Job summary
To be responsible for
undertaking a wide range of reception duties and the provision of general support
to the multidisciplinary team. Duties can
include but are not limited to, greeting and directing patients, effective care
navigation, booking appointments, accurately processing information and
assisting patients as required.
To act as the central point
of contact for patients, the distribution of information, messages and
enquiries for the clinical team, liaising with multidisciplinary team members
and external agencies such as secondary care and community service providers.
Main duties of the job
The following are the core responsibilities of the receptionist. There
may be on occasion, a requirement to carry out other tasks; this will be
dependent upon factors such as workload and staffing levels:
Care navigation:
-
Assist patients with general
enquiries giving out relevant information
-
Signpost patients to internal
and external services service using the care navigation directory according to
their problem.
-
Utilise the practice website and
encourage patients to visit the practice website for self-care information.
-
Support new team members to be
confident in using the care navigation directory
-
Using de-escalation techniques
overcome difficult conversations regarding inappropriate service demands.
Confidentiality:
-
To be always aware of
confidentiality; ensuring only the relevant and correct information is given to
patients and outside agencies (e.g., secondary care, police, carers etc.)
according to current guidance. SeeGDPR, Data protection, Caldicott and
Information Governance regulations.
IT:
-
To be competent with using EMIS
WEB and other computer software systems
-
ensuring the data protection act
is not breached
About us
Rated Good by CQC, Pinfold Medical Practice is a family practice
in the heart of Loughborough serving 12,500 patients. This busy atmosphere
thrives on the success of our team spirit, cooperation and excellent
communication with patients and staff.
Our experienced team of care navigators guide patients to the
right appointment for their problem. This is essential to their care and the
efficient running of the practice.
Together, we aim to deliver an excellent patient-centric service
using innovative technology consistent with modern general practice.
We offer
A
friendly, modern environment to work in.
Free
on-site parking.
Job description
Job responsibilities
JOB DESCRIPTION Care Navigator
Purpose of the Care Navigator
- Welcome patients with first class customer service that is efficient, courteous and prompt.
- Assist patients with general enquiries and giving out relevant information.
- Assist and direct patients using the booking system, to the appropriate clinician(s) for treatment.
Carry out all relevant administration tasks accurately.
- To be aware of confidentiality at all times; ensuring only the relevant and correct information is given to patients and outside agencies such as secondary care, police, carers etc.
- To be competent with using EMIS WEB and other computer software systems ensuring the data protection act is not breached.
Key responsibilities
1. Confidentiality and accuracy
2. Customer service and communication
3. Care navigation
4. Integrated recall.
5. Prescriptions
6. Emergency responsibilities
Confidentiality and accuracy
- 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.
- Accurately file documents into the medical record by double checking the details on the letter/ correspondence match three identify factors on EMIS (e.g. name, date of birth, address, NHS no. etc)
Customer service and communication
- Greet patients with a smile; instil patient confidence providing a welcoming, helpful atmosphere to enable patients to share confidential information with you.
- Use standard scripts to give a uniform response to frequently asked questions, e.g., may I take a brief description of the problem to find the right appointment for you.
- Be prepared to be flexible in your responses in light of patient circumstances or conditions. Apply initiative in accordance with practice protocol and policy.
- Escalate unresolved issues to a senior member of the team for support and a resolution to the problem.
- Be logged in to practice systems and ready for service prior to the start of your shift.
- Telephonists are required to answer with-in 3 rings
- Emergency calls are to be prioritised and care navigated as per emergency protocol.
Accuracy
- Accurately record information given by a patient, hospital, pharmacy etc. into the relevant part of the medical record and forward to the relevant department/ clinician
Understand and communicate patient tasks and emails, taking appropriate actions.
- Ensure accurate completion of all patient data when registering, double check the information inputted prior to completion.
- When writing in a patients record ensure only accurate and factual information is recorded.
- Use standardised correspondence templates when sending SMS and letters.
Care Navigation
Train new team members to use the care-navigation directory
Ensure the care navigation directory remains up to date; inform team leaders of required updates.
Use de-escalation techniques to overcome difficult conversations regarding inappropriate service demands.
- Navigate patients to the practice website for self-referral services.
- Record home visit requests appropriately as per practice protocol.
- Acquire a basic knowledge of each role within practice, to assist in directing patients to the most appropriate team member.
Integrated recall
Following the integrated recall algorithm pathway, for treatment of long-term conditions, book appointments in accordance with the patients pop-up. (E.G. Annual MOT, asthma nurse etc.).
Support trainee team members to gain confidence using the integrated recall algorithm.
Prescriptions
- Check the medication review date. Book the patient for appropriate annual health check according to the patients long-term conditions pop-up
Process the prescription request if due for renewal with-in the next 10 days.
