Receptionist St Paul's Clinic

Job responsibilities

All staff at this organisation have a duty to conform to the following

Equality, Diversity and Inclusion

A good attitude and positive action towards Equality Diversity & Inclusion, ED&I creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons. It improves operational effectiveness; it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion, or belief, sex, or sexual orientation.

Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion, or belief, sex, or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire SHEF

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing, and safety.

The post holder is to manage and assess risk within their areas of responsibility, ensuring adequate measures are in place to protect staff and patients, and monitor work areas and practices to ensure they are safe and free from hazards, and conform to health, safety and security legislation, policies, procedures, and guidelines.

All personnel have a duty to take reasonable care of health and safety at work for themselves, their team, and others, and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the

Health and Safety at Work Act 1974

Environmental Protection Act 1990

Environment Act 1995

Fire Precautions Workplace Regulations 1999

Other statutory legislation which may be brought to the post holders attention.

Confidentiality

The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect that all staff will respect their privacy and maintain confidentiality.

It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff protect patient information and provide a confidential service.

Quality and Continuous Improvement CI

To preserve and improve the quality of this organisations outputs, all personnel are required to think not only of what they do, but how they achieve it. By continually re examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.

The responsibility for this rests with everyone working within the organisation, to look for opportunities to improve quality and share good practice, and to discuss, highlight and work with the team to create opportunities to improve patient care.

At this organisation, we continually strive to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.

All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.

Induction

We will provide a full induction programme and management will support you throughout the process.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude, and competences to perform their role. All staff will be required to partake in and complete mandatory training as directed. It is an expectation for the post holder to assess their own learning needs and undertake learning as appropriate

The post holder will undertake mentorship for team members, and disseminate learning and information gained to other team members, to share good practice and inform others about current and future developments, and courses and conferences.

The post holder will provide an educational role to patients, carers, families, and colleagues in an environment that facilitates learning.

Collaborative working

All staff are to recognise the significance of collaborative working, understand their own role and scope, and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time management strategies are embedded within the culture of the team.

Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring mechanisms to develop new ways of working, while working effectively with others to clearly define values, direction and policies impacting upon care delivery

Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.

Plans and outcomes by which to measure success should be agreed.

Managing information

All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.

Data should be reviewed and processed using accurate SNOMED read codes to ensure easy and accurate information retrieval for monitoring and audit processes.

Service delivery

Staff will be given detailed information during the induction process regarding policy and procedure. The post holder must adhere to the information contained within the organisations policies and regional directives, ensuring protocols are always adhered to.

Security

The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the door locks with anyone, and they are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and passwords are not to be shared.

Professional conduct

All staff are required to dress appropriately for their role.

Leave

All personnel are entitled to take leave. Line managers are to ensure that all their staff are afforded the opportunity to take a minimum amount of days leave each year and are encouraged to take all their leave entitlement.

Public holidays will be calculated on a pro rated basis dependent on the number of hours worked.

Primary responsibilities

The following are the core responsibilities of the care navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels.

a. Process and effectively signpost patients to the appropriate healthcare professional, depending on the presenting condition

b. Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately

c. Process patient requests for appointments

d. Process repeat prescription requests

e. Initiate contact with and respond to requests from patients, team members and external agencies

f. Enter read code data

g. Photocopy documentation as required

h. Data entry of new and temporary registrations and relevant patient information as required

i. Input data into the patients healthcare records as necessary

j. Direct requests for information, e.g., SAR, insurance, solicitors letters and DVLA forms, to the administrative team

k. Manage all queries as necessary in an efficient manner

l. Carry out system searches as requested

Secondary responsibilities

In addition to the primary responsibilities, the care navigator may be requested to:

Participate in practice audit as directed by the audit lead

Support administrative staff, providing cover during staff absences

Action incoming emails when necessary

Scan patient related documentation and attach scanned documents to patients healthcare records

Complete opening and closing procedures in accordance with the duty rota

As required, support in the process of repeat prescriptions, ensuring that they are processed accurately and efficiently

Order and monitor stationery supplies

Maintain a clean, tidy, effective working area at all times

Monitor and maintain the reception area and noticeboards

Support all clinical staff with general tasks as requested

Undertake all mandatory training and induction programmes

Attend a formal appraisal with their manager annually. Once a performance and training objective has been set, progress will be reviewed regularly so that new objectives can be agreed

Contribute to public health campaigns for example flu clinics through advice or direct care

Qualifications

Essential

• Educated to GCSE Mathematics & English, C or above or equivalent

Desirable

• Active signposting or Care Navigator training qualification
• Healthcare qualification level 2 or working towards gaining equivalent level
• Customer service qualification NVQ or equivalent

Experience

Essential

• Experience of working in primary care
• Experience of working with the public

Desirable

• Experience in use of Language Line

ADDITIONAL CRITERIA

Essential

• Excellent communication skills written and oral
• Strong IT skills
• Clear, polite telephone manner
• Effective time management planning and organising
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure
• Disclosure Barring Service, DBS check
• Effective time management, planning and organising
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Ability to follow clinical policy and procedure
• Polite and confident
• Flexible and cooperative
• Motivated
• Problem solver with the ability to process information accurately and effectively, interpreting data as required
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure in stressful situations
• Able to communicate effectively and understand the needs of the patient
• Effectively utilise resources
• Punctual and committed to supporting the team

Desirable

• Flexibility to work outside core office hours
• Competent in the use of Office and Outlook
• EMIS user skill
• Occupational health clearance

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).