GP Receptionist / Care Navigator

Job description

Job responsibilities

JOB DESCRIPTION JOB TITLE:

GP Receptionist/Care Navigator

Job Summary:

It is the responsibility of each receptionist to assist in the smooth running of the Practice in general, and the reception area in particular, and to project a positive and friendly image to our patients and other professionals who may contact us either in person or via the telephone.

To facilitate patients accessing the clinical care provided by the practice.

To support the GPs and Nurses in providing that care.

To act as first point of contact for anyone accessing the practice.

Accountable to: General Practitioners (for medical matters)

Practice or Deputy Manager (for all other matters)

KEY RESPONSIBILITIES:

To ensure that all visitors and telephone callers to the practice are greeted professionally.

To ensure all telephone calls are managed appropriately.

To manage the flow of patients arriving at the reception desk, for appointments, prescriptions or queries.

KEY TASKS:

Reception duties:

Greeting and booking in or patients for surgeries and clinics.

Dealing with patient enquiries efficiently and courteously.

Making appointments on EMIS, by processing appointment requests for today, future appointments from patients in person and on the telephone.

Dealing with all telephone queries/requests from patients, and acting as liaison with the Doctors/Nurses as necessary. Pulling and filing medical records as necessary.

Taking home visit requests 2

Advising patients of relevant charges for private services

Receiving specimens from patients ensuring all their details have been recorded whilst following Health & Safety policy.

Tidying waiting room after surgery, ensuring premises are kept tidy between visits from the cleaning staff, tidy and sort magazines and leaflets, discarding old and damaged items as necessary.

Administration duties:

To have a thorough knowledge of all practice policies and procedures

To work in accordance of written protocols

Provide administrative support for clinical staff.

Filing patient records and correspondence when necessary.

Opening and distribution or practice post.

Registering new patients following the Registration Protocol.

Scanning of documents onto the medical system. All scanning should be cleared daily (both trays).

To send letters to patients as necessary.

Changing details on EMIS i.e. Change of address, telephone numbers etc.

Other Information:

Cover for other Reception team members may be required for sickness and annual leave.

Ensuring building security/premises at the end of the day and ensure the building is totally secured, internal lights off and alarm activated.

To carry out any other duties agreed between employee and the practice to ensure the smooth running of the practice.

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 & 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, the Staff Handbook and the Practice Infection Control Policy, this will include:

Using personal security systems with 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

Keeping own work areas and general/patient areas 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 4

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

Participate in audit where appropriate

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

NHS Pension Scheme available.

Person Specification

Experience

Essential

• Customer service

Desirable

• Experience of working in a healthcare setting.
• Experience of working in a GP Practice

Excellent customer service

Essential

• Greeting patients and visitors with a friendly and professional demeanor.
• Managing appointment bookings and scheduling for multiple doctors.
• Handling phone and in-person inquiries efficiently and effectively.
• Maintaining patient records with accuracy and confidentiality.
• Supporting the medical team with administrative tasks.
• Ensuring the reception area is clean, organized, and welcoming.
• Essential Skills and Qualities:
• Communication Skills:
• Excellent verbal and written communication skills.
• Ability to interact with patients, staff, and external contacts in a courteous and professional manner.
• Customer Service Orientation:
• Strong focus on providing outstanding customer service.
• Patience, empathy, and the ability to remain calm under pressure.
• Organizational Skills:
• Exceptional organizational abilities to manage multiple tasks and priorities.
• Strong attention to detail to ensure accurate record-keeping and scheduling.
• Technical Proficiency:
• Proficient in using computer systems, including Microsoft Office and electronic health record (EHR) systems.
• Ability to quickly learn and adapt to new software and technology.
• Teamwork:
• Ability to work collaboratively with medical staff and other receptionists.
• Willingness to support and assist colleagues to ensure smooth operation of the practice.
• Problem-Solving Skills:
• Proactive approach to identifying and resolving issues.
• Ability to think on your feet and handle unexpected situations effectively.
• Professionalism:
• Maintain a high level of confidentiality and professionalism at all times.
• Present a positive and welcoming image of the practice.
• Desirable Qualifications and Experience:
• Previous experience in a receptionist or customer service role, preferably within a healthcare setting.
• Knowledge of medical terminology and practice management software.
• Experience with handling patient records and confidential information.
• Relevant qualifications in administration or customer service.
• Personal Attributes:
• Friendly and approachable personality.
• Reliable and punctual with a strong work ethic.
• Flexible and adaptable to changing demands and environments.
• Commitment to continuous professional development and learning.
• Join our dedicated team at Primrose Bank and Ewood Medical Centres and contribute to the health and well-being of our community. Apply now to become a valued member of our friendly and dynamic team!

Qualifications

Essential

• GCSE

Desirable

• A levels

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

Primrose Bank Medical Centre

Address

Primrose Bank

Blackburn

BB1 5ER

Employer's website

https://www.primrosebankmedicalcentre.co.uk/ (Opens in a new tab)