This post is for 25 hours per week. Prior experience is essential — please see the Person Specification below.
JOB SUMMARY
To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required.
To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
This is a part-time position of 25 hours per week. The successful candidate will bring demonstrable prior experience in a relevant role (see Person Specification).
PERSON SPECIFICATION
Essential (E) / Desirable (D)
QUALIFICATIONS
- Educated to GCSE level or equivalent (E)
- GCSE Mathematics & English (C or above) (D)
- AMSPAR Receptionist Qualification (D)
- NVQ Level 2 in Health and Social Care (D)
EXPERIENCE — prior experience is essential for this post
- Experience of working with the general public (E)
- Experience of administrative duties (E)
- NHS / Primary Care General Practice experience (E)
SKILLS
- Excellent communication skills (written and oral) (E)
- Strong IT skills (E)
- Clear, polite telephone manner (E)
- Competent in the use of Office and Outlook (E)
- SystmOne user skills (E)
- Effective time management (Planning & Organising) (E)
- Ability to work as a team member and autonomously (E)
- Good interpersonal skills (E)
- Proven problem solving & analytical skills (E)
- Ability to follow policy and procedure (E)
PERSONAL QUALITIES
- Polite and confident (E)
- Flexible and cooperative (E)
- Excellent interpersonal skills (E)
- Motivated and proactive (E)
- Ability to use initiative and judgement (E)
- Forward thinker with a solutions focused approach (E)
- High levels of integrity and loyalty (E)
- Sensitive and empathetic in distressing situations (E)
- Ability to work under pressure (E)
- Confident and resilient (E)
OTHER REQUIREMENTS
- Flexibility to work outside of core office hours (E)
- Disclosure Barring Service (DBS) check (E)
- Maintains confidentiality at all times (E)
PRIMARY RESPONSIBILITIES
The following are the core responsibilities of the Care Navigator. There may be on occasion a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels. Hours of work for this post are 25 per week, with flexibility required across the practice rota.
The Care Navigator is responsible for:
- Being the first port of call for our patients, helping to direct them to appropriate services or healthcare professional in a courteous, efficient and effective way
- Welcoming patients and visitors to the practice, directing requests appropriately
- Maintaining and monitoring the practice appointment system
- Processing personal, telephone and e-requests for appointments
- Answering incoming phone calls, transferring calls or dealing with the caller's request appropriately
- Signposting patients to the correct service using the relevant templates
- Dealing appropriately with visit requests and emergency calls
- Initiating contact with and responding to requests from patients, team members and external agencies
- Liaising with external agencies such as hospitals and community services
- Inputting data into the patient's healthcare records as necessary
- Read coding data on SystmOne
- Scanning of patient-related documentation and attaching scanned documents to patient's healthcare records
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
- Actioning and reviewing tasks
- Processing incoming and outgoing mail
- Actioning all incoming emails and mail in a timely manner
- Acceptance of all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
- Data entry of new and temporary registrations and relevant patient information as required
- Processing repeat prescriptions in accordance with practice guidelines
- Opening up/locking-up of practice premises and maintaining security in accordance with Practice protocols
- Completing opening and closing procedures in accordance with the rota
- Directing requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
- Managing all reception queries internally and externally as necessary in an effective manner
- Supporting all clinical staff with general reception tasks as required
- Actioning elements of QOF, liaising with managers, GPs, nursing staff and administrators
- Clearing and re-stocking consulting rooms as required
- Carrying out system searches as requested
- Monitoring and maintaining the reception area and notice boards
- Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
- Ensuring compliance with CQC regulations and standards
- Promoting the use of the Friends and Family Test
- Actively encouraging and promoting the use of patient online services
- Maintaining a clean, tidy, effective working area at all times
- Having a thorough knowledge of all practice procedures
- Attending meetings and undertaking further training as required. Such meetings and training may be outside the normal working hours of the post holder
- Working as a flexible member of the team to ensure the smooth running of the practice. This may include working overtime to cover absent colleagues or taking on other duties as appropriate
SECONDARY RESPONSIBILITIES
In addition to the primary responsibilities, the Care Navigator may be requested to:
- Partake in audit as directed by the audit lead
- Support administrative staff, providing cover during staff absences
- Support the Medications Team in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
- Monitor stationery supplies, informing the Reception Manager when stock levels are low
- Support continuous improvement, making suggestions for CI initiatives
- Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of clerical support to clinical staff and other members of the practice team
GENERIC RESPONSIBILITIES
All staff at Long Lane Surgery have a duty to conform to the following:
Equality, Diversity & Inclusion (ED&I) A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF) This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (Workplace) Regulations 1999 and other statutory legislation.
Safeguarding All staff have a duty to safeguard and promote the welfare of children and vulnerable adults in accordance with legislation and local policies. This includes being aware of the signs of abuse or neglect, understanding reporting procedures, and ensuring concerns are raised appropriately.
Staff must complete safeguarding training relevant to their role and remain up to date with any changes in safeguarding guidance. Any concerns should be reported immediately to the designated safeguarding lead within the practice.
Maintaining a culture of vigilance is essential to ensure the safety and well-being of all patients and staff.
Confidentiality This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI) To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction Training On arrival at the practice, all personnel are to complete a practice induction programme; this is managed by the Assistant Practice Manager.
Learning and Development The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately enable them to improve processes and service delivery.
Collaborative Working All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Service Delivery Staff at Long Lane Surgery must adhere to the information contained within practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
Security The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone, and are to ensure that restricted areas remain effectively secured.
Professional Conduct At Long Lane Surgery, staff are required to dress appropriately for their role. Staff may be provided with a uniform in accordance with their role.
Leave All personnel are entitled to take leave. Line managers are to ensure all of their staff are afforded the opportunity to take a minimum of 25 days leave each year (pro-rata for part-time staff) and should be encouraged to take all of their leave entitlement.
Job Type: Full-time
Pay: From £12.71 per hour
Benefits:
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- On-site parking
Application question(s):
- Have you previously worked in General Practice before?
- Do you have knowledge of GP clinical systems?
Work Location: In person
