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We are looking for enthusiastic, motivated and proactive candidates to join our highly effective and friendly team.

The successful candidates will need to provide a first-class level of Customer Service/Care Navigation to our patients. We will expect them to enjoy working in a busy reception environment and be prepared to go the extra mile.

The role of Medical Receptionist is very demanding so we are looking for someone who is confident, has excellent communication skills, is highly organised and good at multi-tasking.

The successful candidate must be computer literate and have a flexible approach to working.

Experience of working in a busy office environment would be an advantage.

If you are interested in applying for this role please complete the online application form.

• Answer the telephone in a courteous and professional manner
• Receive and accurately convey messages in writing, verbally and electronically
• Liaise with patients and their families in a compassionate manner
• Liaise with GPs, other health professionals and their staff
• Arrange appointments for patients
• Explain practice arrangements to new patients and those seeking temporary cover
• Generate repeat prescriptions within the practice guidelines
• Update the clinical system with changes
• Contact patients to convey test results as directed by the GPs
• Contact patients to arrange appointments with appropriate clinicians
• Deal with travel enquiries and vaccination appointments
• Accept payment and issue receipts.
• Prepare medical records for deducted patients to return
• Log new patients records and file appropriately.
• Accept and sign for deliveries.
• Understand the usage of the practice email.
• Using EMIS / eConsult / DAWN / ICE and other Practice software
• Undertaking other administrative activities when required

Kiltearn Medical Centre has a skilled and experienced team of 7 GP Partners leading a Clinical Team of GPs, Advanced Nurse Practitioners, Nurses, HCAs and Pharmacists.

Our current patient list is circa 13,000 and the practice is well placed to be at the forefront of general practice, provide innovative and robust services, as well as provide development opportunities for the staff.

We are based in a modern purpose-built surgery, with an good CQC grading, and our ethos is to deliver high-quality medical care through our comprehensive, highly skilled team members.

Kiltearn Medical Centre

Job Description

Job Title: Care Navigator

Reports to: Care Navigation Team Leader

Responsible to: Operations and Finance Manager

Job Summary:

• To provide highquality care navigation services to the patients, carers, visitors, doctors andstaff at the surgery in a caring and supportive manner. Project a positiveand friendly image either in person or on the telephone to maintain thepractice reputation.
• To maintainconfidentiality of all information.
• To provideflexibility in practice staffing arrangements.

Special Requirements of the Post:

• Use ownjudgement, resourcefulness and be able to work under pressure withoutdirect supervision.
• To combineexcellent communication skills with patience, empathy and accuracy.
• To be reliableand flexible
• Experience inadding patient data to clinical systems.

Essential Duties and Responsibilities:

Inaccordance with practice policies and procedures:

• Answer thetelephone in a courteous and professional manner within 3 rings
• Receive andaccurately convey messages in writing, verbally and electronically
• Liaise withpatients and their families in a compassionate manner
• Liaise withGPs, other health professionals and their staff
• Arrangeappointments for patients to see GP, nurse and other clinical staffassociated with the practice by telephone or in person.
• Using your ownjudgment and communication skills ensure that patients with no priorappointment but who need urgent consultation are seen in a logical andnon-disruptive manner. If any doubt seek advice from GPs, ANP or NP
• Explain practice arrangements and formalrequirements to new patients and those seeking temporary cover and ensureprocedures are completed.
• Generate repeatprescriptions within the practice guidelines.
• Update theclinical system with changes in patient data.
• Photocopydocuments
• Open, stampappropriately and distribute incoming mail
• Maintainpractice dress standards
• Ring and obtainresults or other information from providers as requested by the GPs.
• Contact patientsto convey test results and instructions as directed by the GPs.
• Contact patientsto arrange appointments with appropriate clinicians for monitoring orseasonal vaccinations.
• Deal with travelenquiries and vaccination appointments as per practice procedure.
• Advise patientsof relevant charges for non NHS services.Accept payment and issue receipts.
• Prepare medicalrecords for deducted patients to return
• Log new patientsrecords and file appropriately.
• Assist withcompletion of patient surveys.
• Accept and signfor deliveries once items have been checked against order form.
• To keepreception area, notice boards and leaflet dispensers tidy and free fromobstructions and clutter.
• Checkingconsulting rooms each day to ensure they have adequate supplies ofstationary and couch rolls.
• Understand theusage of the practice email and intranet system to ensure effectivecommunication.
• Attend PracticeMeetings.

Undertakeany other additional duties appropriate as requested by the Interim Practice Manager.

Theabove list of duties is not exhaustive and may be subject to change as deemed necessary.

Confidentiality

Inthe course of seeking treatment, patients entrust us with or allow us togather, sensitive information in relation to their health and othermatters. They do so in confidence andhave the right to expect that staff will respect their privacy and actappropriately.

Inthe performance of the duties outlined in this Job Description, the post holderwill 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 abusiness organisation. All suchinformation form any source is to be regarded as strictly confidential.

Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the practice polices and procedures relating to confidentialityand the protection of personal and sensitive data.

Health & Safety

Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the Practice Health & SafetyPolicy, to include:

• Using personalsecurity systems within the workplace according to the practiceguidelines.
• Identifying therisks involved in work activities and undertaking such activities in a waythat manages those risks.
• Making effectiveuse of training to update knowledge and skills.
• Usingappropriate infection control procedures, maintaining work areas in tidyand safe way and free form hazards.

Personal Development

Thepost holder will participate in any training programme implemented by the practiceas part of this employment, such to include:

• Participation inan annual individual performance review, including taking responsibilityfor maintaining a record of own personal development.
• Takingresponsibility for own development, learning and performance anddemonstrating skills ad activities to others who are undertaking similarwork.

Quality

Thepost-holder will strive to maintain quality within the practice, and will:

• Alert other teammembers to issues of quality and risk.
• Assess own performanceand take accountability for own actions, either directly or undersupervision.
• Contribute tothe effectiveness of the team by reflecting on own and team activities.
• Work effectivelywith individuals on other agencies to meet patients needs.
• Effectivelymanage own time, workload and resources..

• Good level of general education
• Key Board Skills
• Word Processing Qualification

• Customer Care
• Ability to work on own initiative
• Experience of General Practice or in a health care setting.
• EMIS web use

• Good standard of appearance as befits dealing with members of the public, patients, and Practice staff.
• Self motivated
• Articulate
• Ability to work under pressure
• Working in an office environment
• Good written and verbal communication skills
• Adaptable / Flexibility
• Reliable / Proven attendance record
• Sense of humour
• Able to manage conflict

• Time Management
• Planning and prioritising
• Problem solving
• Accuracy in work
• Able to work to tight deadlines
• Able to work to protocols / guidelines
• Ability to communicate effectively to the practice team

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.