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Manston Surgery Care Navigator/Receptionist
3 months ago
Job summary
Working within the Manston Surgery reception /administration team, the post holder will help provide a friendly and welcomingservice for all patients. Help with thehigh-quality support in the daily running of the practice as an individual andteam player.
To undertake a range of administrative duties required to maintain thesmooth running of the practice and enable the team to achieve their objectivesand meet required deadlines. As a Care Navigator the post holder willsupport patients to access the right health care in a professional andefficient manner. Follow practice processes to actively signpost patients tothe most appropriate healthcare professional and service, whilst handling anycomplex queries and challenging situations in a professional manner, ensuringany issues are resolved where possible, at the first point of contact. Assistboth clinical and admin colleagues with the smooth running of the receptionarea and surgery building.
Please note working hours will be between7:30am - 6:00pm
28 Hours per week (hours will be worked over 5days, flexible hours, the successful candidate will be given their work pattern2 weeks in advance)
This advert may close early should the rightcandidate be found.
Main duties of the job
To welcome patients presenting either in person or by telephone;ensuring you respond promptly and positively.
Book appointments for patients and cancel appointments where needed.
Support patients in navigating to the most appropriate service, whichmay include informing patients of external health care providers and onlineservices.
Effectively handle all queries that present at the practice; problemsolving, signposting and escalation of matters, as appropriate.
Ensure patient records are accurate and kept up to date and that allpatient contacts are documented in the system using the Care NavigationTemplate.
Initiating contact with and responding to requests from patients, otherteam members and associated healthcare providers.
Carrying out administrative duties which include scanning, tasks, out ofhours reports, new patient registrations (including basic urine dip), openingand sorting of post (both internal and external), photocopying reports,updating patient details, filing INR reports and data inputting as requested.
Processing medication requests, including issuing repeat medication andappliance items, as well as forwarding patient requests onto the practicepharmacy team/on-call GP.
About us
The post-holder is expected to comply with the employment policies and procedures, with due regard to clinical and information governance policies and procedures, and any other policies and procedures necessary for the safe and effective discharge of the duties contained within this document.This job description is subject to a flexibility clause and may change according to business requirements.
Job description
Job responsibilities
MAIN DUTIES ANDRESPONSIBILITIES
To welcome patients presenting either in person or by telephone;ensuring you respond promptly and positively.
Book appointments for patients and cancel appointments where needed.
Support patients in navigating to the most appropriate service, whichmay include informing patients of external health care providers and onlineservices.
Effectively handle all queries that present at the practice; problemsolving, signposting and escalation of matters, as appropriate.
Ensure patient records are accurate and kept up to date and that allpatient contacts are documented in the system using the Care NavigationTemplate.
Initiating contact with and responding to requests from patients, otherteam members and associated healthcare providers.
Carrying out administrative duties which include scanning, tasks, out ofhours reports, new patient registrations (including basic urine dip), openingand sorting of post (both internal and external), photocopying reports,updating patient details, filing INR reports and data inputting as requested.
Processing medication requests, including issuing repeat medication andappliance items, as well as forwarding patient requests onto the practicepharmacy team/on-call GP.
Communicating effectively with local pharmacy staff andresolving/investigating any queries they may have.
Processing e-consults via system one and triaging the patientaccordingly using signposting where necessary.
Opening up/locking up of practice premises and maintaining security inaccordance with practice protocols.
Carry out chronic disease recalls and vaccination campaigns, bookingrelevant appointments working from a list to ensure clinics are fully utilised
Informing patients of test results and following up with instructionsfrom clinicians.
Keeping the reception area and notice boards clean, tidy and up to date.
Taking payments for private documents from patients and providingreceipts
Support all clinical staff with general tasks as required.
Assisting the Site Co-ordinator with weekly fire alarm checks andweekly/monthly legionella testing, when required.
Assisting the Site Co-ordinator with weekly room plans and petty cashrecords, when required.
To be able to work with people from a wide variety of cultures andbackgrounds, and people with disabilities and learning difficulties, and to beable to communicate with them (and, when necessary, their carers) appropriatelyto facilitate their care and understanding of their care within the service.
Attend and positively contribute to team meetings.
Fully comply with all company Health and Safety requirements, includingreporting all accidents, near accidents, and hazards.
Treat all patients fairly and with respect.
Provide cover across all sites as required
This is not an exhaustive list, and it isexpected that this role will develop as the business grows.
Person Specification
PERSONAL SPECIFICATION
Essential
Excellent Customer Service experience Computer literate in Word and Outlook Good Listening skills and attention to detail and accuracy Professional verbal and written communication skills are essential Excellent command of spoken and written English Able to demonstrate flexibility and adaptability in a changing environment Able to work constructively with internal and external parties to resolve issues Ability to work under pressure while maintaining a positive professional attitude Ability to work as part of the team Able to multi-task Be familiar with and adhere to the practice safeguarding policies, procedures and guidance for both children and adults at risk of abuse or neglect. This must be in conjunction with the Multi-agency Safeguarding Children and Safeguarding Adults at risk of abuse or neglect Policy protocols and guidance. All employees should undertake mandatory safeguarding children, adults, and MCA training (as appropriate to role) including updates and other professional development activities to ensure training compliancy.
Desirable
Knowledge of medical terminology