Job responsibilities
Darwen Healthlink
Medical Receptionist/Care Navigator Job description & Person specification
Job
Title
Medical Receptionist/Care
Navigator
Hours
per week
25
Job
Summary
Receive, assist and direct patients in
accessing the appropriate service or healthcare professional in a courteous,
efficient and effective way.
Provide general assistance to the practice
team and project a positive and friendly image to patients and other
visitors, either in person or via the telephone
Mission
Statement
To improve the
health, well-being and lives of those we care for
Generic
Responsibilities
All
staff at Darwen Healthlink have a duty to conform to the following:
Equality, Diversity & Inclusion
A good attitude and positive action towards
ED&I creates and environment where all individuals are able to achieve
their full potential. Creating such an environment is important for three
reasons: it improves operational effectiveness, it is morally the right thing
to do, and it is required by law.
Patients and their families have the right to be
treated fairly and be routinely involved in decisions about their treatment
and care. They can expect to be treated with dignity and respect and will not
be discriminated against on any grounds including age, disability, gender
reassignment, marriage and civil partnership, pregnancy and maternity, race,
religion or belief, sex or sexual orientation. Patients have a responsibility
to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in
recruitment and career progression. Staff can expect to work in an
environment where diversity is valued and equality of opportunity is
promoted. Staff will not be discriminated against on any grounds including
age, disability, gender reassignment, marriage and civil partnership,
pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Staff have a responsibility to ensure that you treat our patients and their
colleagues with dignity and respect.
Safety, Health,
Environment and Fire (SHEF)
This practice is committed to supporting and
promoting opportunities to for staff to maintain their health, well-being and
safety. You have a duty to take reasonable care of health and safety at work
for you, your team and others, and to cooperate with employers to ensure
compliance with health and safety requirements. All personnel are to comply
with the Health and Safety at Work Act 1974, Environmental Protection Act
1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and
other statutory legislation.
Confidentiality
This
practice is committed to maintaining an outstanding confidential
service. Patients entrust and permit
us to collect and retain sensitive information relating to their health and
other matters, pertaining to their care.
They do so in confidence and have a right to expect all staff will
respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements
are to be met and the trust of our patients is to be retained that all staff
protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To
preserve and improve the quality of our output, all personnel are required to
think not only of what they do, but how they achieve it. By continually
re-examining our processes, we will be able to develop and improve the
overall effectiveness of the way we work. The responsibility for this rests
with everyone working within the practice to look for opportunities to
improve quality and share good practice.
This
practice continually strives to improve work processes which deliver health
care with improved results across all areas of our service provision. We
promote a culture of continuous improvement, where everyone counts and staff
are permitted to make suggestions and contributions to improve our service
delivery and enhance patient care.
Induction Training
On arrival at the
practice all personnel are to complete a practice induction programme; this
is managed by the Office Supervisor.
Learning and Development
The
effective use of training and development is fundamental in ensuring that all
staff are equipped with the appropriate skills, knowledge, attitude and competences
to perform their role. All staff will be required to partake and complete
mandatory training as directed by the training coordinator, as well as
participating in the practice training programme. Staff will also be permitted (subject to
approval) to undertake external training courses which will enhance their
knowledge and skills, progress their career and ultimately, enable them to
improve processes and service delivery.
Collaborative Working
All
staff are to recognise the significance of collaborative working. Teamwork is
essential in multidisciplinary environments. Effective communication is essential,
and all staff must ensure they communicate in a manner which enables the
sharing of information in an appropriate manner.
Service Delivery
Staff
at Darwen Healthlink must adhere to the information contained with practice
policies and regional directives, ensuring protocols are adhered to at all
times. Staff will be given detailed information during the induction process
regarding policy and procedure.
Security
The
security of the practice is the responsibility of all personnel. Staff must
ensure they remain vigilant at all times and report any suspicious activity
immediately to their line manager.
Under no circumstances are staff to share the codes for the door locks
to anyone and are to ensure that restricted areas remain effectively secured.
Professional Conduct
At
Darwen Healthlink, staff are required to dress appropriately for their role. Administrative
staff will be provided with a uniform whilst clinical staff must dress in
accordance with their role.
Leave
All
personnel are entitled to take leave. Line managers are to ensure all of
their staff are afforded the opportunity to take a minimum of 27 days leave
each year, and should be encouraged to take all of their leave
entitlement.
Safeguarding
Safeguarding is everyone responsibility. All personnel to be aware of their
safeguarding responsibilities, keep up to date with mandatory training and know
who to contact for support and guidance:
Safeguarding Lead GP: D N Choudry
Safeguarding Deputy: GP Dr A Patel
Safeguarding Champion: Frances Procter
Safeguarding Administrator: Christine Stockley
Primary
Responsibilities
The
following are the core responsibilities of the medical 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:
Ensure an effective and efficient reception service is
provided to patients and any other visitors to the practice.
Deal with all general queries, explain procedures and
make new and follow up appointments
Scanning of patient related documentation and attaching
scanned documents to patients healthcare records.
Accept test samples from patients and deal with
accordingly
Support all clinical staff with general administrative
tasks as requested
Explain practice arrangements and forma requirements to
new patients and those seeking temporary cover and ensure administrative
procedures are completed.
Receiving and make
telephone calls as required. Divert
calls and take messages, ensuring accuracy of detail and prompt appropriate
delivery, including:
Relay of GP advice and test results to patients
Liaison with external organisations as required
Input data into the patients healthcare records as
necessary
Maintain a clean and tidy working area at all times
Maintain adequate stationery stocks within the reception
office and consulting rooms
Patient notes and
correspondence
Retrieve and re-file records as required
ensure correspondence, report, results etc are filed or
scanned promptly and in the correct file
Use e-mail to forward correspondence as required and
record and action all incoming emails
Process requests for information I.E SAR and patient
online access under the guidance of the team leader
Premises
Complete opening procedures at the start of the day when first
to arrive and make all necessary preparations to receive patients
Complete closing procedures at the end of the day
ensuring all confidential information is stored away securely and internal
lights are off
Secondary
Responsibilities
In
addition to the primary responsibilities, the medical receptionist may be
requested to:
a.
Partake in audit as directed by the audit lead
b.
Support administrative and prescribing staff, providing
cover during staff absences
c.
To support QOF administration team with contacting and
inviting relevant patients to the surgery for reviews and procedures
