We are currently looking for a Care Navigator to join our busy but friendly Reception team.
The candidate will need to be able to work in a very fast paced and demanding environment so the ability to be efficient whilst working alone and within a team is essential.
The working hours will be rota based between 8:00am - 6:30pm, Monday- Friday. Flexibility is a must to cover sickness and holidays.
Main duties of the job
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Booking appointments on EMIS system.
Responding to all queries and requests for assistance from patients, the team within the practice and other external agencies.
Ordering prescriptions.
About us
Willim Hopwood Surgery is a forward-thinking practice with a population of approximately 5,500 patients. We are a teaching practice with links to Manchester University. The practice is owned by the partners with a purpose-built building.
We believe in providing an exceptional service to our patients while also ensuring the wellbeing and safety of our staff. The Partners are looking for people with drive, enthusiasm and skills to support in the future development of the practice. If you believe you have the vision, commitment and passion for making a difference to the lives of our patients and staff, we would like to hear from you.
Job responsibilities
Administration
* To have a thorough knowledge of all practice procedures.
* To work in accordance with written protocols.
* Fax and photocopy as requested.
Reception
* Receiving patients, consulting with members of practice team.
* Handing completed repeat prescriptions to patient and checking names and addresses.
* Be able to cover all reception positions as necessary.
Appointments
* Process appointment requests for today/future appointments from patients by telephone and in person.
* Deal with visits/requests.
Computer
* Registrations of new patients, computer data entry and medical records.
* Process patients' changes of address, computer data and medical records (have knowledge of practice area).
* Process repeat prescription requests in accordance with practice guidelines.
Telephone
* Have working knowledge of telephone system, during and after hours.
Other Tasks
* Ensure building security; have thorough knowledge of doors/windows/alarm.
* 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. 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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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.
* Actively reporting health and safety hazards and infection hazards immediately when recognised.
* Keeping own work areas and general/patient areas clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role.
* Undertaking periodic infection control training (minimum annually).
* Demonstrating due regard for safeguarding and promoting the welfare of children.
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 that is welcoming to and respectful of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.
The post-holder will participate in any training programme implemented by the practice as part of this employment, with 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 recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognize 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.
* Participate in audit where appropriate.
Person Specification
Experience
* Previous experience as a Receptionist or relevant profession.
* Experience of working in primary care or hospital environment; knowledge of local area.
Qualifications
* Proven record of a good standard of education to GCSE or equivalent; Maths and English; knowledge of EMIS web system.
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.
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