Care Navigator - Reception

Job summary

PLEASE NOTE - THIS IS A NON CLINICAL ROLE

Interested applicants should apply by submitting their CV and a letter detailing their suitability for the role to [email protected].

We are seeking a receptionist to work alongside our existing 8 receptionists to play an important role in complementing and enhancing the Rise Park Surgery team.

We completed an extension of our building in 2023 and we are looking for a like minded team members to help us care for our patients. Successful applicants will be working in a new office space which has been constructed and modified to our requirements.

Hours of work are 21h-26h per week (tbc) Monday-Friday with the occasional Saturday morning (approx. 2-4 per year).

Main duties of the job

Our reception team help patients find the quickest and most appropriate clinician to care for them or service to help them; either over the phone, online or in person. No two patient interactions are the same and if you are the type of person that loves helping people and variety then this is the job for you! You'll also provide general assistance to the practice team and in particular the admin team and project a positive and friendly image to patients and others visitors.

About us

Rise Park Surgery is a vibrant, team orientated Nottingham city General Practice serving 9600 patients. We have a great work ethic; caring for our patients, our community and the team around us is paramount to all that we do.

We have 3 GP partners, 5 salaried GP's, 3 resident doctors, 1 x ACP, 2 x nurses, 2 x HCA's and an efficient and supportive administration team.

We are a GP training practice and we have a CQC 'Good' rating. We use 'systmone' (training is available if you haven't used it before) and we are a leading practice within the Bulwell and Top Valley PCN.

Job responsibilities

The Care Navigator Reception:-

Receives, assists and directs patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provides 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

Provides essential administrative and patient-facing support to GPs, Managers, and Health Professionals. Responsibilities include managing correspondence, processing referrals, maintaining patient records, handling appointment requests, and contributing to the efficient operation of the practice.

CORE RESPONSIBILITIES

Administration

To have a thorough knowledge of all practice procedures

To work in accordance with written protocols

Appointments

Process appointment requests for today and future appointments from patients by telephone, online and in person

Deal with visits requests

Reception

• Receiving patients consulting with members of practice team
• Be able to cover all reception positions as necessary
• Answering the telephone and conveying messages
• Receiving samples from patients and processing in accordance with protocols
• Accepting requests for repeat prescriptions including repeat dispensing, checking the prescription line voicemail for repeat prescription requests
• Maintaining a log of telephone messages

Computer

• Registrations of new patients
• Process patients change of address
• Process repeat prescription request in accordance with practice guidelines
• Issue online passwords and familiarise with practice website and NHS app

Telephone

Have working knowledge of telephone system and procedures for during and out of hours

Team Support & Practice Operations

• Provide absence cover for admin and reception colleagues
• Support practice-wide service delivery and shared learning
• Support enhanced services and contractual requirements

External Liaison

Liaise with external agencies including community teams, coroners, funeral directors, medical examiners and registration offices

Work with Care Coordinators to support population health and IIF

Other Tasks

• Clear rooms after surgeries
• Ensure building security have thorough knowledge of doors/windows/alarm
• Charging patients the appropriate amount for private work
• Acting as a chaperone when required
• Cancelling and rescheduling of appointments when required
• Any other tasks allocated by managers

Governance & Professional Standards

• Maintain confidentiality of all patient and practice information
• Follow Health & Safety procedures including infection control
• Support equality, diversity and patient rights
• Participate in audits, quality improvement and training
• Communicate effectively with colleagues, patients and external partners

Personal Development

• Participate in mandatory training and role-specific development
• Engage in appraisal and meet development objectives
• Maintain and update personal skills and knowledge

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 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 peoples rights, interpreting them in a way that is consistent with the 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.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

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:

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 teams 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
• Recognise peoples 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

Person specification

Skills and Abilities

Essential

• Excellent keyboard and IT skills
• Excellent communication skills
• Accurate data entry and attention to detail
• Confident use of MS Office and digital systems
• Ability to work under pressure
• Strong organisation, time management and the ability to prioritise
• Able to work as part of a team
• Professional handling of sensitive situations

Desirable

• A computer or typing qualification

Knowledge

Essential

• Knowledge of NHS or GP Practice operations

Desirable

• Understanding of read coding

Qualifications

Essential

• Good standard of general education in Maths and English
• Evidence of continuous professional development
• Excellent written and spoken English

Desirable

• 5 GCSEs (A-C or 9-4) or equivalent to include Maths and English
• NVQ Level 2 in Customer Service, Administration or equivalent
• Training in medical terminology (or willing to undertake)
• Safeguarding, confidentiality and data protection training (or willing to undertake)

Experience

Essential

• Experience of dealing with the general public
• Admin experience in a busy environment
• Experience in handling confidential information
• Experience of meeting deadlines and managing priorities
• Experience in typing letters, reports and documents

Desirable

• Previous experience of working in a public sector environment
• Medical reception/administration/secretary experience
• Experience using clinical systems (SystmOne/EMIS)

Personal Qualities

Essential

• Professional, courteous and patient focused
• Reliable, punctual and committed
• Flexible and adaptable
• Proactive with good problem-solving skills
• Committed to improvement and learning

Other

Essential

• Willingness to undertake mandatory training
• Ability to provide cross-cover when required
• Ability to always maintain confidentiality
• Able to cover illness and holidays