Care Navigator/Receptionist

We are seeking a highlymotivated and forward-thinking Receptionist to join our innovative,training-focused practice serving 20,000 patients in Wallington.

Experience is desirable, howeverfull training will be provided for the right candidate.

Youll be working within asupportive and friendly team in our modern, purpose-built premises.

Main duties of the job The GP practice receptionist isresponsible for undertaking a wide range of reception duties and providingsupport to the multidisciplinary team. Duties may include, but are not limitedto, greeting and directing patients, effective use of the appointment system,booking appointments, processing of personal information and assisting patientsas required

To act as a central point ofcontact for patients, the distribution of information, messages and enquiriesfor the clinical team, liaising with the multidisciplinary team member andexternal agencies such as secondary care and community service providers.

The successful candidate must be flexible to coveradditional hours as required by the needs of the surgery and be happy to workbetween 7:45 and 18:30 on a rota basis

About us Wallington Family Practicecurrently provides general medical services to a population of approximately20,000 patients. It has 11 GPs, A Team of Pharmacists including PharmacyTechnicians, a Lead Nurse, 5 Practice Nurses, 1 HCA, and an extensive team ofadmin and reception staff.

We are a large proactiveteaching practice located in a purpose built health centre close to Wallingtontown centre. We are part of the Wallington Primary Care Network (PCN) workingcollaboratively with local general practice colleagues for the good of thelocal population.

The main purpose of this role is to provide efficient,courteous and responsive reception, care navigation and administrative supporttothe practice catering to thediverse needs of patients and supporting others where necessary.

Job responsibilities OVERVIEW

WallingtonFamily Practice currently provides general medical services to a population ofapproximately 20,000 patients. It has 11GPs, 1 Pharmacists, a Lead Nurse, 5 Practice Nurses, 1 HCA, and an extensiveteam of admin and reception staff.

Weare a large proactive teaching practice located in a purpose built healthcentre close to Wallington town centre.We are part of the Wallington Primary Care Network (PCN) workingcollaboratively with local general practice colleagues for the good of thelocal population.

Themain purpose of this role is to provide efficient, courteous and responsivereception, care navigation and administrative support to the practice cateringto the diverse needs of patients and supporting others where necessary.

MAINDUTIES AND RESPONSIBILITIES

To make appointments for patientsattending the surgery or on the telephone using the computerized clinicalsystem.

To suitably triage and signpost patientsto other services where applicable including associated services and externalservices including community pharmacy

To ensure patients who do not haveappointments but who need urgent medical attention are responded toappropriately and in line with practice protocols and policies.

To cancel and re-arrange appointments whennecessary.

To support and advise those enquiringabout registration or those who need temporary registration

To respond to any queries and requests forassistance from patients and visitors

To advise patients of relevant charges forprivate services, take payment, record and issue receipts

To appropriately address requests for homevisits in line with practice protocols

To take pathology samples, and respond torequests for x-rays, certificates, etc as needed

To retrieve and file records as requiredensuring they are kept in the correct order and filed correctly and safely

To make and receive calls to patients andother healthcare professionals as required and directed to do so in a courteousand appropriate manner

To divert calls or take messages forothers

To handle enquiries for online access fromexisting and new patients and process accordingly

To ensure the building is opened andclosed correctly in line with internal guidelines and security arrangements

Report any premises issues to the buildinginformation desk or on site caretaker as required

Report any immediate IT, clinical systemor other system issues to the relevant provider using the information provided

To participate in practice meetings andteam meetings

To keep the reception and office workingareas clear and tidy and suitable for other users at all times

To undertake other duties as may from timeto time be asked and consistent with the post and where capacity permits

OTHER INFORMATION

Health & safety:

The post-holder will assist in promoting and maintaining their ownand others health, safety and security as defined in the practice Health &Safety policy and the practice Infection Control policy.

This will include:

Usingpersonal security systems within the workplace according to practiceguidelines

Identifyingthe risks involved in work activities and undertaking such activities in away that manages those risks

Makingeffective use of training to update knowledge and skills

Usingappropriate infection control procedures, maintaining work areas in a tidyand safe way and keeping them free from hazards

Activelyreporting health and safety hazards and infection hazards immediately whenrecognised

Thepractice requires staff to be fully vaccinated in line with current CQCrequirements and it also strongly recommends all patient facing staff are fullyvaccinated for Covid-19.

To work within the clinical computer system and other systems to improve data quality.

Equality and diversity:

To support the equality, diversity and rights of patients, carersand colleagues, to include:

Actingin a way that recognizes the importance of peoples rights, interpretingthem in a way that is consistent with practice procedures and policies,and current legislation.

Respectingthe privacy, dignity, needs and beliefs of patients, carers andcolleagues.

Behavingin a manner that is welcoming to and of the individual, is non-judgmentaland respects their circumstances, feelings priorities and rights.

Toparticipate in any training programme implemented by the practice as part ofthis employment, such training to include:

Tocomplete all necessary mandatory and other training relevant to the roleand as identified and directed.

Participationin an annual individual performance review, including takingresponsibility for maintaining a record of own personal and/orprofessional development.

Takingresponsibility for own development, learning, and performance anddemonstrating skills and activities to others.

Quality:

Alertother team members to issues of quality and risk.

Assessown performance and take accountability for own actions, either directlyor under supervision.

Contributeto the effectiveness of the team by reflecting on own and team activitiesand making suggestions on ways to improve and enhance the teamsperformance.

Workeffectively with individuals in other agencies to meet patients needs.

Effectivelymanage own time, workload and resources.

Confidentiality:

In thecourse of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and othermatters. They do so in confidenceand have the right to expect that staff will respect their privacy and actappropriately.

In theperformance of the duties outlined in this job description, thepost-holder may have access to confidential information relating topatients and their carers, practice staff and other healthcareworkers. They may also have accessto information relating to the practice as a business organisation.All such information from any source is to be regarded as strictlyconfidential.

Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data.

DBS:

The post-holder will berequired complete a satisfactory check from the Disclosure and Barring Serviceconcerning any former criminal convictions.You should note that employment within the practice is not subject tothe Rehabilitation of Offenders Act 1974, and that you are required to declareall criminal convictions, even those which are classed as spent.

Person Specification Qualifications

• GCSE Maths and English at grade C or above or subsequent equivalent

Other

• Flexibility of working hours and able to respond to the needs of the business sometimes at short notice to cover for absent colleagues
• Neat tidy and presentable to the public
• Ability and willingness to undertake training
• Full vaccination or immunity in line with CQC requirements
• The practice strongly recommends all staff to be fully vaccinated for flu and covid-19 to protect themselves, patients and other staff

Experience

• Experience of a front line, customer facing position or a role with suitable transferable skills
• Experience of working to set guidelines, protocols and procedures
• Good team working skills and experience
• Experience of working in the NHS/general practice
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