JOB TITLE: CARE NAVGATOR/RECEPTIONIST
REPORTS TO: RECEPTION MANAGER
HOURS: Up to 32 hours per week negotiable
Job Summary:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide 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
It would be helpful if some extra hours could be worked during times of holiday or sickness.
Job Responsibilities:
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
- Assist patients with using the online Total Triage system
- Assist with prescription collections including taking payments
- Deal with all general enquiries, explain procedures and make follow-up appointments.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits onto the visit screen, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
- Enter requests for a district nurse on the district nurse screen, ensuring careful recording of all relevant details.
- Action repeat prescription requests. File the prepared packs alphabetically for collection by the patient.
- Pass any requests for acute medication to a duty doctor for authorisation.
- Advice patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Enter patient information on to the computer as required.
- Ensure the kitchen is kept clean and tidy and tidy the waiting room in turn with other staff.
- Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
- When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
- Undertake any other additional duties appropriate to the post and ability as requested by the Partners or the Practice Manager.
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:
- 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
- Reporting potential risks identified
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 people’s 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.
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 team’s 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
- Recognize people’s 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
Job Types: Part-time, Permanent
Pay: From £13.20 per hour
Benefits:
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
