Care Navigator/Receptionist/Administrator

Job description

Job responsibilities

Job Summary

The purpose of the role is to

Offer 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

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies

Duties and Responsibilities

The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Practice Manager, dependent on current and evolving Practice workload and staffing levels

• Opening up/locking-up of Practice premises and maintaining security in accordance with Practice protocols
• Use of the Practice appointments system
• Reception/front of house cover as and when required
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Taking messages and passing on information, including signposting and referrals to pharmacy first schemes
• Processing of incoming emails
• Filing and retrieving paperwork
• Processing prescriptions in accordance with Practice guidelines
• Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
• Processing online consultation requests, both medical and administrative
• Scanning and coding of clinical correspondence
• Franking of outgoing mail
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Act as chaperone for clinicians as and when required
• Providing clerical assistance to clinicians as required from time to time, including word/data processing, filing and photocopying.
• Providing administrative support to management team when required
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

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, 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 recognizes 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 recognize the importance of effective communication within the team and will strive to

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognize 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

Qualities and Attributes

Essential

• An understanding and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of a team
• Pleasant and articulate
• Able to work under pressure
• Able to work in a changing environment
• Able to use own initiative

Qualifications

Essential

• Educated to GCSE level

Desirable

• A demonstrable commitment to professional development
• Typing/IT qualifications

Experience

Essential

• Experience of Microsoft Office software
• Experience of dealing with the public/patients

Desirable

• Experience of SystmOne
• Experience of Primary Care

Knowledge and Skills

Essential

• Excellent telephone skills and ability to make appointments for patients in an efficient manner.
• Excellent general communication skills & attention to detail
• Excellent keyboard & computer skills
• Ability to assist the organisation of reception team and prioritise workflow

Desirable

• Knowledge of medical terminology

Other

Essential

• Flexibility of additional working hours/ able to work at the desired times

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

Imperial Medical Practice

Address

47-49 Imperial Road

Exmouth

Devon

EX8 1DQ

Employer's website

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