Emergency Responsibilities
- Note the emergency doctor on-call each day. Recognise and respond to medical emergencies as per practice protocol prioritising the emergency line.
Other Duties
- Report to Senior Patient Coordinator or Duty Manager any general maintenance and essential repairs that are needed in line with the Health and Safety policy.
- Complete on-line chaperone training to provide a chaperone service to clinicians and patients on request in accordance with practice protocol and NHS guidelines.
- Ensure that the building is secure, signing off the night-time lock-up sheet when on late shifts.
General duties of all staff
- To work with other members of staff to develop the services we offer and improve quality where possible.
- To assist in establishing, developing and maintain protocols.
- Any Other reasonable duties delegated by the Seniors or Managers.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to 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.
- Reporting potential risks identified.
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 which 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, 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.
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.
Job description
Job responsibilities
JOB DESCRIPTION Care Navigator
Purpose of the Care Navigator
- Welcome patients with first class customer service that is efficient, courteous and prompt.
- Assist patients with general enquiries and giving out relevant information.
- Assist and direct patients using the booking system, to the appropriate clinician(s) for treatment.
Carry out all relevant administration tasks accurately.
- To be aware of confidentiality at all times; ensuring only the relevant and correct information is given to patients and outside agencies such as secondary care, police, carers etc.
- To be competent with using EMIS WEB and other computer software systems ensuring the data protection act is not breached.
Key responsibilities
1. Confidentiality and accuracy
2. Customer service and communication
3. Care navigation
4. Integrated recall.
5. Prescriptions
6. Emergency responsibilities
Confidentiality and accuracy
- 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.
- Accurately file documents into the medical record by double checking the details on the letter/ correspondence match three identify factors on EMIS (e.g. name, date of birth, address, NHS no. etc)
Customer service and communication
- Greet patients with a smile; instil patient confidence providing a welcoming, helpful atmosphere to enable patients to share confidential information with you.
- Use standard scripts to give a uniform response to frequently asked questions, e.g., may I take a brief description of the problem to find the right appointment for you.
- Be prepared to be flexible in your responses in light of patient circumstances or conditions. Apply initiative in accordance with practice protocol and policy.
- Escalate unresolved issues to a senior member of the team for support and a resolution to the problem.
- Be logged in to practice systems and ready for service prior to the start of your shift.
- Telephonists are required to answer with-in 3 rings
- Emergency calls are to be prioritised and care navigated as per emergency protocol.
Accuracy
- Accurately record information given by a patient, hospital, pharmacy etc. into the relevant part of the medical record and forward to the relevant department/ clinician
Understand and communicate patient tasks and emails, taking appropriate actions.
- Ensure accurate completion of all patient data when registering, double check the information inputted prior to completion.
- When writing in a patients record ensure only accurate and factual information is recorded.
- Use standardised correspondence templates when sending SMS and letters.
Care Navigation
Train new team members to use the care-navigation directory
Ensure the care navigation directory remains up to date; inform team leaders of required updates.
Use de-escalation techniques to overcome difficult conversations regarding inappropriate service demands.
- Navigate patients to the practice website for self-referral services.
- Record home visit requests appropriately as per practice protocol.
- Acquire a basic knowledge of each role within practice, to assist in directing patients to the most appropriate team member.
Integrated recall
Following the integrated recall algorithm pathway, for treatment of long-term conditions, book appointments in accordance with the patients pop-up. (E.G. Annual MOT, asthma nurse etc.).
Support trainee team members to gain confidence using the integrated recall algorithm.
Prescriptions
- Check the medication review date. Book the patient for appropriate annual health check according to the patients long-term conditions pop-up
Process the prescription request if due for renewal with-in the next 10 days.
Emergency Responsibilities
- Note the emergency doctor on-call each day. Recognise and respond to medical emergencies as per practice protocol prioritising the emergency line.
Other Duties
- Report to Senior Patient Coordinator or Duty Manager any general maintenance and essential repairs that are needed in line with the Health and Safety policy.
- Complete on-line chaperone training to provide a chaperone service to clinicians and patients on request in accordance with practice protocol and NHS guidelines.
- Ensure that the building is secure, signing off the night-time lock-up sheet when on late shifts.
General duties of all staff
- To work with other members of staff to develop the services we offer and improve quality where possible.
- To assist in establishing, developing and maintain protocols.
- Any Other reasonable duties delegated by the Seniors or Managers.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to 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.
- Reporting potential risks identified.
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 which 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, 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.
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.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Experience
Desirable
- Customer service experience and IT knowledge.
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Experience
Desirable
- Customer service experience and IT knowledge.
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.
