Receptionist/care Navigator

**JOB TITLE: RECEPTIONIST / CARE NAVIGATOR**

REPORTS TO: RECEPTION LEAD
- **Are you compassionate with a desire to make a difference?**:

- **Are you a good listener, able to assist people in accessing the help they need?**:

- **Can you stay calm under pressure - no matter how difficult things get?**
- Possess excellent customer care skills and show compassion for others
- Be resilient to deal with anxious and demanding patients
- Have the ability to prioritise tasks and remain calm under pressure
- Work to a high professional standard and avoid mistakes
- Demonstrate excellent IT skills and a desire to improve efficiency
- Possess excellent communication skills to liaise with patients and colleagues
- Demonstrate flexibility in hours to support the service

**JOB DESCRIPTION**

**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, via the telephone or online.

**Responsibilities**:
Reception Duties
- Meeting and greeting patients consulting with members of practice team
- Answering / assisting patients with queries and questions
- Listening to patients and directing their needs to the most appropriate professional
- Arrange specialist appointments requested by GPs and other healthcare professionals
- Maintain the highest standards of patient care / customer service at all times
- Receive, record and process requests for home visits
- Provision of early morning, evening and weekend cover as required by the Enhanced Access commitments of the practice
- Booking, cancelling and rearranging patient appointments as requested by patients and healthcare professionals
- Liaising with other health, social and voluntary care providers to ensure continuity of care for patients
- Arrange interpreting services for patients who do not have English as a first language
- Booking patient transport as required where criteria for use is met
- Participation in all reception workstations (front Desk, Appointments, Prescriptions and General Enquiries) as required

General Administration
- To have a thorough knowledge of all Practice procedures
- To work in accordance of written protocols
- Generate patient prescriptions manually and electronically
- Process, file and allocate eConsultation requests
- Process queries from the local care home and arrange clinical intervention where required.
- Produce Invoices and manage non-NHS fee based work
- Register temporary patients who are visiting the practice catchment area for less than 14 days (beyond this time patients should be encouraged to register normally)
- Process changes in patient contact details in line with practice policy
- Process repeat prescription request in accordance with practice guidelines (including monthly requests from the local care home).
- Complete any other administrative tasks as requested by the Reception Lead or the partners

Computer Literacy
- Be proficient in the use of the clinical record system (EMIS Web) to ensure that patient records are accurately and contemporaneously updated
- Be proficient in the use of the document management system (Docman 10) to ensure that outgoing and incoming correspondence is correctly recorded in the patient notes
- Be proficient in the use of the practice intranet (Aglio TeamNet) to ensure that required information can be quickly accessed and disseminated
- Be confident in the use of MS packages, particularly Word and Outlook to be able to send patient correspondence manually and electronically
- Be willing to learn new software packages as required to support the delivery of care to our patients

Other Tasks
- Ensure building security - have thorough knowledge of doors/windows/alarm systems. This includes setting the alarm, locking the front doors and lowering the reception security shutter.
- Have working knowledge of telephone system, during and after hours
- Participation in seasonal vaccination clinics to provide data inputting support to vaccinators
- Any other tasks allocated by managers

**Enhanced Access**

The post-holder will be required to participate in rotas to provide extended opening early in the morning, later in the evening and at weekends. Currently this commitment comprises;
- Participation in a rolling rota to provide reception services between 08:30 and 10:30 on Saturday mornings
- Contribution to covering early opening (from 07:30) on Wednesdays and Thursdays and evening opening (until 19:15) dependent on your contracted shift pattern
- Contribution to covering evening opening (from 18:00) on Tuesdays and alternate Thursdays (until 20:00) dependent on your contracted shift pattern

These hours are in addition to contracted hours and are paid at an enhanced rate.

**Confidentiality**:

- In the course of seeking treatment, patients entrust us with, or