closing the shutters, putting away prescriptions in fireproof cabinet, and diverting the telephone to the Out of Hours service. Work as an effective team member and participate in team meetings that create opportunities to improve service levels.

Assist with the induction training of new team members in line with departmental / practice policies and procedures. Liaise with others as necessary to ensure the provision of efficient internal and external support required to achieve objectives. Prioritise, organise and manage workload in a manner that maintains and promotes quality and achieves objectives. Work safely and securely at all times in accordance with legislative requirements and Practice Policy and Procedures.

This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable additional duties which may be requested from time to time. Vulnerable Adults, Children and Young People All membe

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