Receptionist/Care Navigator

Job description

Job responsibilities

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

Job Responsibilities:

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice

• Deal with all general enquiries, explain procedures and make new and follow-up appointments according to protocol.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are dealt with in a logical and non-disruptive manner.
• Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Receive and make telephone calls as required, answering the call promptly in a polite and helpful manner, using agreed practice scripts as appropriate. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Ensure patient-related tasks are completed in a timely and efficient manner, e.g. pathlinks admin
• Follow procedures for the recording and handling of home visits (house calls), ensuring careful recording of all relevant details.
• Action repeat prescription requests and ensure that they are ready for collection by the patient within 72 hours, either on the computer or manually.
• When directed, prepare prescriptions for dosette boxes, liaise with pharmacies as appropriate
• Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.
• Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
• Enter patient information on to the computer as required, and obtain missing data as required
• Ensure that essential patient data is correct and up-to-date, e.g. contact details
• To liaise with hospitals in the booking of transport according to given timescales, completing appropriate documentation and following agreed procedures. To action requests for ambulance bookings are made accurately
• To undertake chaperone duties for patients when requested by clinical staff
• Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
• Ensure the reception desk and waiting areas are kept clean and tidy
• Premises:

o Open up premises at the start of the day when first to arrive and make all necessary preparations to receive patients, following required procedures

o To check lights, video screen are on and amend the touch screen information as required

o When last to leave at the end of the day, ensure that closing procedures are followed and communicate with any staff left on site.

o To receive, sign for and log deliveries to the practice, following any policies for receipt of specific goods, e.g. informing clinical staff about the delivery of vaccines so that cold chain is maintained

• Ensure that all new patients are registered onto the computer system promptly and accurately
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

Person Specification

Qualifications

Essential

• GCSE Grade A to C in English and Maths

Desirable

• Experience within a Medical Practice/Setting

Experience

Essential

• Experience of working within a Medical Setting is desirable, however full training will be provided

Desirable

• Experience of working within a Medical Setting is desirable, however full training will be provided

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

Ravenswood Medical Practice

Address

24 Hening Avenue

Ipswich

IP3 9QJ

Employer's website

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