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Receptionist/Care Navigator
4 months ago
Job summary
We are seeking a confident and organised Receptionist to carry out all reception duties and be an integral part of the team. The individual would 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.
Main duties of the job
Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice Deal with all general enquiries, explain procedures and make new and follow-up appointments. Using your own judgement and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Navigate patients to the correct service or clinician when they call for an appointment
About us
Whitby Group Practice is a personal Medical Services Practice,located in Spring Vale Medical Centre in Whitby, North Yorkshire. It has acurrent list size of 13,500 patients.
The Practice provides a service to residents of Whitby and thesurrounding villages. It has a branch surgery at Robin Hoods Bay,approximately 5 miles from Whitby along the coast. Both surgeries are purposebuilt, have a dispensary and ample parking. They are owned by the Partners.
The Practice is a large team which works together to deliverhigh quality, accessible care within a supportive, friendly learningenvironment. The GP Partners have personal patient lists.
The practice is a very desirable place to work with a relaxed and pleasant atmosphere. It is very important to the partners that this is maintained and developed.
There is a good social aspect to the team and we always have a Christmas party and a summer BBQ with several events in between.
Job description
Job responsibilities
Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice Deal with all general enquiries, explain procedures and make new and follow-up appointments. Care navigate patients to the correct service or clinician Using your own judgement and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Enter requests for home visits into the visit book, ensuring to carefully record all relevant details and referring to duty doctor where necessary. Advise patients of relevant charges for private (Non General Medical Services) services. Enter patient information on to the computer as required. Ensure correspondence, reports, results etc. are put for scanning promptly Undertake recall of patients Manage and add GP rota onto the IT system Ensure that all new patients are registered onto the computer system promptly and accurately Follow practice procedures for issuing online access to patients Undertake any other additional duties appropriate to the post as requested by the partners or the practice manager. Person Specification
Other requirements
Essential
Flexibility to work outside of core office hours. Disclosure Barring Service (DBS) check. Maintains confidentiality at all times.
Communication and Verbal Skills
Essential
Excellent communication skills Excellent listening skills
Qualifications
Essential
GCSE A+ - E Maths and English (or equivalent) and at least 3 others Basic computer experience
Desirable
Educated to A-level / equivalent or higher, with relevant experience Leadership and / or Management Qualification
Experience
Essential
Excellent IT skills Excellent verbal communication skills Ability to deal with people in person and on the telephone Experience of working directly with members of the public in a busy office environment.
Desirable
Experience of working within a healthcare setting
Skills
Essential
Excellent communication skills (written and oral) Strong IT skills (generic) Clear, polite telephone manner Competent in the use of Office and Outlook Effective time management (Planning & Organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure
Desirable
EMIS / System one / Vision user skills
Personal Qualities
Essential
Polite and confident Flexible and cooperative Motivated Initiative and judgement (knowing when to ask for help) Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure