Job summary
We are currently seeking to recruit a maternity cover, Care Navigator for the Practice.
The working hours will be 37 per week across Tuesday to Friday (specific times to be agreed) with additional hours for working outside normal Monday to Friday 0800-1800 hours, including participation in the Saturday morning rota and the 'extended access' initiative on some weekday evenings. The successful candidate will also need to be available to cover staff annual leave and sickness absence.
Interview Date: Monday 11 December 2023
Main duties of the job
The successful applicants will need to be versatile and have excellent organisational, computer and people skills. The role is varied and involves dealing with patients, both face to face and on the telephone, for both routine and urgent queries, using the clinical administration system to record, code and upload documents.
They will also provide general assistance to the Practice team, internal and external colleagues and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
About us
Pocklington Group Practice is a friendly, pro-active General Practice located in a purpose-built, state of the art healthcare facility, set in the picturesque and growing Yorkshire market town of Pocklington, East Yorkshire. We are a dispensing, training, teaching and paperlite EMIS Web practice serving circa 18,200 patients.
Some of the benefits
connected with working for Pocklington Group Practice include:
Annual leave
of 5 weeks plus bank holidays pro-rata.
Sick
pay scheme.
Simply Health benefit scheme, after one year's service.
The NHS
Pension Scheme is automatically available to members of staff unless opt out
is desired.
Kitchen
and staff rest room for tea/lunch breaks free beverages of tea, coffee
provided.
Job description
Job responsibilities
JOB
SUMMARY
To provide
full reception duties for a busy GP Practice by receiving, assisting and
directing patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective way.
To
provide general assistance to the Practice team, internal and external
colleagues and project a positive and friendly image to patients and other
visitors, either in person or via the telephone.
JOB RESPONSIBILITIES
Administration
- To have a thorough knowledge of all
practice procedures.
- To work in accordance with written
protocols.
- Pulling/filing notes and updating as
necessary.
- Using the clinical IT system:
- Carry out registrations and deductions
of patients.
- Scanning and coding documents into
patient records.
- Allocating documents using the clinical
IT system.
- Updating patient records.
- Supporting patients with online access
registration.
- Scan and photocopy as requested.
Reception
- Receiving patients, consulting with
members of the Practice team.
- Handing completed repeat prescriptions
to patient and checking names and address.
- Be able to cover all reception positions
as necessary.
- Handling cash in accordance with
protocols.
- Ensure all handovers to staff are
conducted efficiently and comprehensively, to ensure continuity of care.
Appointments
- Process appointment requests from
patients/Practice team by telephone and in person.
- Deal with visits/requests.
Other Tasks
- Ensure building security - have a thorough
knowledge of doors/windows/alarm.
- Undertake all other duties identified by
your manager/employer as considered commensurate to the post, as the role
may change, develop or evolve with time.
Confidentiality
- In the course of seeking treatment,
patients entrust us with, or allow us to gather, sensitive information in
relation to their health and other matters. They do so in confidence and have the
right to expect that staff will respect their privacy and act
appropriately.
- In the performance of the duties
outlined in this job description, the post-holder may have access to
confidential information relating to patients and their carers, practice
staff and other healthcare workers.
They may also have access to information relating to the practice
as a business organisation. All such information from any source is
to be regarded as strictly confidential.
- Information relating to patients,
carers, colleagues, other healthcare workers or the business of the
practice may only be divulged to authorised persons in accordance with the
practice policies and procedures relating to confidentiality and the
protection of personal and sensitive data.
Health and
Safety
The
post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Practice's Health and Safety
Policy and the Practice's Infection Control Policy and published procedures. This will include:
- Using personal security systems within the workplace
according to Practice guidelines.
- Identifying the risks involved in work activities
and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge
and skills.
- Using appropriate infection control procedures,
maintaining work areas in a tidy and safe way and free from hazards.
- Actively reporting of health and safety hazards and
infection hazards immediately when recognised.
- Keeping own work areas and general/patient areas
generally clean, assisting in the maintenance of general standards of
cleanliness consistent with the scope of the job holders role.
- Undertaking periodic training.
- Reporting potential risks identified.
- Demonstrate due regard for safeguarding.
Equality
and Diversity
The post-holder will support
the equality, diversity and rights of patients, carers and colleagues to
include:
- Acting
in a way that recognises the importance of peoples rights, interpreting
them in a way that is consistent with practice procedures and policies,
and current legislation.
- Respecting
the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behaving
in a manner that is welcoming to and of the individual, is non-judgmental
and respects their circumstances, feelings priorities and rights.
Personal/Professional
Development
The post-holder will
participate in any training programme implemented by the practice as part of
this employment, with such training to include:
- Participation
in an annual individual performance review, including taking
responsibility for maintaining a record of own personal and/or
professional development.
- Taking
responsibility for own development, learning and performance and
demonstrating skills and activities to others who are undertaking similar
work.
- Attend
appropriate training as directed by Practice management.
Quality
The post-holder will strive to
maintain quality within the Practice, and will:
- Alert
other team members to issues of quality and risk.
- Assess
own performance and take accountability for own actions, either directly
or under supervision.
- Contribute
to the effectiveness of the team by reflecting on own and team activities
and making suggestions on ways to improve and enhance the teams
performance.
- Work
effectively with individuals in other agencies to meet patients needs.
- Effectively
manage own time, workload and resources.
Communication
The post-holder should recognise the importance of
effective communication within the team and will strive to:
- Communicate effectively with other team
members.
- Communicate effectively with patients
and carers.
- Recognise peoples needs for alternative
methods of communication and respond accordingly.
Contribution
to the Implementation of Services
The post-holder will:
- Apply
Practice policies, standards and guidance.
- Discuss
with other members of the team how the policies, standards and guidelines
will affect own work.
- Participate
in audit where appropriate.
- Attend
appropriate training as directed by Practice management.
Job description
Job responsibilities
JOB
SUMMARY
To provide
full reception duties for a busy GP Practice by receiving, assisting and
directing patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective way.
To
provide general assistance to the Practice team, internal and external
colleagues and project a positive and friendly image to patients and other
visitors, either in person or via the telephone.
JOB RESPONSIBILITIES
Administration
- To have a thorough knowledge of all
practice procedures.
- To work in accordance with written
protocols.
- Pulling/filing notes and updating as
necessary.
- Using the clinical IT system:
- Carry out registrations and deductions
of patients.
- Scanning and coding documents into
patient records.
- Allocating documents using the clinical
IT system.
- Updating patient records.
- Supporting patients with online access
registration.
- Scan and photocopy as requested.
Reception
- Receiving patients, consulting with
members of the Practice team.
- Handing completed repeat prescriptions
to patient and checking names and address.
- Be able to cover all reception positions
as necessary.
- Handling cash in accordance with
protocols.
- Ensure all handovers to staff are
conducted efficiently and comprehensively, to ensure continuity of care.
Appointments
- Process appointment requests from
patients/Practice team by telephone and in person.
- Deal with visits/requests.
Other Tasks
- Ensure building security - have a thorough
knowledge of doors/windows/alarm.
- Undertake all other duties identified by
your manager/employer as considered commensurate to the post, as the role
may change, develop or evolve with time.
Confidentiality
- In the course of seeking treatment,
patients entrust us with, or allow us to gather, sensitive information in
relation to their health and other matters. They do so in confidence and have the
right to expect that staff will respect their privacy and act
appropriately.
- In the performance of the duties
outlined in this job description, the post-holder may have access to
confidential information relating to patients and their carers, practice
staff and other healthcare workers.
They may also have access to information relating to the practice
as a business organisation. All such information from any source is
to be regarded as strictly confidential.
- Information relating to patients,
carers, colleagues, other healthcare workers or the business of the
practice may only be divulged to authorised persons in accordance with the
practice policies and procedures relating to confidentiality and the
protection of personal and sensitive data.
Health and
Safety
The
post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the Practice's Health and Safety
Policy and the Practice's Infection Control Policy and published procedures. This will include:
- Using personal security systems within the workplace
according to Practice guidelines.
- Identifying the risks involved in work activities
and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge
and skills.
- Using appropriate infection control procedures,
maintaining work areas in a tidy and safe way and free from hazards.
- Actively reporting of health and safety hazards and
infection hazards immediately when recognised.
- Keeping own work areas and general/patient areas
generally clean, assisting in the maintenance of general standards of
cleanliness consistent with the scope of the job holders role.
- Undertaking periodic training.
- Reporting potential risks identified.
- Demonstrate due regard for safeguarding.
Equality
and Diversity
The post-holder will support
the equality, diversity and rights of patients, carers and colleagues to
include:
- Acting
in a way that recognises the importance of peoples rights, interpreting
them in a way that is consistent with practice procedures and policies,
and current legislation.
- Respecting
the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behaving
in a manner that is welcoming to and of the individual, is non-judgmental
and respects their circumstances, feelings priorities and rights.
Personal/Professional
Development
The post-holder will
participate in any training programme implemented by the practice as part of
this employment, with such training to include:
- Participation
in an annual individual performance review, including taking
responsibility for maintaining a record of own personal and/or
professional development.
- Taking
responsibility for own development, learning and performance and
demonstrating skills and activities to others who are undertaking similar
work.
- Attend
appropriate training as directed by Practice management.
Quality
The post-holder will strive to
maintain quality within the Practice, and will:
- Alert
other team members to issues of quality and risk.
- Assess
own performance and take accountability for own actions, either directly
or under supervision.
- Contribute
to the effectiveness of the team by reflecting on own and team activities
and making suggestions on ways to improve and enhance the teams
performance.
- Work
effectively with individuals in other agencies to meet patients needs.
- Effectively
manage own time, workload and resources.
Communication
The post-holder should recognise the importance of
effective communication within the team and will strive to:
- Communicate effectively with other team
members.
- Communicate effectively with patients
and carers.
- Recognise peoples needs for alternative
methods of communication and respond accordingly.
Contribution
to the Implementation of Services
The post-holder will:
- Apply
Practice policies, standards and guidance.
- Discuss
with other members of the team how the policies, standards and guidelines
will affect own work.
- Participate
in audit where appropriate.
- Attend
appropriate training as directed by Practice management.
Person Specification
Qualifications
Essential
- Good general secondary education.
Experience
Desirable
- Previous experience of working directly with members of the public in a busy environment.
- Previous experience of working directly with members of the public in a busy NHS environment.
- Experience of answering telephone calls in a high call-volume environment.
- Experience of working/being part of a team.
Skills
Essential
- Keyboard skills
- Library and indexing skills/knows ABC
- Literacy skills (spelling, comprehension etc)
- Verbal communication skills - ability to deal with people in person and on the telephone
- Verbal: vocabulary, pitch, tone, inflection of voice
- Strong appreciation of customer service skills
- Awareness of diversity issues; works in a postive, non-discriminatory way
Desirable
- Microsoft Office software
- Numeracy skills
- Verbal reasoning skills
- Body language: positive and self assured
Qualities and Attributes
Essential
- Dress: smart and appropriate
- Speech: clear and articulate
- Manner: pleasant and professional
- Flexible approach to undertaking a wide variety of tasks
- Flexible with regard to working hours, holiday cover, extended hours, weekends
- Able to undertake training outside of normal working hours, if necessary
- Interested in/aptitude for learning new skills/taking on new challenges
- Comfortable working to agreed objectives
- Ability to make decisions within defined procedures/legislation
- Understanding, acceptance and adherence to the need for strict confidentiality
- Able to work under pressure
Person Specification
Qualifications
Essential
- Good general secondary education.
Experience
Desirable
- Previous experience of working directly with members of the public in a busy environment.
- Previous experience of working directly with members of the public in a busy NHS environment.
- Experience of answering telephone calls in a high call-volume environment.
- Experience of working/being part of a team.
Skills
Essential
- Keyboard skills
- Library and indexing skills/knows ABC
- Literacy skills (spelling, comprehension etc)
- Verbal communication skills - ability to deal with people in person and on the telephone
- Verbal: vocabulary, pitch, tone, inflection of voice
- Strong appreciation of customer service skills
- Awareness of diversity issues; works in a postive, non-discriminatory way
Desirable
- Microsoft Office software
- Numeracy skills
- Verbal reasoning skills
- Body language: positive and self assured
Qualities and Attributes
Essential
- Dress: smart and appropriate
- Speech: clear and articulate
- Manner: pleasant and professional
- Flexible approach to undertaking a wide variety of tasks
- Flexible with regard to working hours, holiday cover, extended hours, weekends
- Able to undertake training outside of normal working hours, if necessary
- Interested in/aptitude for learning new skills/taking on new challenges
- Comfortable working to agreed objectives
- Ability to make decisions within defined procedures/legislation
- Understanding, acceptance and adherence to the need for strict confidentiality
- Able to work under pressure
