Senior Medical Receptionist Care Navigator

Job summary

An exciting opportunity has arisen for an experienced and motivated primary care professional to join our friendly and supportive practice.

This varied role combines patient-facing reception and care navigation with scanning, coding and administrative duties. You will be one of the 1st points of contact for our patients, providing a professional, welcoming and helpful service; ensuring patients are directed to the most appropriate service or healthcare professional.

We are looking for someone who has the skills and enthusiasm to take on a senior role within our existing team, with the potential to progress into a formal Team Leader position.

The successful candidate will work within the reception and care navigation team. They will have a forward-thinking approach, be confident taking responsibility and able to provide guidance and support to colleagues when needed, working closely with the management team.

The role will include:

• Reception, appointment booking and care navigation
• Scanning, coding and processing clinical correspondence
• Administrative duties
• Supporting colleagues
• Organising and prioritising team workloads

• Identifying opportunities to improve processes and patient experience
• Working closely with the management team

Previous primary care experience, excellent communication skills, strong IT skills and the ability to prioritise and multitask in a busy environment are essential.

Main duties of the job

Reception Duties

Provide an effective and efficient reception service to patients and visitors at the practice.

Open the premises at the start of the day, ensuring all necessary checks and preparations are completed to receive patients. Secure the building at the end of the day, ensuring all areas are fully secured.

Handle general enquiries and process appointment requests from patients via phone, online, or in person, updating the EMIS clinical system accordingly.

Process repeat prescription requests.

Receive and distribute both internal and external mail and documentation.

Ensure accurate and timely logging of messages for clinicians regarding emergency appointment requests and home visits.

Coordinate with third-party agencies to arrange patient care as directed by GP's.

Maintain and accurately enter data into the practices computer system and patients' electronic records, which may include scanning and coding clinical information in line with practice protocols.

About us

Albany House is a welcoming and supportive practice located in a beautiful Grade II listed building in the heart of Worcester. We provide care to a diverse patient population of over 7,000 individuals.

Our open and friendly work environment encourages professional development. We hold regular meetings for all our staff to share ideas, best practices, and support one another. A good sense of humour is essential!

Our team includes 3 partners, 3 salaried doctors, an ANP, a fantastic nursing team (comprising of 2 practice nurses and 2 HCAs), as well as a skilled managerial team and support staff.

Job responsibilities

Reception and Administrative Duties:

Leadership:

• Ensure the delivery of high-quality patient services within a safe and efficient work environment by providing effective support to clinicians and staff.
• Maintain a calm and professional reception area, addressing disruptive behaviours politely and safely, and escalating to management when necessary.Stay informed of any updates or changes in practice guidance and team procedures.
• Assist in training new reception team members.

Front Desk:

• Be the first point of contact for patients, projecting a positive and friendly image to patients and visitors.
• Assist with any queries, whether in person, over the phone, or online.
• Handle patient enquiries efficiently and courteously.
• Manage the flow of patients arriving at the reception for appointments or inquiries.
• Process payments and issue receipts for non-NHS services.
• Ensure the reception area, noticeboards, and leaflet dispensers are clean, tidy, and free from obstructions.

Registrations and Appointments:

• Register new patients and schedule appointments.
• Assist with care navigation, helping patients find the most appropriate clinician or service, both within and outside the practice. (Training will be provided.)
• Monitor incoming E-Consult messages, scheduling appropriate appointments or directing them to appropriate member of staff.
• Accurately record and assess requests for emergency appointments / home visits based on urgency, following practice protocols.
• Once trained, act as a chaperone for patients during GP appointments when requested.
• Arrange interpreting services for patients as needed.

Communication:

• Answer incoming phone calls promptly and professionally, ensuring calls are documented and acted upon or redirected as appropriate.
• Coordinate with GPs, Nurses, and the clinical team to relay information, follow up on documentation, results, and appointments.
• Monitor the reception email account, actioning requests and escalating urgent matters to them to appropriate member of staff when necessary.
• Liaise with GP's and clinicians to forward concerns, follow up on samples, letters, prescriptions, and other paperwork.

Prescriptions and Certificates:

• Assist with processing prescriptions and addressing patient queries related to prescriptions.
• Handle Cremation Forms and Death Certificates, notifying relevant departments and accurately documenting details of the passing.

Data Handling:

• Timely action EMIS tasks and DOCMAN workflow.
• Update and maintain patient records through accurate data entry.
• Manage incoming correspondence via post and electronically.

Miscellaneous:

• Safely accept and record vaccine/medication deliveries, ensuring correct storage and informing relevant departments.
• Open and lock practice premises as needed, ensuring security protocols are followed.

General Duties:

• Collaborate professionally with colleagues at Albany House Surgery, fostering strong working relationships.
• Contribute to the development of services, including improving processes, templates, and principles.
• Participate in any required statutory, mandatory, or additional training and development programs.

Person specification

Other Qualities

Essential

• Smart, polite and confident
• Excellent Planning and organising skills
• Able to perform under pressure
• Work on own initiative & Self motivated
• Team player
• Flexible
• Fully understands the importance of Confidentiality and Information Governance

Desirable

• Experience of working in Primary care

Knowledge

Essential

• Basic IT skills
• Good interpersonal and communication skills

Desirable

• Knowledge of the EMIS Patient and Clinical System
• Knowledge of Docman system
• Knowledge of Microsoft office (email/word/excel)

Experience

Essential

• Experience of working with the general public
• Experience of reception work

Desirable

• Experience of working within Primary Care / General Practice

Skills

Essential

• Experience of working in healthcare
• Strong communication skills (both written and verbal)
• Proficient IT skills, particularly in data entry
• Clear and polite telephone etiquette
• Effective time management and ability to meet deadlines
• Strong problem-solving abilities
• Excellent interpersonal skills

Desirable

• Knowledge of EMIS system - how to book appointments, how to run searches.
• Knowledge of Accurx messaging system
• HR skills - managing a team.