Care Navigator - Reception

Job description

Job responsibilities

The wider Patient Services Team at the practice is integral in ensuring quality care and experiences for patients when they visit and interact with the practice. Based within reception, this role is a vital first point of contact for patients and requires a friendly and personable disposition. You will be responsible for:

The reception of patients at the front desk, and management of their movements in the building.

Assisting with calling 999 Ambulances

Management of patient enquiries.

• Over the telephone and face-to-face enquiries.
• Insurance forms/Housing (Consent Forms)
• Receipt and administration of hospital results
• Assisting with complaints and following procedures
• Telephone/Reception - includes taking messages and booking surgery appointments, arranging for GP visits
• Receiving messages from hospitals, coroners and other medical centres.
• Taking requests for home visits, printing off encounter forms
• Cancelling and rearranging clinics and appointments.

Administrating the waiting room and appropriate systems.

• Directing patients around the building
• Monitoring the call dashboard ensuring all phone calls are answered.
• Advising patients to use self check-in system
• Ensure waiting room is clean and tidy.

Making appointments for in house clinics and attached services.

• Faxing Referrals, entering details onto patients records.
• Making appointments via telephone

Chaperones when required.

Registration of New patients.

• Checking patient has identification.
• Practice information given to patients.
• Making appointment for new patient medical.
• Putting new patients information on system.

Scanning and Read Coding of incoming mail on to patient electronic notes.

• Collect/retrieve practice post
• Distribute post
• Scan on to patient electronic records
• Read code where necessary
• Distribute electronically as necessary to clinicians

Summarising of Medical Records as per practice protocol where required.

Extract patients records and prepares other documents required for consultations.

Retrieve medical records if required by GP.

Ordering of Urine, Faeces samples, and Lab Forms.

Suppprt Medicines Management including reviews and prescriptions.

• Liasing with meds mngt administrator. Taking requests face to face, by telephone and fax where required.
• Postal requests
• Emergency prescriptions requests.

Liaise with GPs and Reception/Administrative Team

Informing patients of their test results.

• Booking patients to see GP for urgent and none urgent appointments
• Telephone patients to collect scripts
• Inform patients normal/abnormal results

Any Other administrative tasks as required from time to time by the practice.

• Handling, signing for and distributing packages.
• Handling samples over counter.
• Responsible for locking and opening of building.
• Train newly appointed members of staff.
• Handle cash i.e. Private medicals, insurance reports/letters
• Chase up referrals i.e. getting reports faxed over for GPs
• Chasing up hospital appointments and informing patients.
• Dealing with the chemist regarding prescriptions.
• Liaising with outside agencies.
• Retinopathy, PSS and Baby immunisations.
• Sorting post out and distributing it to relevant departments.
• Registration Links
• General office duties; filing, faxing and photocopying etc.

Person Specification

Qualifications

Essential

• Customer service experience
• Administration experience
• Use of IT software packages including Microsoft office
• Experience within a GP Surgery

Desirable

• Use of EMIS

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.

Employer details

Employer name

The Elms Medical Centre

Address

3 The Elms

Dingle

Liverpool

L8 3SS

Employer's website

https://www.theelmsmedicalcentre.nhs.uk/ (Opens in a new tab)