Receptionist (Patient Navigator) in London

We are a busy practice of about 17,500 patients in North East Hackney. We are looking for a new Receptionist to join our existing team. This post is for a flexible team member who will work shifts allocated on a weekly basis between our opening hours to suit the needs of the practice. The practice is open: Mondays-Fridays: 8am-8pm, Sundays: 10am-4pm. The successful applicant will need to be available to work variable shifts between 8am - 8pm and must be able to be flexible as required to work the 30 hours across the week. Applicants must be flexible and be prepared to work overtime when other members of the team are on leave.

You will be the first point of contact for patients, providing information, help and support to patients. You will need good communication skills, a friendly and helpful approach, good IT and data entry skills, an ability to work in a busy environment under pressure, and you will need to be reliable and punctual. Contracts will initially be on a 6 month probation period with a view to a permanent contract thereafter. This role requires shift work on a rota basis to cover core hours - working patterns will include 8am - 2pm and 2pm - 8pm and possibly weekends so you must be willing to work these shifts and only apply if you can commit to full time hours of 30 hours per week.

Main duties of the job:

• To provide and maintain a high level of service to both practice staff and patients.
• To ensure effective communication between reception staff and clinicians, in particular when patients are distressed or unwell.
• To ensure that an effective and efficient reception service is provided to patients and any other visitors to the practice.
• To answer telephone enquiries, take messages and maintain good communication processes within the practice.
• To provide patients with all appropriate information regarding services provided in the practice.
• To promote a positive image to visitors and callers by maintaining a high standard of personal appearance and attitude and by dealing with enquiries in a professional and polite manner.
• To greet and direct patients appropriately to the correct service.

About us:

This 4 partner, APMS (Alternative Personal Medical Services) has a steadily growing list size of c. 17500 patients. The practice merged in recent years with another local practice and has undertaken extensive change, including a relocation to its present location on Stamford Hill. The practice has a clear vision to deliver high quality care and has a very good reputation for patient care and accessibility. The practices are committed to high quality care, with consistently high Quality and Outcomes Framework (QOF) achievement.

Job responsibilities:

• Patient Navigation Front and back reception putting the needs of patients first at all times.
• Opening up and locking-up of Practice premises and maintaining security in accordance with Practice protocols.
• Making, changing and cancelling appointments for patients.
• Maintaining and monitoring the Practice appointments system.
• Processing requests for home visits and telephone consultations.
• Ensuring those requesting appointments are directed to the appropriate healthcare professional for their specific medical problem.
• Scanning of incoming documents accurately and in a timely manner into the patient records.
• Processing and distributing incoming (and outgoing) post/mail.
• Accessing the practice NHS email account and processing emails.
• Issuing repeat prescriptions according to practice guidelines.
• To keep accurate and detailed records of petty cash transactions.
• To receive cash payments from patients and record appropriately in the receipt book.
• To advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
• To ensure all item of service claims are made correctly and appropriately.
• Taking messages and passing on information.
• Filing and retrieving prescriptions, paperwork and medical records when required.
• Assisting patients with registering at the practice, completing applications to register accurately and adding details accurately on the spine.
• Telephoning patients when requested to invite them in for review.
• Responding to requests from patients, other team members and other healthcare providers.
• Providing clerical assistance to the team including filing, photocopying and scanning.
• To attend relevant training, when required; to adhere to practice policies, local and national guidelines.

Person Specification:

Qualifications:

• Essential: Educated to GCSE O level or equivalent. Qualification in English.
• Desirable: NVQ in customer care. Trained in the use of Clinical systems used in General Practice and Microsoft packages.

Experience:

• Essential: Experience of office and admin/clerical work. Experience of reception duties.
• Desirable: Experience of working with clinical staff. Experience of working within the NHS or other health care setting.

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.