Job summary
In short, this isn't just a job;it's an opportunity to contribute to a dynamic practice, be a part of something innovative, and be supportive in an exciting environment.
Main duties of the job
Answering high volume calls from our patients, in an efficient
and courteous manner, putting patients at ease and providing clear concise
information.
Take clear and concise notes of patient interactions ensuring
these documented accurately in EMIS WEB clinical software tool.
After appropriate training, triage patient calls using a variety
of questioning techniques in order to develop a full picture of the nature of
the patients problem and signpost the patient to the appropriate care.
Identify potentially serious problems and bring those to the
immediate attention of the correct clinician; i.e. GP; triage Nurse
Practitioner etc.
For less serious problems negotiate with the patient and
identify an appropriate timeframe for them to be seen, and the appropriate
professional to see them.
Developing and maintaining an in-depth knowledge and
understanding of the services provided in the practice and in the wider health
community; be able to use this knowledge to guide the patient to the service,
which is most likely to meet their needs, whether inside or outside the
practice.
On
a rotational basis cover the reception desk dealing
with patient enquiries face to face.
Following
practice standard operating procedures.
Responding
to email requests received by the practice.
Supporting
the pharmacy team with patient prescription requests, both in paper form and
over the telephone.
About us
To join our current administrative staff, we are looking for an enthusiastic Receptionist/Care Navigator to join our friendly and care team. We are a highly
motivated well-organised practice that prides ourselves on providing
high quality patient centred care whilst maintaining a good work life balance.
The surgery is situated
directly off Junction 26, M4 - an easy commute from both Cardiff and Bristol.
Job description
Job responsibilities
Answering high volume calls from our patients, in an efficient
and courteous manner, putting patients at ease and providing clear concise
information.
Take clear and concise notes of patient interactions ensuring
these documented accurately in clinical software tool.
After appropriate training, triage patient calls using a variety
of questioning techniques in order to develop a full picture of the nature of
the patients problem and signpost the patient to the appropriate care.
Identify potentially serious problems and bring those to the
immediate attention of the correct clinician; i.e. GP; triage Nurse
Practitioner etc.
For less serious problems negotiate with the patient and
identify an appropriate timeframe for them to be seen, and the appropriate
professional to see them.
Building and maintaining strong relationships with all direct
team members, clinicians and recognise healthcare professionals in the practice
as a scarce resource to be used appropriately.
Developing and maintaining an in-depth knowledge and
understanding of the services provided in the practice and in the wider health
community; be able to use this knowledge to guide the patient to the service,
which is most likely to meet their needs, whether inside or outside the
practice.
Deal appropriately with instructions and queries from clinicians
and outside agencies.
On
a rotational basis cover the reception desk dealing
with patient enquiries face to face.
Following
practice standard operating procedures.
Responding
to email requests received.
Action
tasks via system from the Workflow team.
Supporting
the pharmacy team with patient prescription requests
Job description
Job responsibilities
Answering high volume calls from our patients, in an efficient
and courteous manner, putting patients at ease and providing clear concise
information.
Take clear and concise notes of patient interactions ensuring
these documented accurately in clinical software tool.
After appropriate training, triage patient calls using a variety
of questioning techniques in order to develop a full picture of the nature of
the patients problem and signpost the patient to the appropriate care.
Identify potentially serious problems and bring those to the
immediate attention of the correct clinician; i.e. GP; triage Nurse
Practitioner etc.
For less serious problems negotiate with the patient and
identify an appropriate timeframe for them to be seen, and the appropriate
professional to see them.
Building and maintaining strong relationships with all direct
team members, clinicians and recognise healthcare professionals in the practice
as a scarce resource to be used appropriately.
Developing and maintaining an in-depth knowledge and
understanding of the services provided in the practice and in the wider health
community; be able to use this knowledge to guide the patient to the service,
which is most likely to meet their needs, whether inside or outside the
practice.
Deal appropriately with instructions and queries from clinicians
and outside agencies.
On
a rotational basis cover the reception desk dealing
with patient enquiries face to face.
Following
practice standard operating procedures.
Responding
to email requests received.
Action
tasks via system from the Workflow team.
Supporting
the pharmacy team with patient prescription requests
Person Specification
Experience
Essential
- Experience of dealing with sensitive data and maintaining confidentiality
- Experience of working with the general public
- Experience of handling face-to-face and/or telephone enquiries
Desirable
- Experience of working as a Medical Receptionist
- Experience of working in a healthcare/NHS environment
Qualifications
Essential
- Qualifications
- GCSE Math & English grade C or above is essential
- Experience of dealing with sensitive data and maintaining confidentiality
Desirable
- Experience
- Previous contact centre experience
- Experience of working with the general public
- Experience of handling face-to-face and/or telephone enquiries
- Experience of working as a Medical Receptionist
Person Specification
Experience
Essential
- Experience of dealing with sensitive data and maintaining confidentiality
- Experience of working with the general public
- Experience of handling face-to-face and/or telephone enquiries
Desirable
- Experience of working as a Medical Receptionist
- Experience of working in a healthcare/NHS environment
Qualifications
Essential
- Qualifications
- GCSE Math & English grade C or above is essential
- Experience of dealing with sensitive data and maintaining confidentiality
Desirable
- Experience
- Previous contact centre experience
- Experience of working with the general public
- Experience of handling face-to-face and/or telephone enquiries
- Experience of working as a Medical Receptionist
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.