Job summary
:
Receive, assist and direct patients (care navigation) in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone so excellent communications skills are essential.
The successful candidates should also be computer literate with at least 1 full years previous experience in working in a public facing role.
Please read the full job description and person spec to make sure that you have all the relevant skills/experience needed all the essential criteria before applying.
About us
We are a very busy GP Practice in Bradford looking to recruit an enthusiastic and self-motivated medical receptionist/care navigator. We are a friendly and supportive team delivering high quality care to our diverse group of over 8400 patients. Our team comprises of 3 GP Partners, 6 Salaried GPs, 4 trainee Registrar, 2 Practice Nurses, 2 HCA, Management and Clerical staff.
Reasons to apply!
1. Great team who are passionate about developing our own team.
2. Good rates of pay plus option to join the NHS Pension scheme.
3. 27 days holiday plus Bank Holidays (pro-rata).
Uniform provided
The closing date is Although please be aware that the advert willclose as soon as sufficient applications have been received. Therefore pleaseapply for this job as soon as you can, if interested. Start date is then asap, followingsatisfactory DBS and references.
Job description
Job responsibilities
ROOLEY LANE MEDICAL CENTRE JOBDESCRIPTION
JOB TITLE: RECEPTIONIST - care navigator
REPORTSTO: The Management Team
HOURS: 25 hours per week. (inc 15 minute paid break)
Job Summary:
Receive, assist and direct patients (carenavigation) in accessing the appropriate service or healthcare professional ina courteous, efficient and effective way.
Provide general assistance to thePractice team and project a positive and friendly image to patients and othervisitors, either in person or via the telephone
Job Responsibilities:
4. To have a thorough knowledge of all Practice procedures.
5. To work in accordance of written protocols.
6. Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
7. Deal with all general enquiries, explain procedures and make new and follow-up appointments.
8. Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
9. Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
10. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
11. Enter requests for home visits onto clinical system, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
12. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.
13. Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
14. Enter patient information on to the computer as required, change of addresses, names, telephone numbers and any ad-hoc information as appropriate.
15. Ensure the waiting room is kept tidy in turn with other staff members.
16. Premises Ensure building security have thorough knowledge of doors/windows/alarm.
17. Open up premises at the start of the day when first toarrive, and make all necessary preparations to receive patients.
18. When last to leave at the end of the day, ensure thatthe building is totally secured, and rooms are tidied and ready for the nextday.
19. Ensure that all new patients are registered onto the computer system promptly and accurately, including Temporary Residents.
20. Contact patients for routine screening as appropriate.
21. Do necessary administration of Pathology Data.
22. Arranging transport for patients when necessary.
23. Process faxes in a timely manner.
24. Opening, stamping with date and action stamp all incoming post.
25. Scan hospital letters and patient correspondence in accordance with Practice guidelines.
26. Advising Office Manager when stationary or other equipment is required.
27. Sending faxes to outside organisations when required.
28. Filing clinical letters into relevant concertina files.
29. Action tasks within a timely manner.
30. Restock the reception area.
31. Complete all annual Mandatory training as appropriate
32. Have working knowledge of telephone system, during and after hours
33. Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
Confidentiality:
34. 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
35. In the performance of the duties outlined in this Job Description, the post-holder will have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They 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
36. 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 (GDPR)
Health & Safety:
The post-holder willassist in promoting and maintaining their own and others health, safety andsecurity as defined in the practice Health & Safety Policy, the practiceHealth & Safety Manual, and the practice Infection Control policy andpublished procedures. This will include:
37. Using personal security systems within the workplace according to Practice guidelines
38. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
39. Making effective use of training to update knowledge and skills
40. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
41. Actively reporting of health and safety hazards and infection hazards immediately when recognised
42. Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
43. Undertaking periodic infection control training (minimum annually)
44. Reporting potential risks identified
Equality and Diversity:
Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:
45. Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
46. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
47. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
Thepost-holder will participate in any training programme implemented by thePractice as part of this employment, such training to include:
48. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
49. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
Quality:
Thepost-holder will strive to maintain quality within the Practice, and will:
50. Alert other team members to issues of quality and risk
51. Assess own performance and take accountability for own actions, either directly or under supervision
52. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
53. Work effectively with individuals in other agencies to meet patients needs
54. Effectively manage own time, workload and resources
Communication:
Thepost-holder should recognise the importance of effective communication withinthe team and will strive to:
55. Communicate effectively with other team members
56. Communicate effectively with patients and carers
57. Recognise peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation ofServices:
Thepost-holder will:
58. Apply Practice policies, standards and guidance
59. Discuss with other members of the team how the policies, standards and guidelines will affect own work
60. Participate in audit where appropriate
Person Specification
Qualifications
Essential
61. 1) Grade C (4) or above GSCEs (or equivalent) in Mathematics and English.
62. 2) At least 2 other GCSEs (or equivalent) at grade C (4) or above.
Desirable
63. 1) Typing and/or computer qualifications.
64. 2) NVQ in Customer Care (or equivalent).
Experience
Essential
65. 1) Practical experience of working with the general public in a frontline role for at least a continuous 12 month period.
66. 2) Practical experience of reception work including working with computers for at least a continuous 12 month period.
Desirable
67. 1) Experience of working within General Practice environment.
68. 2) Experience of working with Systm1 computer system.