Job summary
We are a 4 Partner GP practice looking for a friendly and reliable care navigator/medical receptionist to join our small, friendly team.
As the first point of contact within the surgery this role is integral to our approach to patient care, greeting and supporting patients and their carers both face to face and on the telephone. It also includes administration duties.
Hours of work are negotiable but will be expected to work over time for cover for any holidays or sickness), ranging between 8:30am up until 6.30pm. We are an EMIS practice.
Experience in working in a GP surgery is preferred; however training will be available for the right candidate.
Experience of working with the public (preferably in a busy reception environment), be reliable, have good customer service & computer skills is required.
The role would suit someone with a friendly and approachable demeanour, ability to problem-solve and willingness to help/support both patients and colleagues.
Main duties of the job
Receiving patients Face 2
face.
Handling patient phone
enquiries.
Processing of repeat
prescriptions.
Dealing with incoming
hospital correspondence.
Supporting members of the
clinical team.
Supporting members of the
administration team.
About us
We are a friendly 4 partners General Practice established over 50 years ago working in a converted detached house. We have a mixture of clinicians working within practice premises including and MSK practitioner, Mental Health Practitioner, Practice Nurses, Healthcare Assistants, Paramedics, TAPPs, Health Improvement Practitioners and Clinical Pharmacists, all working towards a offering our patients a good health service. We also work with our fellow practices within the Primary Care Network "Chorley Roads".
Job description
Job responsibilities
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. This includes –
- Start of day – make all necessary preparations to receive patients (i.e. telephone system logged on by 8am, computer system logged on by 8am, front doors opens by 8am
- End of day – ensure that reception is prepared for the following day. This should include filing away any signed prescriptions, dealing with any instructions sent by the doctors, this avoids the need for the morning staff having to deal with any unfinished actions at the busiest part of the day. Log off the telephone system at 6.30pm to ensure answering service is switched on, log of all computers in the reception area, put away any paperwork that has been left out on desks, ensure all shutters are closed and doors are locked in the wing.
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Processing personal, telephone and email requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional. Ensuring sufficient information is recorded to avoid selection of the wrong patient (check date of birth).
- Using your own judgment 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 on to the appointments system and into the diary, ensuring careful recording of all relevant details (name, address, telephone number and reason for visit) and allocating to one of the doctors. If necessary refer to one of the doctors if you feel that the visit is an emergency.
- Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours.
- Enter patient information on to the computer as required.
- Ensure that all new patients are registered onto the computer system promptly and accurately. Request patient identification – passport, EU card or photo driving licence and proof of address. Any child over 16 years old should sign their own GMS1 to register.
- Process patients change of address – computer data and medical records (have knowledge of practice area.
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers.
- Chaperoning for doctors/nurses where requested.
- Taking messages and passing on information.
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
- Ensure that the telephone system is operational at the beginning of the day and switched over to the answering service at the end of the working day. Check that telephone set is not “busied out”.
- Processing and distributing incoming (and outgoing) mail.
- Processing practice website requests for repeat prescriptions, making appointments and enrolments.
- Filing, retrieving paperwork, photocopying and scanning.
- Provision of refreshments for staff and visitors as required and keeping the kitchen area clean and tidy.
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
- Undertake any other additional duties appropriate to the post as requested by the Partners or the practice manager.
- To have a thorough knowledge of all practice procedures.
- To work in accordance of written protocols.
- To have knowledge of and follow Infection Control guidelines/protocols.
- To have a basic knowledge of Care Quality Commission (CQC) requirements.
- Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols.
Job description
Job responsibilities
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice. This includes –
- Start of day – make all necessary preparations to receive patients (i.e. telephone system logged on by 8am, computer system logged on by 8am, front doors opens by 8am
- End of day – ensure that reception is prepared for the following day. This should include filing away any signed prescriptions, dealing with any instructions sent by the doctors, this avoids the need for the morning staff having to deal with any unfinished actions at the busiest part of the day. Log off the telephone system at 6.30pm to ensure answering service is switched on, log of all computers in the reception area, put away any paperwork that has been left out on desks, ensure all shutters are closed and doors are locked in the wing.
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Processing personal, telephone and email requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional. Ensuring sufficient information is recorded to avoid selection of the wrong patient (check date of birth).
- Using your own judgment 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 on to the appointments system and into the diary, ensuring careful recording of all relevant details (name, address, telephone number and reason for visit) and allocating to one of the doctors. If necessary refer to one of the doctors if you feel that the visit is an emergency.
- Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours.
- Enter patient information on to the computer as required.
- Ensure that all new patients are registered onto the computer system promptly and accurately. Request patient identification – passport, EU card or photo driving licence and proof of address. Any child over 16 years old should sign their own GMS1 to register.
- Process patients change of address – computer data and medical records (have knowledge of practice area.
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers.
- Chaperoning for doctors/nurses where requested.
- Taking messages and passing on information.
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
- Ensure that the telephone system is operational at the beginning of the day and switched over to the answering service at the end of the working day. Check that telephone set is not “busied out”.
- Processing and distributing incoming (and outgoing) mail.
- Processing practice website requests for repeat prescriptions, making appointments and enrolments.
- Filing, retrieving paperwork, photocopying and scanning.
- Provision of refreshments for staff and visitors as required and keeping the kitchen area clean and tidy.
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
- Undertake any other additional duties appropriate to the post as requested by the Partners or the practice manager.
- To have a thorough knowledge of all practice procedures.
- To work in accordance of written protocols.
- To have knowledge of and follow Infection Control guidelines/protocols.
- To have a basic knowledge of Care Quality Commission (CQC) requirements.
- Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols.
Person Specification
Qualifications
Essential
- GCSE Grade A to C English and Maths.
Desirable
- Ability to relate and communicate effectively with a diverse range of patients, their carers/relative and health care professionals.
- Experience of working with the public both face to face and on the telephone.
- IT knowledge & good keyboard skills including the use of Word, Excel and Email.
- Ability to understand and learn new software and administrative procedures
Person Specification
Essential
- No formal qualification required but a demonstrable commitment to professional development and a desire to learn.
- Previous experience not essential.
Desirable
- Ability to relate and communicate effectively with a diverse range of patients, their carers/relative and health care professionals.
- Experience of working with the public both face to face and on the telephone.
- IT knowledge & good keyboard skills including the use of Word, Excel and Email.
- Ability to understand and learn new software and administrative procedures
Person Specification
Qualifications
Essential
- GCSE Grade A to C English and Maths.
Desirable
- Ability to relate and communicate effectively with a diverse range of patients, their carers/relative and health care professionals.
- Experience of working with the public both face to face and on the telephone.
- IT knowledge & good keyboard skills including the use of Word, Excel and Email.
- Ability to understand and learn new software and administrative procedures
Person Specification
Essential
- No formal qualification required but a demonstrable commitment to professional development and a desire to learn.
- Previous experience not essential.
Desirable
- Ability to relate and communicate effectively with a diverse range of patients, their carers/relative and health care professionals.
- Experience of working with the public both face to face and on the telephone.
- IT knowledge & good keyboard skills including the use of Word, Excel and Email.
- Ability to understand and learn new software and administrative procedures
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.