Reception Care Navigator

Job description

Job responsibilities

Have a thorough knowledge of all Practice procedures.

- Work in accordance of written protocols.

- Amalgamate newly registered patient's notes on receipt to the practice.

- Fax and photocopy as required.

- Scan patient correspondence onto computer records where applicable.

- Provide patients with test results over the phone or in person in accordance with practice guidelines.

- Receive and signpost patients in reception.

- Handle prescription requests and distribute completed prescriptions.

- Deal with telephone queries and transfer calls to the appropriate person.

- Do any other appropriate tasks commensurate with role.

Appointments

- Signposting patients to the most appropriate healthcare professional and process appointment requests.

- Deal with visits requests in accordance with practice guidelines.

- Enter patient's details on the computer for telephone triage by the duty doctor.

Utilising clinical software system

- Registering new patients.

- Computer data entry and updating medical records where applicable.

- Process patients change of address computer data and medical records (have knowledge of practice area).

- Process repeat prescription request in accordance with practice guidelines.

-Update patients computer records in accordance with practice guidelines.

Telephone system & premises

- Utilise the telephone system to communicate with patients and stakeholders.

- Ensure building is alarmed and secure when leaving at the end of the day.

- Any other tasks allocated by managers.

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 recognises the importance of people's 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 team's performance.

- Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

- Communicate effectively with other team members.

- Communicate effectively with patients and carers.

- Recognise people's 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.

Person Specification

Qualifications

Essential

• Good level of numeracy and spoken English. Good standard of keyboard skills including experience of communicating via email.

Desirable

• Ability to communicate with patients and stakeholders in Welsh.

Experience

Essential

• Experience of working with the public in customer facing role. Experience of working within a team.

Desirable

• Experience of working in an administrative role in a healthcare environment. Experience of using clinical software systems in General Practice. Experience of preparing repeat prescriptions.

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

Roath House Surgery

Address

100 Penylan Road

Penylan

Cardiff

CF23 5RH

Employer's website

https://roathhousesurgery.nhs.wales/ (Opens in a new tab)