Care Navigator/Receptionist

NHS Jobs; Greater London; Sur place; GBP 21 000 - 26 000; Plein temps

Résumé du poste

Clerkenwell Medical Practice in London is seeking an enthusiastic receptionist to support front-desk and admin tasks. You will greet patients, manage calls, book appointments and assist with practice protocols to ensure smooth patient flow.

The role requires attention to detail, strong IT skills in Word, Excel and Outlook, and the ability to work under pressure. NHS experience and EMIS/Docman10 familiarity are desirable but not essential.

Qualifications

• Attention to detail is essential.
• Excellent communication and interpersonal skills.
• Strong IT skills including Word, Excel and Outlook.
• Ability to work in a busy, pressured environment.
• Familiarity with GP/NHS processes preferred.
• EMIS or Docman10 experience desirable.

Responsabilités

• Greet patients at the reception and manage queries.
• Book appointments and manage recalls.
• Answer and direct phone calls and messages.
• Process emails/eConsults and distribute to the team.
• Maintain reception supplies and assist clerical tasks.
• Ensure confidentiality and data handling per policy.

Connaissances

Attention to detail

Excellent communication

Interpersonal skills

MS Word

MS Excel

Outlook

Team player

Adaptable

GP/NHS experience desirable

EMIS experience

Docman10 experience

Data entry

Outils

EMIS

Docman10

Description du poste

Reception Duties

Book appointments in accordance with the practice protocols and take onboard feedback to assist with effective patient management for the best use of Clerkenwell Medical Practice patient-facing capacity.

Receive and make phone calls as required and ensure all queries are dealt with as they arise.

Dealing with patient queries and other contacts in order to safely minimise the clinical workload wherever possible Work the reception desk, greeting patients, maintaining the waiting area, and ensuring the desk is well stocked at all times.

Management of prescriptions, documents and letters that arrive at the reception desk.

Keep the reception desk well stocked and provide consumables for clinical rooms regularly to ensure they are stocked as well as on request.

Deal with samples received from patients and provide accurate specimen receptacles for patients asked to provide samples.

Supports the practice recall system with accuracy to help us meet our clinical performance targets.

Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.

Administrative Duties

Work to practice processes, protocols and procedures and according to practice policy all of which will change from time to time.

Process and distribute all emails and eConsults and ensure they are directed to the correct member of the practice team.

Completing all requests received from the practice team to support clinicians in their admin duties.

Completing referrals, chasing hospital appointments, test results, and patient‑related information and documentation.

Generating letters, sick notes and other documentation for patients at the request of clinicians.

Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.

Filing Summarising and coding Docman filing Recalls including cervical cytology, childhood immunisations and any other central database generated services/requirements Checking for outstanding work and making sure no tasks are overlooked or requests/documents are left unprocessed when practice team members are absent Open and distribute the post.

Taking responsibility for all outgoing post to be sent in a timely manner bearing the correct postage in order to avoid all unnecessary delays in post leaving the practice Work under pressure with minimal supervision, safely use initiative with the ability to prioritise and also recognise when to ask for information or help Load and unload the dishwasher Buy supplies eg milk for tea and coffee when necessary Maintaining training and skills in order to facilitate the role. Maintain total confidentiality at all times All other responsibilities and tasks not listed here that relate to this post and the smooth running of the practice and/or contribute to role and/or service development at work.

Requirements

Attention to detail.

Excellent communication and interpersonal skills.

Strong IT skills including Microsoft Word, Excel and Outlook.

Ability to work in a busy and pressured environment, whilst staying organised and prioritising a varied workload.

Ability to follow procedures, processes, protocols, and instructions as per CQC requirements.

Be enthusiastic and a team player.

Be flexible and adaptable.

Previous GP or NHS experience desirable but not essential.

Previous EMIS and Docman10 experience desirable but not essential If not, familiarity with registering patients, e-referrals, repeat prescriptions, coding, and data entry.

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 and safety

The post holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice health and safety policy, to include: Using 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 recognises the importance of peoples 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.

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.

Contribution to the implementation of services

The post holder will: Apply practice policies, standards and guidance Discuss with other members of the team how policies, standards and guidelines affect their and others work Participate in audit where appropriate Undertake all duties not listed that relate to this post and the smooth running and development of the practice.