The Receptionist/Care Navigator role is primarily responsible for undertaking a wide range of reception duties and the provision of general support to the wider multi-professional team. We are expanding our reception team and the role requires high levels of organisation and excellent interpersonal skills. We are looking for 2 part-time well motivated staff to work 21 hours per week each; flexibility in hours/days will be required. The practice is open between 8am and 6:30pm.
This is an extremely busy role which requires hard work, the ability to multi-task and a good sense of humour. You will need to be able to deal with multiple different demands on your time, be able to prioritise to ensure all tasks are completed on time, have excellent customer service skills and a smart, professional appearance. Previous relevant experience is desirable but full training will be provided.
You must be able to work collaboratively with the general practice team to meet the needs of the patients. High quality service delivery, complete confidentiality and patient satisfaction are an absolute priority.
Main duties of the job
Maintain a professional and effective reception service to patients.
Provide telephone and face to face access for patients to book, cancel and check appointments and respond to patient enquiries
Deal with patients and visitors in a calm and sympathetic manner
Maintain and update patient records and documentation
Process repeat prescription requests accurately and efficiently
Handle incoming and outgoing correspondence
Support the clinical team with administrative tasks as required
Maintain patient confidentiality and adhere to data protection policies
About us
Meadowside Medical Centre priorities are to deliver high quality care focused on the needs of the patient, to provide a positive supportive working environment for our team and to create a sustainable practice at the heart of the community.
We are a busy practice with a population list size of 8600 patients. We have a clinical team of 3 GP Partners, 4 Salaried GPs, 1 Advanced Nurse Practitioner, 3 Practice Nurses, 1 Associate Practitioner and 1 Healthcare Assistant.
We are a friendly and cohesive team committed to working together in a happy and supportive working environment in which our team are strongly encouraged to realise their full potential. We welcome new ideas and actively encourage personal and professional development at all levels.
Job responsibilities
Opening and closing the surgery following surgery protocols to ensure building security
Booking appointments face-to-face, over the telephone and signposting patients to ensure the patient is booked with the right person at the right time and in the right place
Arriving patients for appointments
Receiving and recording requests for home visits, telephone consultations and taking messages
Keeping the reception area, noticeboards and waiting room tidy and presentable.
Manage incoming emails via generic inbox, online consultations, web contacts and signposting and taking all the appropriate actions.
Process patients change of address, telephone contact details etc.
Handling completed repeat prescription requests and processing appropriately
Receiving and recording payments for medicals, insurance reports etc.
Monitoring clinics and informing patients when there is a delay or clinicians are running late
Safely handling/processing specimens received from patients following practice protocols .
Taking messages and passing on information
Initiating contact with and responding to requests from patients, other team members and associated healthcare professionals and agencies
Cover sickness/annual leave of other Care Navigators on a fair share basis and work reasonable overtime when required to cover extended hours.
Ensure accurate processing and recording of information in accordance with practice procedures using the practice clinical system
Complete administrative tasks relating to patients records including filing, document management and ensuring patients can access reports, prescriptions etc.
Providing clerical access to practice staff as required, including word/data processing, filing, photocopying and scanning
Contact patients to arrange follow-up appointments, prescription collections etc.
Chaperone for clinicians (training provided)
Greeting visitors and asking them to complete the visitors book, informing the relevant manager/colleague of their arrival and escorting them where appropriate
Taking and receiving delivery of supplies
Answer and respond to incoming calls in a timely manner
Ensure effective handover of matters outstanding to incoming/remaining care navigators at the end of your working day
Take post to collection point.
Person Specification
Experience
* Experience of using EMIS Web
* Experience of working in a healthcare environment
* Experience and confidence working with computers and use of MS Office.
* Time management and ability to prioritise workload
* Good interpersonal and communication skills
* Experience of working in an administration setting
* Experience of working in a GP Practice
* Ability to follow policy and procedures
* Ability to work autonomously
* Accuracy in recording data
* Ability to deal with difficult and demanding situations
* Ability to work under pressure
Qualifications
* GCSE Grade A to C in English
* GCSE Grade A to C in 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.
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