Receptionist/Care Navigator

Job description

Job responsibilities

Job Summary

To provide a point of contact for patients and to act as a focal point of communication between patients, doctors and other medical and clerical staff.

Main Responsibilities

• Receive visitors/patients to the practice in a friendly and professional manner at all times
• Receive and book requests for appointments from patients via the telephone and face-to-face, into the most appropriate clinic/slot following agreed policies (and using own initiative from time-to-time)

• Receive and direct patients efficiently so that they can access the appropriate service or healthcare professional without difficulty

• Ensure communication to and from patients, other members of the primary health care team and external agencies is processed accurately and within the necessary timescales
• Ensure confidentiality of patient information at all times
• Explain practice procedures as required to help to resolve any hostility that may occur from patients misunderstanding of services
• Update daily GP rota board and unset/set emergency line at start and end of the day
• Direct patients to register with the surgery online
• Register patients in accordance with practice procedures
• Update patient demographic information when changes are identified
• Process emails sent to the practice generic email address
• Request repeat prescriptions in accordance with the repeat prescribing policy
• Promote online access for book of appointments, requesting repeat prescriptions and access to test results
• Ensure the reception and waiting area are kept neat and tidy
• Setting good examples of and ensuring: time keeping and attendance, appearance, attitude, customer service skills
• Completing work in a timely manner whilst adhering to all practice policies and procedures to reduce risk to yourself, colleagues and patients

• Close the practice premises in accordance with practice security protocols when required
• Act as chaperone during consultations and provide non-medical assistance to simple procedures requested by the clinician.

Reception Desk

• Receive samples from patients, adhering to the infection control procedures and ensuring they are labelled with appropriate information and passed to a member of clinical team
• Ensure that information that cannot be dealt with on front desk is passed to the most appropriate person
• Ensure that stock of patient questionnaires/patient leaflets are sustained

Administration

• Complete office administration in a timely manner, including but not limited to EMIS tasks, Docman, registrations, emails, online access requests etc.
• Offer general assistance to the management team, practice team, patients and visitors to the practice, either in person or over the telephone
• Communicate with patients via telephone, confidential email and AccuRx text messaging service
• Support QOF/QIF and enhanced services targets as directed by the Reception Manager or Business Manager
• Maintain awareness of target patient groups (i.e GSF, ILCT, Admissions Avoidance)
• General IT troubleshooting

• Ensure own statutory and mandatory training is up to date on an ongoing basis

Person Specification

Skills

Essential

• Basic IT skills
• Good interpersonal communication skills
• Good time management
• Empathy & compassion
• Team player attitude

Desirable

• Knowledge of clinical IT systems (EMIS)

Experience

Essential

• Receptionist/care navigator experience

Desirable

• Experience of working in a GP practice

Qualifications

Essential

• GCSE (or equivalent) in English and Maths

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

Leek Health Centre

Address

Leek Health Centre

Fountain Street

Leek

Staffordshire

ST13 6JB

Employer's website

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