Patient Care Navigator (Admin Receptionist)

To assist in the day-to-day running of the organisation providing administrative, clerical, and reception support to the practice team. The person appointed will demonstrate the ability to multitask, good timekeeping, organisation, efficiency, professionalism, and the ability to work both independently and as part of a team whilst supporting the delivery of practice policies and procedures. The post holder will ensure practice targets are met by regularly contacting patients to attend any clinics run by the practice including Smear tests, Diabetes, Vaccinations, New Patient Registrations, Blood Test Clinics, and by pursuing any other targets required by the practice.

Main duties of the job:

• All general office administrative work, assisting the medical secretary with all clerical duties, and providing front-line service to all patients and trust-related staff at reception.
• Greet all patients with a smile and remain polite and approachable at all times.
• Provide whatever support may be required by the Clinical & Management team to enable them to effectively run and manage the surgeries, clinics & practice.
• Receive and appropriately direct all patients on arrival to the surgery.
• Take telephone calls and messages from patients; deal with their inquiries and/or book appointments with clinicians, as appropriate whilst ensuring that the patients are served and their needs met.
• Answer general patients and other inquiries.
• Make and amend appointments for doctors and other clinicians using EMIS Web or any other computerised system used by the practice.
• Explain practice procedures to patients e.g. complaints procedures as and when required.
• File/scan medical records/notes quickly, accurately & efficiently.
• Maintain a tidy workspace and environment at all times - ensuring that you clear up after yourself before leaving.
• Maintain full cooperation and communication between the doctors, nurses, and other practice staff regarding all practice matters.

About us:

At F4HG we are committed to ensuring that all patients receive the best possible care in relation to long-term illnesses by promoting healthy living and encouraging a healthy lifestyle through various clinics and education meetings with patients. Patient and Doctor face-to-face appointments are offered as well as the option for patients to speak to a doctor over the phone for their convenience to assist in their illness and health-related concerns. The aim of the practice and the NHS England is to ensure that all residents in Newham have access to a diverse range of high-quality services, which are local to them and are linked between health and social care. At F4HG, we are passionate about keeping our patients and staff healthy. We are committed to being role models and working as a team in order to support our patients, our colleagues, and our community. We maintain a positive attitude, show compassion, appreciate and treat everyone with respect. We are dedicated to providing an extraordinary service to all.

Job responsibilities:

• Undertake all work in a proactive, accurate and timely manner.
• Inform patients of the practice complaints procedure; assist patients in completing the complaint forms (where necessary); and pass complaints onto the complaints team (or other designated person) to log the complaint.
• Record any tasks done, by e-mail or on any other system that may be required by the practice.
• Complete any time sheets to record work done or correct times of arrival and departure to and from work each day as appropriate.
• Undertake any work delegated to you by other Supervisors, Managers, Administrators, as and when requested, in a proactive and timely manner.
• Attend practice meetings - as per practice meeting schedule. This may require you to be flexible about your hours in order to enable you to regularly attend these meetings.
• Participate in any practice development away days.
• Carry out any reasonable management instruction in a proactive and timely manner in order to facilitate the smooth running of the practice.
• Undertake any other tasks consistent with this role as required by the Partners, and any other Managers in the organisation.
• Any staff member can be called upon by a clinician (doctor/nurse/healthcare assistant) from time to time to Chaperone a patient during a physical examination ensuring that the Chaperone policy is adhered to at all times.
• Ensure all consulting rooms, waiting rooms, and offices are clean, tidy, stocked up prior to each surgery session.
• Ensure that all of the appropriate patient related forms are available as and when they may be needed & are available via our website.
• Support and participate in the practices Health and Safety procedures.
• Attend basic life support, safeguarding and any other training required, as and when requested by the organisation.
• Ensure all appropriate security measures are carried out daily i.e. all rooms are secured, locked and any alarm systems are activated.
• Respect patient confidentiality at all times and not divulge patient information unless sanctioned by the requirements of the role.
• Maintain the confidentiality of all personal data both electronic and manual in line with data protection legislation.
• Carry out their duties and responsibilities, at all times, in line with Data Protection Legislation.
• Encourage and develop teamwork within the practice.
• Participate in practice meetings and practice management meetings, reporting progress when required.
• Participate in audits and inspections as appropriate.
• Work closely with the doctors, nurses and managers in the setting up and/or improving of practice systems for monitoring/measuring performance.
• Ensure that all Practice Policies are fully implemented.
• Support, Manage and Train the practice administrative team.
• Undertake personal development courses designed to support the role of administrative staff where available.

Person Specification:

• GCSE grade A to C in English and Maths.
• Literate and able to perform numerical calculations.
• Graduate.
• Comfortable working with computers and being computer literate.
• Having compassion, patience, empathetic and caring approach to all patients.
• Experience using EMIS Web.
• Working in General Practice or the NHS.

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.