Care Navigator/Receptionist

Job Summary:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

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

Job Responsibilities:

Administration

• To have a thorough knowledge of all Practice procedures.
• To work in accordance of written protocols
• Have knowledge and promote the online access service to patients. Knowing how to enroll patients including children and carers, re-issue passwords and re-set their access.
• Sending out correspondence to patients for new registration medicals and letters to patients if we cannot contact by telephone
• Processing and distributing incoming (and outgoing) mail
• Providing clerical assistance to Practice as required from time to time, including word/data processing, filing, photocopying and scanning
• Monitor and action surgery emails according to protocol

Reception

• Receiving patients, consulting with members of Practice team
• Keep a check on reception waiting room to ensure all patients have checked in, either via checking in screen or reception desk
• Handing completed repeat prescriptions to patient and checking names and address, add information onto prescription pick up list and ensure patient signs before handing over prescription.
• Be able to cover all reception position as necessary, following allocated jobs for the person you are covering
• Keep reception area tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
• Ensure visitors sign in and out of the visitors book.

Appointments

• Process appointment requests for today and future appointments from patients by telephone and in person.
• Care Navigate each person that requests an appointment
• Book minor surgery appointments into allocated slots
• Appointments for taxi medicals etc should be consulted first with relevant GP and appointment details & time, not part of the GP appointment list, noted down in Message book and confirmed with relevant GP
• Deal with visits requests

Computer

• Registrations of new patients accurately and promptly – computer data entry and medical records.
• Process patients change of address including all family members– computer data and medical records
• Ensure up to date telephone numbers are recorded in the allocated slot on the registration screen for each patient
• Process repeat prescription request in accordance with Practice guidelines.

Telephone

• Have working knowledge of telephone system, and telephone messaging system.
• Know how to record/alter the holiday telephone message for Bank Holiday periods.
• Answer phone swiftly with your name, in a pleasant and helpful manner

Other Tasks

• Set up and clear rooms after surgeries
• Opening up premises at the start of the day when 1st to arrive, de-active alarm, open all shutters and make necessary preparations to receive patients.
• Ensure, when allocated to lock up at end of day, that the building is totally secured, internal lights, fans, heaters, TV etc are all turned off and Answer machine is turned on, activate alarm
• Ensure building security – have thorough knowledge of doors/windows/alarms.
• Make coffee for doctors
• Any other tasks allocated by Practice Manager, GPs or Deputy Manager

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
• The Data Protection Act 1998 and Caldicott Prinicpals must be adhered to.

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, to 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 free from hazards
• Reporting potential risks identified
• Ensure knowledge of Fire Exits & Fire Alarms and Fire eviction procedure

Equality and Diversity:

The post-holder will 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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Information Governance:

The post holder must keep up to date with the requirements of Information Governance: undertake mandatory training and follow the Practice Policies and Procedures to ensure that information is dealt with legally, securely, efficiently and effectively.

Safeguarding:

All employees have a duty for safeguarding and promoting the welfare of children and adults at risk. The post holder must be familiar with, and adhere to, the Practices Safeguarding Policy and the process for raising concerns about the welfare of anyone with whom they have contact. The post holder must also attend or undertake the appropriate level of Safeguarding Children & Adult training.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• All mandatory training either in person or on-line, and any other training relevant to the post
• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Attend Practice/Receptionist Meeting
• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize people's needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

• Apply Practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Job Types: Full-time, Part-time

Pay: £12.21 per hour

Expected hours: 15 – 35 per week

Education:

• GCSE or equivalent (preferred)

Experience:

• GP surgery: 1 year (required)

Location:

• Blackburn BB1 5ER (preferred)

Work Location: In person