Medical Receptionist/Care Navigator

Job description

Job responsibilities

ELLISON VIEW SURGERY

JOB DESCRIPTION

GRADE: Agenda for change Grade 2

CATEGORY OF STAFF: Administrative

PURPOSE OF THE POST:

To ensure the Doctors are able to provide an effective, efficient and caring service to the Practice population.

Dealing with patients through sensible use of initiative, flexible approach and working to consistent high standards.

Through development of skills, you will be expected to prioritise tasks effectively and efficiently.

The post requires:

Respect of patients confidentiality at all time.

Enquiries from patients to be efficiently and courteously handled

Surgery premises to be kept tidy

Patient documentation to be handled promptly

Use of electronic Choose and Book system for patient referrals

The Organisation Chart illustrates the job role within the practice. The Practice is situated within The Glen Primary Care Centre, serving approximately 6000 patients.

ORGANISATIONAL CHART

GP Partners

Practice Manager

Salaried GPs & ANPs

Medical Administrators

Secretaries

Receptionists

DIMENSIONS

Reception desk duties, to include reception of patients, dealing with queries and prescription requests in person by telephone, emails & patient access

Making of appointments by telephone and at desk, using computerised system

Letter scanning and completion of electronic tests where required.

Checking for tasks from the GPs on the computer

Data entry of patient information onto computer as required, including any personal patient contacts, passing messages etc.

Creation of new patient record, (New Registrations)

Photocopying of notes as required for Solicitors etc.

Taking requests for housecalls

Administration of chronic disease clinics recall

Dealing with Medical Reports/Solicitor requests for information and assist with Solicitors requests for notes, when required.

Use of all office equipment, eg computer, printers franking machine etc

This list is not exhaustive and you may be required to do other tasks within your capabilities or after training has been given.

KNOWLEDGE SKILLS TRAINING AND EXPERIENCE

The post holder will receive an initial induction, ongoing job training supported by the practice procedures/protocols. The post holder will be required to attend mandatory training such as Fire Safety Training/ CPR/Child Protection plus any other training necessary for the performance of the job role.

Theoretical and practical knowledge

General computer skills

Helpful, friendly and effective telephone and face to face manner

Competence in written and spoken English

Competent in the use of office equipment e.g. computer keyboard, photocopier, scanner

And other applications

Ability to work under pressure

PROFESSIONAL OR SPECIALIST KNOWLEDGE

Knowledge of EMIS clinical system would be an advantage

Medical Terminology would be advantageous

KEY RESULT AREAS

PATIENT CARE

You will be expected to provide general non clinical advice, information and guidance directly to patients, relatives or carers, within the practice protocols/procedures, such as taking and relaying messages, advice to patients re surgery availability, making appointments and signposting patients to other agencies..

You will be expected to carry out your role with tact when dealing directly with patients, relatives, carers and hospital staff, and other agencies

In the performance of your duties, the post holder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. The post holder 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.

You will support the equality, diversity and rights of patients, carers and colleagues. You will be expected to respect the privacy, dignity, needs and beliefs of patients, carers and colleagues behaving in a manner which is non-judgemental and respects their circumstances, feelings, priorities and rights.

POLICY AND SERVICE DEVELOPMENT

The practice has a range of procedures and policies covering all aspects of the job roles within the practice and you will be expected to follow these at all times and keep up to date with any changes when areas are reviewed. You will be expected to contribute to any policy development within your own role and identify any potential improvement in working systems.

FINANCIAL AND PHYSICAL RESOURCES

The post holder will be expected to take care when using any practice equipment e.g. computer, scanner etc.

You may deal with monies during the course of your role from patients diligence is expected at all times. Instructions will be given at induction as to how to deal with these incoming fees along with items from and to the petty cash tin.

HUMAN RESOURCES

You will be expected to demonstrate activities and answer questions to new/less experienced colleagues

You will be expected to participate in annual individual performance reviews and attend Practice Meetings where required.

INFORMATION RESOURCES

• The post involves data entry on to the clinical system. Some may be your own generated data, other data may have been generated by others. This should be done accurately and with care, maintaining patient confidentiality at all times. You will also be expected to receive and issue, where appropriate, prescriptions following requests by patients.
• Use of the Choose & Book system for urgent referrals
• When working on administrative areas, you will be expected to be aware of, and use, where appropriate, the electronic Quality and Outcomes Framework Population Manager in the course of your duties.

RESEARCH AND DEVELOPMENT

An occasional audit within your own work area may be requested of you by the Practice Manager.

ANALYTICAL

Judgements may be required involving facts or situations e.g. prescriptions and results enquiries from patients, or a judgement in dealing with patient enquiries, analysis and resolving patient problems There may be a degree of problem solving in liaison with patients in all aspects of your role from reception, administrative or secretarial.

PLANNING AND ORGANISING

• Required to organise own workload within rota guidelines with reference to practice procedures/protocols ensuring that practice standards/deadlines are met e.g. timely telephone answering, responsibility for being aware of own workload and area of work, cover for lunchtimes and coffee breaks etc, ensuring work does not accumulate and making deputy/practice manager aware where a backlog has begun.

COMMUNICATION AND RELATIONSHIPS

• You will be expected to carry out your role with tact and persuasive skills. You will come into daily contact with patients with differing problems e.g. mentally ill, hearing impaired, distressed, and you will be expected to treat each patient with sensitivity, understanding and a non bias approach. In the performance of your duties, the post holder will have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential.

• You will be expected to liaise with the following personnel:

• General Practitioners and Nurses dealing with their queries, tasks, liaison between patient and GP

• Practice Management attending staff meetings, following instructions and policies, dealing with tasks given
• Other team members sharing duties, dealing with tasks delegated, covering for absence
• Members of wider team taking and passing on messages, liaison between them and GPs
• Patients dealing face to face, making appointments, answering queries, resolving problems, liaison with GP on their behalf
• Outside agencies dealing with their queries, taking and passing on messages

FREEDOM TO ACT

The post holder will be expected to follow practice procedures/protocols with minimum supervision. A certain amount of initiative will be required

There will however always be someone on hand to give support or advice.

EFFORT AND ENVIRONMENT

There is little physical effort required in the post.. There is a certain degree of computer work which demands good keyboard skills and time in front of a computer screen, sitting for some periods of time when covering the switchboard and working on administrative and secretarial duties.

Some concentration will be required dealing with patients queries to ensure understanding and ultimately resolution.

EMOTIONAL

Occasional exposure to:

Distressed patients

Bereaved relatives

Telephone calls from distressed/angry/dissatisfied patients

WORKING CONDITIONS

Excellent working conditions, pleasant staff room/kitchen for breaks. Roomy workstations. Occasional exposure to unpleasant conditions, ie l exposure to hazards, verbal or physical aggression from patients, continuous VDU use.

Signed..(employee)

Signed..(employer)

Date

Person Specification

Experience

Essential

• Experience of Customer Care

Desirable

• Experience of working in Primary Care or equivalent

Employer details

Employer name

Ellison View Surgery

Address

The Glen Primary Care Centre

30 Glen Street

Hebburn

Tyne And Wear

NE31 1NU

Employer's website

https://www.ellisonviewsurgery.nhs.uk/ (Opens in a new tab)