Receptionist / Care Navigator

Job description

Job responsibilities

Role duties

Patient Interaction and Support:

Front Desk Management: Greet patients upon arrival, verify their information, and direct them to appropriate departments. Ensure a welcoming and respectful environment for all visitors.

Appointment booking: Efficiently manage appointment scheduling using the practices systems; adjust schedules as needed to accommodate patient needs and maximise resource utilisation.

Telephone Enquiries: Handle incoming calls, provide information to callers, take messages, or redirect calls to appropriate staff members.

Administrative Responsibilities:

eConsultations: Process eConsultations received.

Patient Records Management: Maintain and update patient records with accuracy. Ensure all patient interactions and transactions are logged promptly and comply with legal and privacy requirements.

Summarising: Summarisation of medical records as required.

Coding and scanning: Scan and code patient correspondence.

Any other administrative work as required.

Communication and Coordination:

Healthcare Provider Liaison: Act as a liaison between patients and healthcare providers. Ensure that communication is clear and that patients understand their schedules, treatment plans, and any preparatory steps for appointments.

Resource Navigation: Guide patients to access various healthcare resources available to them, including special clinics, educational sessions, and community services.

Patient Follow-Up: Conduct follow-ups with patients regarding future appointments, treatment plans, and healthcare management strategies.

Facility Support:

Resource Management: Manage front-office supplies and ensure that patient areas are stocked with necessary items like forms, brochures, and informational materials.

Safety Protocols: Maintain cleanliness and safety of the reception area, complying with health and safety guidelines to ensure a safe environment for patients and staff.

Quality Improvement:

Feedback Collection: Collect and compile patient feedback to identify areas for improvement in front desk operations and patient care coordination.

Service Enhancement Initiatives: Participate in initiatives aimed at enhancing patient satisfaction and improving service delivery effectiveness.

Professional Development:

Training Participation: Engage in ongoing training to enhance skills related to patient care, technology use, communication, and administrative management.

Knowledge Upgrading: Stay updated on new healthcare regulations, insurance policies, and patient care technologies to continually improve service quality.

Miscellaneous:

The Practice recognises that the role above is wide and varied is evolving in nature. Therefore, this job description is not intended to be exhaustive and there will be other tasks and duties that the post holder will be expected to perform within what is ordinarily expected of this role.

Person Specification

Qualifications

Essential

• Core GCSEs; additional training in customer service, administration, or related field is preferred

Experience

Essential

• Experience
• Proven experience in a receptionist or customer service role preferably in a healthcare setting
• Experience with medical terminology and understanding basic healthcare operations is beneficial
• Technical Skill
• Proficiency in using medical office software including patient management systems and SystmOne.
• Strong computer skills including proficiency with Microsoft Office applications particularly Word and outlook.
• Communication Skills
• Excellent verbal and written communication skills necessary for interacting effectively with patients and healthcare providers.
• Ability to handle sensitive information confidentially and interact professionally with diverse individuals.
• Organisational Skills
• Exceptional organisational and time management skills able to manage multiple tasks and priorities in a fast-paced environment.
• Detail-oriented with a focus on accuracy and precision especially in scheduling and record-keeping.

Desirable

• Customer Service
• Strong customer service orientation with the ability to remain patient and empathetic while handling patient inquiries and concerns.
• Skills in conflict resolution and ability to manage stressful situations calmly and effectively.
• Adaptability
• Flexible and adaptable to change with the ability to quickly learn new systems and adapt to evolving healthcare practices.
• Willingness to take on additional responsibilities as needed to support the practice.
• Teamwork
• Ability to work effectively as part of a team supporting other staff members and contributing to a collaborative work environment.
• Experience in supporting a team administratively including arranging meetings and preparing materials and facilitating communication.
• Patient Interaction
• Experience in guiding patients through their healthcare journey providing support and clear instructions regarding healthcare services.
• Competence in managing patient flows ensuring efficient and satisfactory service delivery.
• Additional Competencies
• Commitment to ethical standards and professionalism, ensuring patient confidentiality and adherence to data protection regulations.
• Proactive in personal development seeking opportunities to enhance skills and knowledge related to healthcare administration and patient care.

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

Fuller and Forbes Partnership

Address

Stirling Road Surgery,

Plymouth

PL5 1PL

Employer's website

http://bramleyonline.co.uk/ (Opens in a new tab)