Reception / Care Navigator

NHS Jobs; Pennsylvania; On-site; USD 19,000 - 28,000; Part time

Job summary

NHS Jobs is seeking a Receptionist / Care Navigator for permanent part-time work in Bradford. 25 hours per week or more, paying £12.71 per hour.

Work base at Picton at Westbourne Green and Picton at Whetley Medical Centre, Bradford. The role involves welcoming patients, being the first point of contact, guiding patients through the care pathway, booking appointments, and maintaining a calm, professional reception environment.

Responsibilities

• Welcome patients and visitors in a polite, professional and helpful manner.
• Act as the first point of contact for patients, responding to enquiries face-to-face and by telephone.
• Help patients access the most appropriate service or appointment pathway in accordance with practice procedures.
• Book routine and same-day appointments using the practice appointment system.
• Manage patient arrivals and help ensure the smooth flow of patients to their appointments.
• Deal with enquiries calmly and efficiently, providing clear information and directing queries to the appropriate team member.
• Maintain a welcoming, calm and professional reception environment.
• Handle sensitive or challenging situations professionally and courteously.

Job description

Job title: Receptionist / Care Navigator Contract: Permanent, part-timeHours: 25 hours or more per weekPay: £12.71 per hourWork base: Picton at Westbourne Green and Picton at Whetley Medical Centre, Bradford.

Main responsibilities

Reception and patient care navigation

• Welcome patients and visitors in a polite, professional and helpful manner.
• Act as the first point of contact for patients, responding to enquiries face-to-face and by telephone.
• Help patients access the most appropriate service or appointment pathway in accordance with practice procedures.
• Book routine and same-day appointments using the practice appointment system.
• Manage patient arrivals and help ensure the smooth flow of patients to their appointments.
• Deal with enquiries calmly and efficiently, providing clear information and directing queries to the appropriate team member.
• Maintain a welcoming, calm and professional reception environment.
• Handle sensitive or challenging situations professionally and courteously.

Telephone and communication

• Answer telephone calls promptly, aiming to answer within four rings where possible.
• Record messages accurately on SystmOne and ensure they are passed to the appropriate person for action.
• Liaise with the duty doctor and other clinical staff regarding patient queries and instructions.
• Deal with actions arising from clinical consultations and requests in line with agreed procedures.
• Use email and internal communication systems effectively.
• Liaise with other healthcare professionals, secondary care providers and community services when required.

Clinical and administrative support

• Process prescription and home visit requests in line with practice procedures.
• Prepare daily prescription lists for the pharmacist.
• Prepare daily home visit lists and print relevant patient summaries.
• Scan and code incoming correspondence into SystmOne in accordance with agreed protocols.
• Ensure patient information is entered accurately and all assigned tasks are completed on SystmOne.
• Provide administrative support to the clinical and wider practice teams.
• Support the delivery of local and enhanced services and contribute to practice targets, including the Quality and Outcomes Framework (QOF).
• Undertake photocopying, shredding and other general administrative duties.
• Receive and receipt payments in accordance with practice procedures.
• Promote the practice's online services to support patient access and engagement.

Teamwork and practice support

• Work collaboratively with reception colleagues, clinicians and the wider multidisciplinary team.
• Respond appropriately to changing workloads and priorities.
• Follow instructions from the Practice Manager, supervisors and relevant clinical staff.
• Maintain an awareness of relevant NHS and local primary care services and administrative processes.
• Complete training and development activities as required.
• Work towards objectives and targets agreed with the Practice Manager as part of the annual appraisal process.

Health, safety and confidentiality

• Maintain patient confidentiality and handle personal information securely at all times.
• Follow practice policies, procedures, information governance requirements and health and safety guidance.
• Keep reception and work areas tidy, organised and accessible.
• Ensure confidential patient information is not left visible or accessible to unauthorised individuals.
• Follow practice security arrangements and ensure designated areas are secured at the end of the working day.
• Switch off electrical equipment where appropriate and ensure the building is secured when required.
• Ensure telephone lines are transferred to the designated out-of-hours provider in accordance with practice procedures.

Working pattern

• The role offers a flexible shift pattern across five days, Monday to Friday.
• Shifts will generally be allocated between: Morning shift: 8.00 am 1.00 pm. Afternoon shift: 1.00 pm 6.00 pm.
• On some days, the post holder will be required to work until 6.30 pm to meet the operational needs of the practice.
• Flexibility is essential, as the successful candidate will be required to work across both practice sites according to service requirements.

Additional information

This job description is not exhaustive. The post holder may be required to undertake other duties appropriate to the role and level of responsibility, in line with the needs of the practice.