Full job description

Job summary

An exciting opportunity has arisen for a Care Navigator to join our friendly and supportive GP Surgery in Worcester.

You will have strong communications skills, attention to detail, a can-do attitude and will be able to deal with both patients and surgery staff face to face and over the telephone in a professional manner.

We are looking for a candidate who will provide an excellent service to our patients as well as being a committed Team Player.

The surgery is open from 08:00-18:30 Monday to Friday, and our dedicated Team provide shared cover during this time.

NHS or GP Practice experience is desirable but not essential as full training will be given.

Please note:

Respectfully, we do not accept applications or enquiries from agencies. The Practice reserves the right to amend the closing date of this vacancy once sufficient applications have been received. Unfortunately, due to the high volume of applications we are only able to respond to those successful in being invited for interview.

Main duties of the job

The post holder will deliver an efficient and effective reception and administration service to patients, whilst projecting a positive and friendly image and operating within the guidelines of practice policies and protocols. Be the point of contact between patients and clinicians and to help in the smooth running of the Surgery, whilst maintaining a confidential environment at all times.

The job responsibilities detailed within the Job Description form the basis of all non-clinical roles, whether they are patient facing or non-patient facing. All staff should be prepared to undertake a variety of tasks, as required by the business, which may be subject to change from time to time. Each department will have their own priorities on a day to day basis.

About us

We recognise the increasing pressures faced by GPs and practice staff and are constantly striving to ensure that our staff members have a good work-life balance to create an enjoyable and sustainable working environment. In expanding our clinical and support teams, we hope to begin the journey towards lengthening consultation times to support an increasingly complex workload.

Our team currently comprises:

6 Partners, 8 Salaried GPs and a University term time Triage GP

An experienced and strong Nursing Team

Clinical Pharmacist

2 Advanced Nurse Practitioners

Experienced Practice Management, supported Line Managers, Administrative and Reception Staff.

Our branch Surgery in Kempsey compromises of an excellent Team of Dispensers and Reception Staff.

Job description

Job responsibilities

The job responsibilities detailed within this Job Description form the basis of all non-clinical roles, whether they are patient facing or non-patient facing. All staff should be prepared to undertake a variety of tasks, as required by the business, which may be subject to change from time to time. Each department will have their own priorities on a day to day basis.

Reception:

• Provide the first point of contact for patients and visitors to the practice in a professional manner.
• Handle requests for appointments in line with practice protocol to ensure the efficient running of the practice appointment system.
• Handle home visit requests in line with practice protocol.
• Handle patient queries and enquiries efficiently, both face to face and on the telephone
• Record and communicate messages for other members of the Practice Team and other agencies accurately and without delay.
• To be the main contact point for non-clinical medication related queries from pharmacies, nursing homes, and other health care professionals, to improve the accuracy of patient medication records.
• To deal with and process requests for repeat prescriptions in an accurate and efficient manner.
• Respond to requests for test results from patients and give results where authorise, whilst strictly adhering to guidelines on patient confidentiality.
• Maintain accurate computerised patient records, register new patients on to clinical system, amend registration details and input clinical data in line with practice protocol.
• Deal with all appropriate tasks and items in generated throughout various computerised platforms such as EMIS WEB, Klinik Online Traiage and NHSMail.
• Maintain manual patient records in line with Practice Protocol.
• To develop own role and skills in Care Navigation using available training and support. To actively listen, signpost people to sources of help, advocacy and support, and to help people play an active role in managing their own health.
• Be responsible for the preparation of premises for surgery, ensuring that all consulting rooms and public areas are tidied before and after each surgery session, stocking up items where necessary, in order to provide welcoming environment for patients, visitors and practice team.
• To maintain a clean environment in the surgery at all times, clearing up any mess which occurs during working hours.
• Register new patients as required and be able to explain practice arrangements. Be aware of arrangements for temporary/emergency/Out of Area and Special Allocation patients.
• Liaise with third party practitioners such as District Nurses and Ambulance Services
• Be aware and advise patients of charges for non-GMS services. Collect and administer payments for private services accordingly.
• To undertake on a fair share basis cover for Extended Access opening and additional clinics such as Flu Clinics which fall outside of core GMS contracted hours, as well as cover for colleagues planned and unplanned leave.
• To undertake all necessary training as required by the business.
• In accordance with instruction, carry out any relative duties which may be requested by the Partners, Clinicians, Practice Nurses or Practice Manager and which may be properly deemed to be part of the role of a Receptionist in general practice.
• Remain calm and prioritise tasks whilst working in a busy environment, frequently dealing with competing demands from both patients and members of the practice and attached team.
• Maintain a professional attitude in all communication with patients and members of the practice team.

All members of the staff have to be flexible and willing and able to do each others jobs. Staff must be able to offer cover for absent colleagues where necessary. All staff should be prepared to carry out any reasonable request made by a partner, doctor or the Practice management. All staff are expected to be punctual and arrive at work in enough time so that they are ready to commence their role by their contracted start time.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths (or equivalent)

Experience

Essential

• Experience of working with people in a customer or client facing service.

Desirable

• Experience of working within a healthcare, NHS or General Practice environment.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions