To assist the Practice Manager and Leadershipteam to oversee the reception/care navigation team as directed.Receive, assist and direct patients in accessing the appropriate serviceor healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the practice teamand project a positive and friendly image to patients and other visitors,either in person or via the telephone
Main duties of the job
a.Tooversee the operational running of the reception and team
b. Ensurethat the team complies to the opening and closing procedures in the practiceaccording to practice policy
c.Ensuremandatory blue stream /external trainingfor the team is up to date and recorded on training spreadsheet
d.Completestaff rotas on a weekly basis ensuring the reception team is adequately staffedat all times.
e.Respondand solve to IT problems within the team
f.Monitortasks ensuring completion of all daily tasks
g.Inthe absence of the Practice Manager to direct major complaints towards the LeadershipTeam and oversee and respond to minor complaints
h.ProduceSEA and record appropriately on GP teamnet
Alert Practice Manager or Leadership Team to anyproblems that could affect the safety of the Practice
a.Directany staff concerns (either about or from) toward the Practice Manager or OfficeSupervisor
b.Competeany relevant training required and keep up to date with policies andprocedures.
c.UpdateReception procedures with approved content from Practice Manager
About us
Darwen Healthlink is a forward thinking, proactive trainingpractice situated within the West Pennine Moors. We are seeking to employ a highly experience motivatedSenior Receptionist/Care Navigator, who has ambition,innovative ideas and would like to become a part of our dedicated team ofadministration staff.
We are a member practice of the Blackburn with Darwen LPCFederation & part of Darwen PCN.
About Us:
Darwen Healthlink is a high QOF achiever and we use Emis WebClinical System, Lexacom, Remote Access and Iplato. Our patient list size iscurrently around 15500, patients and we are located in a modern multipurpose HealthCentre with a variety of Community based healthcare providers within thebuilding such as Treatment Rooms, Dental, Podiatry, MSK, Audiology and have anonsite Community Pharmacy. The Health Centre is located just off Junction 4 ofthe M65 providing easy access to the Motorway networks
Our practice team consists of 4 GP Partners, 2 SalariedGPs, 1 Advanced Nurse Practitioners, 2 Clinical Pharmacist, 1 PharmacyTechnician, 1 Mental Health Practitioner, 6 Practice Nurses, 1 HealthcareAssistant, 2 Phlebotomists and 1 Practice Manager, whoare supported by an effective and professional administrative team who havebeen provided with training on workflow optimisation and care navigation.
Job responsibilities
Ensurean effective and efficient reception service is provided to patients and anyother visitors to the practice.
Dealwith all general queries, explain procedures and make new and follow upappointments
Scanningof patient related documentation and attaching scanned documents to patientshealthcare records.
Accepttest samples from patients and deal with accordingly
Supportall clinical staff with general administrative tasks as requested
Explainpractice arrangements and formal requirements to new patients and those seekingtemporary cover and ensure administrative procedures are completed.
Receiving and maketelephone calls as required. Divertcalls and take messages, ensuring accuracy of detail and prompt appropriatedelivery, including;
Relayof GP advice and test results to patients
Liaisonwith external organisations as required
Inputdata into the patients healthcare records as necessary
Maintaina clean and tidy working area at all times
Maintainadequate stationery stocks within the reception office and consulting rooms
Patient notes andcorrespondence
Retrieveand re-file records as required
ensurecorrespondence, report, results etc are filed or scanned promptly and in thecorrect file
Usee-mail and onward correspondence as required and record and action all incomingfaxes
Processrequests for information I.E SAR and patient online access under the guidanceof the team leader
Completeopening procedures at the start of the day when first to arrive and make allnecessary preparations to receive patients
Completeclosing procedures at the end of the day ensuring all confidential informationis stored away securely and internal lights are off
a.Partakein audit as directed by the audit lead
b.Supportadministrative and prescribing staff, providing cover during staff absences
c.Tosupport QOF administration team with contacting and inviting relevant patientsto the surgery for reviews and procedures
Person Specification
Qualifications
* Educated to GCSE level or equivalent
* GCSE Mathematics & English (C or above)
* E
* NVQ Level 2 in Health and Social Care
Experience
* Experience of working with the general public
* Experience of administrative duties
* Excellent communication skills (written and oral)
* Clear, polite telephone manner
* Effective time management (Planning & Organising)
* Ability to work as a team member and autonomously
* Good interpersonal skills
* Problem solving & analytical skills
* Ability to follow policy and procedure
* Polite and confident
* Flexible and cooperative
* Motivated
* Forward thinker
* High levels of integrity and loyalty
* Sensitive and empathetic in distressing situations
* Ability to work under pressure
* Flexibility to work outside of core office hours
* Experience of working in a health care setting as a Medical Receptionist/Care Navigator in a GP Practice
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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