Care Navigator (Medical Receptionist)

Nelson Medical Practice; Nelson; On-site; NZD 45,000 - 60,000; Full time

Job summary

A healthcare facility in Nelson is seeking a motivated Care Navigator (Medical Receptionist) to join their team. The ideal candidate will possess excellent interpersonal and organisational skills, and have a friendly demeanor. Responsibilities include managing patient inquiries, providing administrative support, and ensuring effective communication. Flexibility in hours is needed, and previous experience is a plus.

Benefits

Training and development

Supportive team environment

Qualifications

• One year's experience in busy customer service or reception environment.
• Experience of working in a team.
• Experience of using own initiative.

Responsibilities

• Provide comprehensive administrative support for the practice.
• Assist and direct patients in accessing the appropriate service.
• Handle patient complaints in accordance with practice protocols.

Skills

Excellent telephone manner

Excellent interpersonal skills

Organisational skills

Ability to multitask

Education

Educated to GCSE level including Grade C in English & Maths

ECDL/CLAIT or other IT qualification

NVQ level 2 in customer service

Medical receptionist diploma

EDCL/RSA Typing qualification

Tools

EMIS Web

Standard office equipment (scanners, copiers, printers)

Job description

We have a vacancy for an enthusiastic, motivatedand hard working Care Navigator (Medical Receptionist) to join our busypractice. We are ideally looking for full time hours but will consider part time (minimum 20 Hours) for the right candidate. The successful candidate will be a friendly,organised person with an excellent telephone manner. Must have excellent interpersonal andcommunication skills, be computer literate and have the ability to work underpressure. Must also have goodadministrative skills and the ability to multitask. Duties include makingappointments, dealing with patient enquiries both in person and on thetelephone and general administrative tasks.Flexibility with hours is expected to cover holidays and sickness. Must be reliable, hard working and able towork within the NHS confidentiality guidelines.Full training will be given but previous experience would beadvantageous.

Main duties of the job

Mainduties of the role include:

To provide comprehensive administrative support for the practiceand to act as focal point for patients and staff.

To receive and assist and direct patients in accessing theappropriate service or healthcare professional in a courteous, efficient andeffective way.

Offer general assistance to the practice team and project apositive and friendly image to patients and other visitors either in person orvia the telephone.

Facilitate effective communication between patients and members ofthe healthcare community.

Handle patient complaints in accordance with practice protocols.

To provide an efficient and accurate support to the clinicians andpatients.

The successfulcandidate should be able to offer flexibility with regards to overtime andcover due to sickness and holidays.

About us

Nelson Medical Practice has a growing patient list size of 10,000+. We are a team of 8 GPs with a range of other clinical support staff. Our premises are purpose built and we offer afull range of services to our patients. Staffwill receive training and development and will join a hardworking andconscientious team. We are a verysupportive and friendly team with a patient focused ethos.

Job responsibilities

REPORTS TO: ReceptionManager

RESPONSIBLE TO: Practice Manager

ACCOUNTABLE TO: GP Partnership

JOB SUMMARY

The purpose of the role is:

• Toprovide comprehensive administrative support for the general practice andto act as focal point for patients and staff.
• Toreceive and assist and direct patients in accessing the appropriateservice or healthcare professional in a courteous, efficient and effectiveway.
• Offergeneral assistance to the practice team and project a positive andfriendly image to patients and other visitors either in person or via thetelephone.
• Facilitateeffective communication between patients and members of the healthcarecommunity.
• Handlepatient complaints in accordance with practice protocols.
• Toprovide an efficient and accurate support to the clinicians &patients.

MAIN DUTIES

1.To respond to all queries and requests for assistancefrom patients and visitors at reception ensuring at all times that enquiresfrom patients are efficiently and courteously handled.

2.To ensure that telephones are answered promptly andpolitely at all times, accurate messages taken and calls passed to theappropriate person as necessary, supplying information as required in a timelyfashion.

3.To ensure that scanning, filing, record keeping anddistribution of documents are undertaken efficiently and promptly.

4.To ensure that the waiting area and leaflet stands areat all times kept tidy and leaflets are re-stocked or removed as required andto check and put away deliveries of stock as required.

5.Use the surgery computer system for appointments,patient data, repeat prescriptions and other patient related tasks.

6.Greet patients and log arrival on the computer/showpatients how to use the automated booking in service.

7.Collect any necessary information from the patient fortheir consultation, deal with any enquiries and provide any information thepatient may need.

8.To send out recall letters or electronic invitations forchronic disease quality marker clinics in line with requirements of the GPContract.

9.Record requests for house calls, ensuring accuratedetails are taken and print off visit summary.

10.To prepare mail for posting on a daily basis and dealwith incoming mail as required, including date stamping.

11.To file all correspondence in appropriate files on adaily basis.

12.To prepare acute/repeat prescriptions for GPsignature, ensuring at all timesthe correct name, address and date of birth of the patient.

13.To assist with new patient registrations together withinputting their necessary data onto computer and making up newfiles/amalgamating and process amendments to patient records.

