Reception Care Navigator

Job description

Job responsibilities

Open up and close the surgery including being responsible for the security of the building, including tidying up all areas and clinical rooms.

Prepare clinic rooms and the reception area to ensure all necessary arrangements and supplies are available for clinical staff to see patients.

Greet patients professionally and politely to provide them with the information they need to choose the best help available.

As a care navigator, you will signpost patients to the appropriate services available that best meets their needs.

Ensure the appointment system runs efficiently by monitoring the flow of patients to inform them if clinical staff are running late or called out on emergencies.

Deal with any emergency situations in reception and prioritise patients on the appointment system to alert clinicians to assess the patient urgently as required.

Process home visit, nursing home and community bed visit requests

Process daily pathology result messages using the practice messaging system.

Process practice emails and ensure information is transferred to patient records or directed to appropriate team member.

Process daily tasks for the reception team and prioritise completing urgent same day requests

Register new patients and ensure all relevant registration pack information is provided.

Deal with any requests to cancel and rebook clinics as delegated by management or the nursing team.

Book appointments across different clinical systems or make referrals for community services such as pharmacy first

Welcome new patients and register patients for online services

Deal with all visitors at the surgery professionally, log them in the visitors book, issue visitor passes and alert the member of staff they are meeting.

Maintain supplies for reception and clinical room such as bags, prescription pads, stationary.

Refill printers and label machines with ink and paper and ensure further supplies are ordered when low

Maintain the reception waiting room and outside notice boards with up to date information, notices and posters.

Display campaign material in reception areas.

Deal with deliveries in reception and maintain the cold chain for refrigerated items.

Book transport for patients including making emergency calls to the ambulance service

Process medical reports requests.

Contact patients to invite for screening, annual reviews or gathering information as requested by the clinical or management team.

Deal with enquires or bookings for enhanced services or outside clinics that are based at the practice.

In the absence of the prescription clerk, deal with medication requests or repeat scripts.

Provide support and information to try and resolve patient concerns about services provided.

Deal with requests to make a formal complaint and escalate information to a senior member of staff or management.

Deal with ordering, deliveries and stocking of prescription packs within the practice ensuring prescriptions are secure at all times.

Report and contribute to incident or complaint investigations.

Retrieve and file medical records accurately and in alphabetical / date order. Maintain a tidy and organised storage area.

Contribute to scanning of correspondence and matching of patient information in the clinical system.

Read code and use templates to record information into the patients medical records.

Deal with task enquires and undertake daily delegated reception duties

Process the delivery and collection of medical records including securely transporting between sites as required.

Deal with internal and external mail including posting at nearby post boxes and post offices for registered or recorded mail.

Use the Leeds Care Record System to retrieve information for patient enquires that is not available in their clinical records.

Deal with patients who are using the self-check kiosk and demonstration of the equipment.

Deal with the arrival of contractors and report their arrival or completed work to the management team.

Other Duties

Prepare beverages for staff, ensuring that kitchen and break areas are kept clean and tidy.

Assist with maintaining inventory of office supplies and ordering new materials as needed.

Ensure all reception office storage is organised and kept tidy.

Handle incoming and outgoing mail.

Deal with deliveries and ensure all waste is stored correctly.

Ensure the reception area and office are tidy and presentable.

Greet and assist patients and visitors in a courteous and professional manner.

Undertake chaperone training to assist clinical staff with chaperoning.

Handling of specimens and clinical waste

Handle specimens that are brought into reception and prepare bags ready for collection.

Maintain infection control standards as required to deal with bodily spillages in reception or during infectious outbreaks

Collect secure sharps bins from patients

Prepare clinical bag collection and oversee refuge collection staff in the building

Data Management:

Follow data security procedures to ensure all patient records are confidential. Checking patient demographics when dealing with patients and processing information into their records. Maintain accurate and up-to-date records in electronic patient records. Ensure data integrity and confidentiality in compliance with privacy regulations.

Comply with the practice clear desk policy to maintain patient confidentiality.

Financial Administration:

Advise patients of relevant charges for non NHS services, accept payment and issue a receipt.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths
• Previous experience in a receptionist or administrative role,

Desirable

• Working with Clinical Systems such as SystmOne or EMIS
• Volunteer work in administrative or healthcare setting is desirable but not essential.
• Previous experience in a receptionist or administrative role, in healthcare setting

Skills

Essential

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Basic understanding of data entry and database management
• Ability to work with office equipment such as printers, copiers, and IT systems.
• Strong organisational skills and attention to detail.
• Ability to work independently and as part of a team.

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

Dr T Fox and Partners

Address

Colton Mill Medical Centre

Stile HIll Way

Colton

West Yorkshire

LS15 9JH

Employer's website

https://www.coltonmill-thegrange.nhs.uk/ (Opens in a new tab)