Medical Receptionist/Care Navigator

Darwen Healthlink; Darwen; On-site; GBP 11,000 - 15,000; Part time

Job summary

Darwen Healthlink is seeking a Medical Receptionist/Care Navigator to join our 25-hour week team. You will receive, assist and direct patients to appropriate services, provide general support to the practice team and present a positive image both in person and on the phone.

The role includes processing information requests, scanning documents, and aiding with routine administration while maintaining patient confidentiality and high service standards.

Qualifications

• Experience of working with the general public.
• Experience of administrative duties.
• Excellent communication skills.
• Clear and polite telephone manner.
• Good interpersonal skills.
• Problem solving and analytical skills.
• Effective time management.
• Ability to work as a team and autonomously.
• Ability to follow policies and procedures.
• Polite and confident.
• Flexible and cooperative.
• Motivated and forward thinker.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure, flexible outside core office hours.

Responsibilities

• Provide a welcoming and efficient reception for patients and visitors.
• Handle general queries and arrange new and follow-up appointments.
• Scan patient documents and attach to records.
• Accept test samples and manage accordingly.
• Support clinical staff with administrative tasks.
• Explain procedures to patients and assist with administrative processes.
• Ensure correspondence and reports are filed or scanned promptly.
• Forward emails and manage incoming communications.
• Process information requests under guidance of team lead.
• Open and close procedures to receive patients and secure confidential info.

Skills

General public experience

Administrative duties

Communication skills

Telephone manner

Interpersonal skills

Problem solving

Time management

Teamwork & autonomy

Policies & procedures

Professionalism

Flexibility

Integrity & loyalty

Empathy in distressing situations

Work under pressure

Education

GCSE Maths & English

NVQ Level 2 Health & Social Care

Tools

EMIS

Job description

Job summary

We are looking to recruit a Medical Receptionist with a can do approach to join us in our fast paced practice. You will be required to receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Provide 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. Your hours of work will be between 8am & 6.30pm over a 5 day working week. Each staff member will be issued with a mix of the following shift patterns of 8-1pm or 1.30-6.30pm. Please ensure you are able to meet this criteria prior to applying for the position.

Main duties of the job

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
• Deal with all general queries, explain procedures and make new and follow up appointments
• Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
• Accept test samples from patients and deal with accordingly
• Support all clinical staff with general administrative tasks as requested
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure administrative procedures are completed
• ensure correspondence, report, results etc are filed or scanned promptly and in the correct file
• Use e-mail to forward correspondence as required and record and action all incoming emails
• Process requests for information I.E SAR and patient online access under the guidance of the team leader
• Complete opening procedures at the start of the day when first to arrive and make all necessary preparations to receive patients
• Complete closing procedures at the end of the day ensuring all confidential information is stored away securely and internal lights are off

About us

Darwen Healthink is a well-established 4 GP partner training practice located in a modern, purpose-built building providing services to approximately 15,000 patients.

The building features on-site parking ensuring convenient access to both staff and visitors. There is easy access to the local motorways links, offering excellent connectivity for commuting.

The practice is committed to the well-being of the staff. This is reflected in our funded social events throughout the year, including team building days, Christmas parties and our in-house monthly buffets. We believe in fostering a positive, supportive, and inclusive environment where our staff feel valued and appreciated. We also offer enrolment into the NHS Pension Scheme and uniform is provided.

Job responsibilities

Darwen Healthlink

Medical Receptionist/Care Navigator Job description & Person specification

Job Title

Medical Receptionist/Care Navigator

Hours per week

25

Job Summary

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide 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

Mission Statement

To improve the health, well-being and lives of those we care for

Generic Responsibilities

All staff at Darwen Healthlink have a duty to conform to the following:

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Office Supervisor.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Collaborative Working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Service Delivery

Staff at Darwen Healthlink must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security

The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.

Professional Conduct

At Darwen Healthlink, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.

Leave

All personnel are entitled to take leave. Line managers are to ensure all of their staff are afforded the opportunity to take a minimum of 27 days leave each year, and should be encouraged to take all of their leave entitlement.

Safeguarding

Safeguarding is everyone responsibility. All personnel to be aware of their safeguarding responsibilities, keep up to date with mandatory training and know who to contact for support and guidance:

Safeguarding Lead GP: D N Choudry

Safeguarding Deputy: GP Dr A Patel

Safeguarding Champion: Frances Procter

Safeguarding Administrator: Christine Stockley

Primary Responsibilities

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
• Deal with all general queries, explain procedures and make new and follow up appointments
• Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
• Accept test samples from patients and deal with accordingly
• Support all clinical staff with general administrative tasks as requested
• Explain practice arrangements and forma requirements to new patients and those seeking temporary cover and ensure administrative procedures are completed.
• Receiving and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery, including:
• Relay of GP advice and test results to patients
• Liaison with external organisations as required
• Input data into the patients healthcare records as necessary
• Maintain a clean and tidy working area at all times
• Maintain adequate stationery stocks within the reception office and consulting rooms
• Patient notes and correspondence
• Retrieve and re-file records as required
• ensure correspondence, report, results etc are filed or scanned promptly and in the correct file
• Use e-mail to forward correspondence as required and record and action all incoming emails
• Process requests for information I.E SAR and patient online access under the guidance of the team leader
• Premises
• Complete opening procedures at the start of the day when first to arrive and make all necessary preparations to receive patients
• Complete closing procedures at the end of the day ensuring all confidential information is stored away securely and internal lights are off

Secondary Responsibilities

• a. Partake in audit as directed by the audit lead
• b. Support administrative and prescribing staff, providing cover during staff absences
• c. To support QOF administration team with contacting and inviting relevant patients to the surgery for reviews and procedures

Person Specification

Qualifications

Essential

• Educated to GCSE Level in Maths & English

Desirable

• NVQ Level 2 in Health & Social Care

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Excellent Communication Skills
• Clear & polite telephone manner
• Good interpersonal skills
• Problem solving & analytical skills
• Effective time management
• Ability to work as a team & autonomously
• Ability to follow policies & procedures
• Polite & confident
• Flexible & Cooperative
• Motivated & forward thinker
• High levels of integrity & loyalty
• Sensitive & empathetic in distressing situations
• Ability to work under pressureFlexible outside core office hours
• Disclosure barring service (DBS) Check

Desirable

• Experience of working as a Medical Receptionist in a Healthcare setting
• Strong IT skills
• Competent on the use of office & outlook
• Emis user skills

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.

We are committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.