Medical Receptionist/Care Navigator

The Care Navigator is the first point of contact for patients contacting our GP surgeries. 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.

Working Pattern: Monday 08:00 to 18:30, Tuesday 08:00 to 18:30, Wednesday 10:00 to 18:30

Main duties of the job

• Administration
  • To have a thorough knowledge of all practice procedures.
  • To work in accordance with written protocols.
  • Pulling/filing notes and updating as necessary.
  • Fax and photocopy as requested.
• Reception
  • Receiving patients, consulting with members of the practice team.
  • Be able to cover all reception positions as necessary.
• Appointments
  • Dealing with telephone calls, booking appointments, handling queries, passing on messages as appropriate.
  • Deal with visits/requests.
  • Deal with patients/others over the telephone and face to face.
• Computer
  • Registrations of temporary/INT patients, computer data entry and medical records.
  • Process patients' changes of address, computer data and medical records (have knowledge of practice area).
• Telephone
  • Have working knowledge of telephone system during and after hours.
  • Cover for telephonist when necessary.
• Other Tasks
  • Ensure building security; have thorough knowledge of doors/windows/alarm.
  • Any other tasks allocated by managers.
  • Maintain a caring environment through the support of colleagues.

Other Responsibilities

• Health and Safety
  • To comply with the Health and Safety at Work etc. Act 1974.
  • To take responsibility for their own health and safety and that of other persons who may be affected by their own acts or omissions.
• Equality and Diversity
  • To carry out at all times their responsibilities in line with Equal Opportunities Policy and Procedure.
• Risk Management and Clinical Governance
  • To work within the Clinical Governance Framework of the practice, incorporating Risk Management and all other quality initiatives and all aspects of CQC implementation.
• Confidentiality
  • To maintain confidentiality of information relating to patients, clients, staff and other users of the services in accordance with the General Data Protection Regulations 2018 including outside of the work environment.
  • Any breach of confidentiality may render an individual liable for dismissal and/or prosecution.
• Communication
  • The post holder should recognise the importance of effective communication within the team and will strive to:
  • Communicate effectively with other team members.
  • Communicate effectively with patients and carers.
  • Recognise people's needs for alternative methods of communication and respond accordingly.
• Safeguarding
  • Ashford Medical Partnership (the Practice) has Safeguarding processes and procedures in place to enable staff to confidentially report any concerns about another individual's practice or behaviour and/or organisational practice in relation to children and adults which may place them at risk or at harm.
  • For employees of the practice, failure to adhere to this policy and procedures could lead to dismissal and/or constitute gross misconduct.
• General
  • To undertake any other duties commensurate with the role, within the bounds of his/her own competence.
  • To work across the various AMP sites as required.
  • In light of national policy and due to the needs of the business it may be necessary for the Partnership to alter the opening hours of the surgeries.
  • This could incorporate different opening hours and weekend working which may affect when you are required to work.
  • The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes to operating times in the future.

Our Practice Vision: We will deliver a high quality standard of patient care. Creating healthy working relationships to support achieving this goal. We will follow a structured business model to ensure we operate in a financially sustainable way.

Person Specification

• Qualifications: GCSE grade A to C in English and Maths.
• Experience: Experience of working as a Medical Receptionist.
• Knowledge: Experience of Emis Web, Experience of using Docman system, Experience of using Klinik.

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.