Job responsibilities
JOB TITLE: Care Navigator (Receptionist/Administrator)
REPORTS TO: Reception Manager
ACCOUNTABLE TO: Practice Operations Manager / Assistant Practice Manager
HOURS: 20 Reception Hours: Monday: 1.00pm-6.00pm
Wednesday : 1.00pm-6.00pm
Thursday: 1.00pm-6.00pm
Friday : 1.00pm-6.00pm
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. Be flexible and adaptable to changes within the role and to be able to work as part of a team and to use your initiative. De able to work under pressure at busy times and able to multi-task.
Job responsibilities:
- Welcoming patients via telephone or face to face.
- Answering incoming calls in a prompt, friendly efficient manner.
- Booking of appointments.
- Arranging home visit requests.
- Signposting patients to the correct clinician.
- Receiving and processing daily E-consults from patients.
- Handing repeat prescription / med3 requests
- Registering new patients
- Liaising with members of practice team
- Managing out-going correspondence
- Updating patient demographics
- General administration duties
- Daily auctioning of Tasks.
The post holder will:
- Will ensure that their work station is clear and tidy at the end of each session.
- Will be flexible to cover staff leave and absences.
- Will be expected to attend any relevant training sessions and to complete mandatory e-learning on an annual basis.
- Will be required to attend staff meetings.
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 practice health & safety manual, and the practice infection control policy and published procedures. This will 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
- Actively reporting of health and safety hazards and infection hazards immediately when recognised
- Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
- Undertaking periodic infection control training (minimum annually)
- Reporting potential risks identified
- Any failures to be reported
- Demonstrate due regard for safeguarding and promoting the welfare of children
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 legislationRespecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner that 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, with 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
- Annual mandatory training including e-learning modules
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