14.To book interpreters as and when required for patientsand advise whether or not request has been completed.

15.To ensure the prompt return of patient files on aweekly basis, ensuring that a printed summary/scanned images are includedbefore returning.

16.To advise patients of relevant charges for privateservices, accept payment and issue receipts if necessary.

17.To photocopy information when required, ensuringphotocopying is kept up to date atall times.

18.To cover duties of absent members of staff as and whenrequired including cover during tea/lunch breaks at reception as and whenrequired.

19.To send out DNA letters to patients.

20.To act as chaperone when requested and print off smearforms for the patient/check patient specific directives (PSD).

21.To attend staff meetings as required and participatefully in annual staff appraisal.

22.Any other clerical/reception duties as deemedappropriate and requested by line managers.

23.To be flexible in the workplace in terms of hours workedas and when the need arises.

24.To operate start and end of day procedures in linewith practice policy and ensure premises are prepared for staff to receivepatients and also secured after use.

25.To provide an efficient audio/copy typingservice for GPs and health professionals as required. This includes the typingof letters, reports, patient referrals and liaising with organisations relatingto patient matters in an accurate and quality manner.

26.To help and direct patients to see the mostappropriate person/department for their request.

This Job Descriptionwill be subject to review in the light of changing circumstances and is notintended to be rigid or inflexible but should be regarded as providingguidelines within which the individual works.Other duties, of a similar nature and appropriate to the job grade, maybe assigned from time to time.

HEALTH AND SAFETY RESPONSIBILITIES

You should take notethat under the Health & Safety at Work Legislation, you are required totake all reasonable steps while at work to ensure your own health and safetyand the health and safety of those who may be affected by your acts oromissions at work. You are also requiredto co-operate fully with regard to implementation of health and safetyarrangements and you should not interfere with or misuse anything provided inthe interests of Health, Safety and Welfare at Work.

SMOKING POLICY

The Practice operatesa Smoke Free policy and all employees must comply with this.

EQUAL OPPORTUNITIES

The Practice is anequal opportunities employer and the post-holder will be expected to adhere toall equal opportunities principles.

CONFIDENTIALITY

An employee shall notas an employee of the practice or following the termination of his/her employmentwith the practice, disclose other than to an authorised person or in the courseof duty, without lawful authority, any matter or information which he/she hasobtained or to which he/she has had access owing to his/her official position.

In addition, youshall be required to comply with the requirements of the Data Protection Act,in so far as the practice is concerned.It should be noted in this connection that any unauthorised disclosureof information covered by the Act is a criminal offence.

INFORMATION TECHNOLOGY SECURITY POLICY

You are required towork within the remit of the practice security policy. As a consequence of the aboveunauthorised/inappropriate use of computers including the internet, email,passwords, computer packages etc will be regarded as gross misconduct and willbe treated as such under the practice disciplinary procedure.

PRACTICE POLICIES/PROTOCOLS

All employees at NelsonMedical Practice have ready access to the Employee Handbook regarding personnelmatters. This handbook should bereferred to at all times and read in conjunction with practice protocols on thedesktop. Staff will be expected to dressappropriately and wear their uniform at all times, including wearing a namebadge.

Person Specification

Qualifications

• Educated to GCSE level (or equivalent) including Grade C in English & Maths.
• ECDL/CLAIT or other IT qualification.
• NVQ level 2 in customer service.
• Medical receptionist diploma.
• EDCL/RSA Typing qualification with the ability to touch type.

Experience

• One years experience in busy customer service or reception environment.
• Experience of working in a team.
• Experience of using own initiative.
• Previous NHS experience.
• Experience of computerised recording systems.
• Experience of using EMIS Web.
• Understanding of health and safety policies and procedures.

Knowledge

• Knowledge or experience of working with standard office equipment e.g. scanners, copiers, printers, and telephones.
• An understanding of a General Practice Reception environment.
• Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries.
• Understanding of local health issues.

Disposition

• Quick to grasp new points and a pleasant articulate manner.
• Good attendance record in previous employment.
• Flexible in relation to working hours.
• Ability to work as part of an integrated, multi skilled team.
• Approachable and positive.
• Able to maintain strict confidentiality at all times.
• Good punctuality and professional appearance.
• Able to demonstrate compassion and patience.
• Enthusiastic, honest and reliable.
• Self motivated.
• Able to take instructions.
• Able to work flexibly in a changing environment.
• Sensitivity and awareness of minority group needs.
• Gain satisfaction from helping others.
• Basic computer skills including email, spreadsheets, word processing, preferably Microsoft Office.
• Willingness to develop and the ability to use on-line learning systems confidently.
• Good interpersonal/organisational skills and the ability to manage own workload.
• Good communications skills, face to face and over the telephone and in writing.
• Ability to deal appropriately with difficult situations and work under pressure, including being able to remain calm when dealing with conflict.
• Logical thinker, able to file accurately.
• Ability to translate information and details accurately, both verbally and in writing.
• Time Management and the ability to work to deadlines.
• Good level of skills in spreadsheets and word processing.

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.