Care Navigator / Receptionist

Busy general practice environment providing care navigation for patient requests to the most appropriate service. First point of contact for patients via triage, telephone and reception desk providing signposting, general assistance, and administration duties on behalf of the patient and practice. Manor Road is a SystmOne practice with 14000 patients, 8 partners and 38 staff.

Job summary

Project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Work as part of the Care navigation / reception team helping each other to perform duties in a timely manner.

Job responsibilities

Reports to: Receptionist Manager and Practice Manager

Administration

• To have a thorough knowledge of all practice procedures
• To work in accordance of written protocols
• Perform administration duties, including recalls and scanning
• Registrations of new patients computer data entry and medical records
• Process patients change of address computer data and medical records (have knowledge of practice area)

Reception

• Receiving patients consulting with members of practice team
• Be able to cover all reception positions as necessary

Care Navigation

• Process appointment requests for today and future appointments from patients by triage, telephone and in person
• Care Navigate patients to other allied health professionals and services available
• Home visit requests

Telephone

• Contacting patients for clinics, passing information from GPs and other health care professionals

Other tasks

• Ensure building security have thorough knowledge of doors/windows/alarm
• Any other tasks allocated by managers

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 and Safety

The post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health and safety policy, the practice health and safety manual and the practice infection control policy and published procedures. This will include:

• Using personal security systems within the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Actively reporting a health and safety hazard and infection hazards immediately when recognised
• Keeping own work areas and general/patient areas clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role
• Undertaking periodic infection control training (minimum annually)

Equality and Diversity

• Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedure 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-judgemental and respects their circumstances, feelings, priorities and rights

Personal and professional development

• 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

• 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 team's performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication

• 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

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Work well within a team environment
• Participate in audit where appropriate

About us

We are an 8 partner GP Surgery working from one central town location with staff parking. We have a staff of 38 and promote team working within all departments to ensure a positive working environment and ensuring excellent patient care is achieved.

The role is working 5 days a week, Monday 8am to 4.30 pm, Tuesday 10am to 6.30 pm, Wednesday 9am to 5.30 pm, Thursday 10 am to 6.30 pm and Friday 10am to 6.30 pm.

Person Specification Qualifications

• GCSE level 4 or equivalent in Maths and English