We are looking for a friendly and dynamic care navigator to provide outstanding service to our 14,000 patients. A good sense of humour is essential as is the ability to treat patients as individuals and appreciate differences.
Main duties of the job
To work as part of our busy reception/admin team, contributing to the efficient running of the practice and providing outstanding customer care at all times. To provide a comprehensive reception service, face to face and on the telephone and support the administration activities.
** If successful applicants are registered as patients at Merchiston surgery, due to confidentiality, they will be asked to register with another local GP surgery**
About us
Merchiston Surgery provides healthcare for approx. 14,000 patients and is rated excellent by training clinicians.
We are a friendly, supportive and hardworking team; reflected by our shared values of caring for each other and our patients. We are committed to providing the highest quality of care for our patients and ensuring that our staff feel valued and motivated. There is a strong team ethos across the practice and we have a friendly and relaxed working environment.
We work closely with Hawthorn Medical Centre under the newly established Hawthorn & Merchiston PCN. A family feel approach to supporting our teams & patients is at the heart of our culture.
Job responsibilities
Duties:
Signpost patients to the most appropriate clinician or service and book patient appointments in line with local protocols.
Deal with general face to face and telephone enquiries related to patients' care from patients, their carers and external healthcare providers.
Complete all associated administration accurately, in a timely manner and in line with local protocols.
Maintain high standards of communication and professionalism, recognising the need for alternative methods of communication.
Ensure all complaints, comments and suggestions are dealt with in accordance with local policies and procedures.
Demonstrate a flexible and adaptable attitude in managing workload and seeking support from senior staff when required.
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. 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.
* 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, to include:
* Identifying the risksinvolved in work activities and undertaking such activities in a way thatmanages those risks.
* Making effective use oftraining to update knowledge and skills..
* Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
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 recognizes the importance of peoples 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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the Practice as part of this employment, 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 teams 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.
* Recognise peoples 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
Qualifications
* GCSE grade A to C in English and Maths
Experience
* Experience of working within a customer facing environment
* Experience of working in a GP practice
* Experience of using SystmOne
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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