GP Receptionist / Care Navigator

An exciting opportunity has arisen for a highly motivated individual to become part of a forward thinking, dynamic and friendly practice located on the Fylde Coast. This position would involve working within our established reception team. The reception team work extremely hard to ensure that patients have a positive experience when they make contact with the practice and we are seeking an individual who will be able to further enhance this team. The position will be for 32 hours a week over 4 days. Shift patterns for this position will be discussed / finalised at interview but hours will fall between our core opening hours of 7:45am and 6:30pm.

Main duties of the job

We are looking to expand our current reception team with an enthusiastic and committed individual who can demonstrate excellent communication and interpersonal skills and work effectively as part of a team. As a member of the reception team you will need to be able to demonstrate strong verbal communication skills, be able to use your own initiative and be computer literate. The ideal candidate will have a confident telephone manner, and will possess the ability to work accurately under pressure with attention to detail. This position will suit an organised person who thrives in a fast paced environment. As a patient facing member of the team you must be confident, polite and personable at all times whilst meeting with patients.

About us

Fernbank Surgery is a busy practice which is made up of a team of 5 very versatile partners, who are supported by a host of salaried GPs, ANPs, Clinical Pharmacists, practice nurses, health care assistants, phlebotomists, a management team and a pillar of administration and reception staff members. We are a close knit team that is able to work together efficiently and effectively to ensure that our patients receive an exemplary level of care and service from all that are part of team Fernbank.

If you are interested in the post and want to visit the Practice or find out more, please contact Mel Wolstenholme, Reception Supervisor by email on melanie.wolstenholme@nhs.net

Job responsibilities

• To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required.
• To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.
• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure administrative procedures are completed.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Arrange ambulance bookings and relay GP advice and test results to patients.
• Liaise with external organisations as required.
• Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to the on call Doctor.
• Action prescription requests and pass queries to the pharmacy team, ensuring repeat prescriptions are ready for collection by the patient within 48 hours.
• Accept test samples from patients and deal with accordingly.
• Enter patient information onto the computer, using the relevant code where necessary.
• Maintain adequate stationery stocks within the reception, office and consulting rooms.
• Retrieve and re-file records as required.
• Ensure correspondence, reports, results etc are filed or scanned promptly and in the correct file/record, ensuring that all recent correspondence is available when patients are seen.
• Use e-mail and internal/external mail for onward correspondence as required.
• Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
• Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
• When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description, the post-holder may 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 a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety

Using personal security systems within the workplace according to practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.

Equality & Diversity

Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal / Professional Development

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with individuals in other agencies to meet patients needs. Effectively manage own time, workload and resources.

Communication

Communicate effectively with other team members offering assistance where required to junior or inexperienced members of staff. Communicate effectively with patients and carers. Recognise people's needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services

Comply with practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work.

Person Specification

• Educated to GCSE level or equivalent.
• GCSE Mathematics & English (C or above).
• AMSPAR Receptionists Qualification.
• NVQ Level 2 in Health and Social Care.

Experience

• Experience of working with the general public.
• Experience of administrative duties.
• Experience of working in a healthcare setting.

Skills

• Excellent communication skills (written and oral).
• Clear, polite telephone manner.
• Competent in the use of Office and Outlook.
• Effective time management (planning and organising).
• Ability to work as a team member and autonomously.
• Good interpersonal skills.
• Problem solving and analytical skills.
• Ability to follow policy and procedure.

Personal Qualities

• Polite and confident.
• Flexible and cooperative.
• Motivated.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure.

Other Requirements

• Flexibility to work outside of core office hours.
• 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.