Kirkgate Surgery is excited to recruit a caring and motivated care navigator/GP receptionist to join our supportive clinical team for 16-20 hours/week. We are seeking someone who enjoys working in a patient-facing role, has excellent communication and organisational skills, and is committed to providing high-quality, patient-centered care. This is a great opportunity for a receptionist who has prior NHS experience and thrives in a supportive and well-organised team.
Please note that we regret that we cannot accept applicants that require visa sponsorship.
Main duties of the job
The successful candidate will work within a high functioning reception team who have teamwork and positivity at the heart of everything they do. The reception team work closely with the clinical team where we provide support symbiotically. They will play an important role in the day-to-day management of patient contact directing them to the appropriate service, and supporting the smooth and efficient running of the practice. They will assist with the NHS app promotion helping patients navigate the new online demands of modern general practice. This role is ideal for an experienced NHS care navigator who would like to learn or develop skills such as coding, task processing, liaising with external agencies or for a NHS receptionist who wants to learn new skills with the variety general practice offers.
About us
Kirkgate Surgery is a thriving, friendly, patient-focused GP practice with a growing list size of around 3,600 patients. We are a two-partner practice and currently employ 12 members of staff. Our admin team consists of 4 receptionists, a secretary, finance assistant and GP assistant. Our admin team are second to none and very welcoming.
We take pride in being a practice that offers a positive, supportive, and rewarding place to work for our entire team. We are committed to learning, development, and fostering an environment where everyone is encouraged to share ideas and grow professionally. We work hard to promote a healthy work-life balance for all our staff. As a training practice, we are proud to support FY2 doctors and medical students as part of their educational journey.
We meet weekly as a reception team to work collaboratively across roles. We are also proactive about change and innovation where it improves patient care and staff experience. If you enjoy being part of a team that listens, adapts, values your input and supports you to achieve a good work-life balance Kirkgate is a great fit.
Job responsibilities
RESPONSIBLE TO: Operations Manager
ACCOUNTABLE TO: GP Partnership
Job summary
* To provide comprehensive administrative support for the general practice and to act as focal point for patients and staff.
* To receive and assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
* Offer 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.
* Facilitate effective communication between patients and members of the healthcare community.
* Handle patient complaints in accordance with practice protocols.
* Provide efficient and accurate support to the clinicians & patients.
Main duties
1. To respond to all queries and requests for assistance from patients and visitors at reception ensuring at all times that enquiries from patients are efficiently and courteously handled.
2. Ensure that telephones are answered promptly and politely at all times, accurate messages taken and calls passed to the appropriate person as necessary, supplying information as required in a timely fashion.
3. Ensure that scanning, filing, record keeping and distribution of documents are undertaken efficiently and promptly.
4. Ensure that the waiting area and leaflet stands are at all times kept tidy and leaflets are re-stocked or removed as required and to check and put away deliveries of stock as required.
5. Use the surgery computer system for appointments, patient data, repeat prescriptions and other patient related tasks.
6. Greet patients and log arrival on the computer/show patients how to use the automated booking in service.
7. Collect any necessary information from the patient for their consultation, deal with any enquiries and provide any information the patient may need.
8. Send out recall letters or electronic invitations for chronic disease quality marker clinics in line with requirements of the GP Contract.
9. Record requests for house calls, ensuring accurate details are taken and print off visit summary.
10. Prepare mail for posting on a daily basis and deal with incoming mail as required, including date stamping.
11. File all correspondence in appropriate files on a daily basis.
12. Prepare acute/repeat prescriptions for GP signature, ensuring at all times the correct name, address and date of birth of the patient.
13. Assist with new patient registrations together with inputting their necessary data onto computer and making up new files/amalgamating and process amendments to patient records.
14. Book interpreters as and when required for patients and advise whether or not request has been completed.
15. Ensure the prompt return of patient files on a weekly basis, ensuring that a printed summary/scanned images are included before returning.
16. Advise patients of relevant charges for private services, accept payment and issue receipts if necessary.
17. Photocopy information when required, ensuring photocopying is kept up to date at all times.
18. Cover duties of absent members of staff as and when required including cover during tea/lunch breaks at reception as and when required.
19. Send out DNA letters to patients.
20. Act as chaperone when requested and print off smear forms for the patient/check patient specific directives (PSD).
21. Attend staff meetings as required and participate fully in annual staff appraisal.
22. Any other clerical/reception duties as deemed appropriate and requested by line managers.
23. Be flexible in the workplace in terms of hours worked as and when the need arises.
24. Operate start and end of day procedures in line with practice policy and ensure premises are prepared for staff to receive patients and also secured after use.
25. Provide an efficient audio/copy typing service for GPs and health professionals as required. This includes the typing of letters, reports, patient referrals and liaising with organisations relating to patient matters in an accurate and quality manner.
26. Help and direct patients to see the most appropriate person/department for their request.
This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid or inflexible but should be regarded as providing guidelines within which the individual works. Other duties, of a similar nature and appropriate to the job grade, may be assigned from time to time.
Person Specification
Experience
* Excellent communication skills, both verbal and written.
* Experience working in a customer service role.
* Experience using Microsoft Office skills, Outlook, Word and Excel.
* Experience of working well within a team.
* Previous NHS experience.
* Experience of working with confidential material.
* Experience of managing and prioritising own workload and working to deadlines.
* Experience of dealing with non-routine and complex problems.
* Knowledge of medical terminology.
* Understanding of Information Governance and Confidentiality.
* Knowledge or experience of working with standard office equipment e.g. scanners, copiers, printers, and telephones.
* An understanding of a General Practice Reception environment.
* Ability to work without direct supervision.
Qualifications
* GCSE grade A to C (4-9) in English and Maths or equivalent.
* Care navigator training.
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.
£12.71 to £12.98 per hour, dependent on experience.
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