GP Receptionist / Care Navigator

Job description

Job responsibilities

Ensure an effective, efficient and empathetic reception service is provided to our patients and other visitors to the practice.

Answer incoming phone calls from patients and other healthcare professionals and navigate them to the appropriate clinician or healthcare professional.

Deal with general enquiries, explain procedures and process prescription and medication requests.

Make, cancel and rearrange appointments for patients as necessary.

Be responsible for the opening and setting up of reception areas and the practice in a morning and the closing down and locking up of reception areas and the practice in an evening.

Support and arrange support for patients in regards to interpreters, chaperones and accessibility.

Support and assist clinical staff and visiting practitioners in the performance of their roles.

Organise and manage the daily workload to ensure smooth running of the service and patient care.

Maintain well-ordered manual and electronic patient medical records in line with information governance requirements.

Participate in and contribute to practice teamwork towards achieving a cohesive approach in line with team objectives.

Document and input data into the computer and clinical systems in line with practice protocols on Information governance, GDPR and data protection policies.

Maintain and follow confidentiality and consent protocols. Patients entrust us with and allow us to gather sensitive personal information in relation to their health and other matters whilst seeking care. They do so with confidence and have the right to expect our staff will respect their privacy and act accordingly. Post holders may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers and may also have access to information relating to the practice as a business organisation. All such information must be regarded as strictly confidential and only divulged to authorised persons in accordance with practice policies and procedures relating to confidentiality, Data protection and GDPR.

Provide cover for other reception and practice team members where necessary to achieve an effective patient service.

Assist in promoting the health, safety and security of yourself and others by encouraging and maintaining adequate security and health and safety procedures as defined by practice policies.

Support and promote the Equality, Diversity and rights of patients, carers and colleagues by acting in a way that:-

• Respects their privacy, dignity and beliefs
• Recognises the importance of peoples rights in line with policies and current legislation.
• Is non-judgmental, welcoming and respectful of all circumstances, feelings and priorities.

Post holders will participate in mandatory training programs implemented by the practice as well as taking responsibility for their own development, learning and performance whilst engaging with annual performance reviews and appraisals.

Communication - post holder should recognise the importance of clear concise and effective communication and will strive to:-

• Communicate positively and effectively with other team members
• Communicate positively and effectively with patients and carers
• Recognize peoples needs for alternative methods of communication and act accordingly.

Maintain and manage communication, behaviour and demeanour that reflects the practice in a positive manner to patients, public and external organisations.

A Full, comprehensive Job description and training inline with practice policies and protocols will be provided to successful candidates.

Person Specification

Qualifications

Desirable

• GCSE grade A to D in English and Maths
• Qualifications in CPR, resuscitation or basic life support.
• Qualifications in Health and social care

Experience

Essential

• Experience of working in a patient or public facing, or customer service role

Desirable

• Previous experience of working within a GP practice or primary care.
• Knowledge or experience of working with Clinical systems including SystemOne or Emis.

Skills

Essential

• - Ability to organise and prioritise workloads.
• - Effective listening and verbal and written communication skills.
• - Excellent interpersonal and customer service skills.
• - Ability to maintain a high level of confidentiality and discretion.
• - Caring and empathetic approach to handling patient issues and concerns.
• - Ability to learn quickly and effectively and retain knowledge.
• - Ability to remain calm under pressure.
• - Basic IT skills, covering Microsoft word, Excel and Email / outlook.

Desirable

• -Excellent IT Skills and understanding.
• -Clinical system skills and understanding.
• -Awareness of GDPR and Data protection.

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

The Mathews Practice

Address

22 Asline Road

Sheffield

South Yorkshire

S2 4UJ

Employer's website

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