Job description

Job responsibilities

Park Medical Practice- Care Navigator/ Receptionist

Reports to: Patient Services Manager

Part Time (working between the hours of 7.45-6.30pm)

JOB SUMMARY:

• The role of reception/call handler, being the first port of call, is to ensure all incoming calls or face to face appointments are received and responded on a timely manner.

• To be able to signpost patients to the appropriate clinician or service.

• Assist with E-consults

KEY RESPONSIBILITIES:

• To be able to direct patients appropriately to relevant services

• To have excellent communication skills, with the ability to communicate in writing electronically and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers.

• To have excellent IT skills

• To understand the importance of confidentiality

• To respond appropriately in emergency situations

• To report any incidents that might compromise health & safety for self, other staff or patients

Telephone Duties:

• Sign posting patients to the most appropriate service

• Booking appointments

• Giving out test results following practice guidelines

• Contacting other providers

• Answering general enquiries

• Arranging home visits

• Processing emails/prescription requests

General Reception Duties:

• Greeting & directing patients/visitors

• Registering new patients and temporary visitors

• Handing out reports/prescriptions/patient information

• Preparing consulting rooms prior to surgery and tidying rooms after surgery

• Health & safety awareness (e.g. handling samples)

• General housekeeping e.g. keeping waiting/reception area tidy

• Chaperone doctors/nurses as requested

• Inputting and extracting information from the computer system

• Collecting and receipting payments for non-NHS services

• Opening/closing of surgery

• Assisting with clinics as and when needed

• Attend performance & development review

• Attend training as deemed necessary

LEARNING AND DEVELOPMENT:

You will have an individual induction & training with regular reviews.

To take part in annual appraisal, developing a personal development plan, from which training needs will be identified and training undertaken

EQUALITY AND DIVERSITY:

The post holders must cooperate with all policies and procedures designed to ensure equality of employment. Co-workers, patients and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc. The post holders should respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.

REHABILITATION OF OFFENDERS ACT 1994:

Due to the nature of this work, this post is exempt from the provisions of Section 4 (2) of the Rehabilitation of Offenders Act 1994 (Exceptions) Order 1995. Applicants for posts are not entitled to withhold information about convictions which for other purposes are spent under the provisions of the Act and in the event of employment, any failure to disclose such convictions could result in disciplinary action or dismissal by the Practice. Any information given will be completely confidential and will be considered only in relation to an applicant of a position to which the order applies.

JOB DESCRIPTION AGREEMENT:

This job description is intended to provide an outline of key responsibilites only. There may be other duties required of the post holder commensurate with the position. All members of staff should be prepared to work flexibly across all sites and must be prepared to cover their colleagues annual leave/sickness.

Job responsibilities

Park Medical Practice- Care Navigator/ Receptionist

Reports to: Patient Services Manager

Part Time (working between the hours of 7.45-6.30pm)

JOB SUMMARY:

• The role of reception/call handler, being the first port of call, is to ensure all incoming calls or face to face appointments are received and responded on a timely manner.

• To be able to signpost patients to the appropriate clinician or service.

• Assist with E-consults

KEY RESPONSIBILITIES:

• To be able to direct patients appropriately to relevant services

• To have excellent communication skills, with the ability to communicate in writing electronically and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary and secondary care providers.

• To have excellent IT skills

• To understand the importance of confidentiality

• To respond appropriately in emergency situations

• To report any incidents that might compromise health & safety for self, other staff or patients

Telephone Duties:

• Sign posting patients to the most appropriate service

• Booking appointments

• Giving out test results following practice guidelines

• Contacting other providers

• Answering general enquiries

• Arranging home visits

• Processing emails/prescription requests

General Reception Duties:

• Greeting & directing patients/visitors

• Registering new patients and temporary visitors

• Handing out reports/prescriptions/patient information

• Preparing consulting rooms prior to surgery and tidying rooms after surgery

• Health & safety awareness (e.g. handling samples)

• General housekeeping e.g. keeping waiting/reception area tidy

• Chaperone doctors/nurses as requested

• Inputting and extracting information from the computer system

• Collecting and receipting payments for non-NHS services

• Opening/closing of surgery

• Assisting with clinics as and when needed

• Attend performance & development review

• Attend training as deemed necessary

LEARNING AND DEVELOPMENT:

You will have an individual induction & training with regular reviews.

To take part in annual appraisal, developing a personal development plan, from which training needs will be identified and training undertaken

EQUALITY AND DIVERSITY:

The post holders must cooperate with all policies and procedures designed to ensure equality of employment. Co-workers, patients and visitors must be treated equally irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc. The post holders should respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.

REHABILITATION OF OFFENDERS ACT 1994:

Due to the nature of this work, this post is exempt from the provisions of Section 4 (2) of the Rehabilitation of Offenders Act 1994 (Exceptions) Order 1995. Applicants for posts are not entitled to withhold information about convictions which for other purposes are spent under the provisions of the Act and in the event of employment, any failure to disclose such convictions could result in disciplinary action or dismissal by the Practice. Any information given will be completely confidential and will be considered only in relation to an applicant of a position to which the order applies.

JOB DESCRIPTION AGREEMENT:

This job description is intended to provide an outline of key responsibilites only. There may be other duties required of the post holder commensurate with the position. All members of staff should be prepared to work flexibly across all sites and must be prepared to cover their colleagues annual leave/sickness.

Person Specification

Qualifications

Essential

• Good communication skills
• Excellent telephone manner
• Able to use a computer system (System One)
• Ability to work as part of a team
• Excellent customer care demonstrating empathy and patience
• Flexible working approach
• Remain calm under pressure

Experience

Essential

• Good communication skills
• Excellent telephone manner
• Able to use a computer system (System One)
• Ability to work as part of a team
• Excellent customer care demonstrating empathy and patience
• Flexible working approach
• Remain calm under pressure
• Customer service experience

Desirable

• Previous general practice experience

Qualifications

Essential

• Good communication skills
• Excellent telephone manner
• Able to use a computer system (System One)
• Ability to work as part of a team
• Excellent customer care demonstrating empathy and patience
• Flexible working approach
• Remain calm under pressure

Experience

Essential

• Good communication skills
• Excellent telephone manner
• Able to use a computer system (System One)
• Ability to work as part of a team
• Excellent customer care demonstrating empathy and patience
• Flexible working approach
• Remain calm under pressure
• Customer service experience

Desirable

• Previous general practice experience

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.

Employer details

Employer name

Park Medical Practice

Address

Park Medical Practice

Maine Drive

Chaddesden

Derby

DE21 6LA

Employer's website

https://www.parkmedical.org.uk (Opens in a new tab)