GP Receptionist/ Care Navigator in Canterbury

As a Receptionist/Care Navigator you will be the first point of contact to all patients and visitors contacting the University Medical Centre. The purpose of the role is to:

Offer 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.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of administrative and clerical support to clinical staff and other members of the practice team.

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

We have 1 post available

Total 16 hours

The hours stated are the usual requirements; however, these may be adjusted at the Practice's discretion to accommodate periods of annual leave, sickness, or other operational needs.

The ability to work flexible shifts to meet the service needs, especially during periods of annual leave and sickness will be a requirement of the role.

Main duties of the job

• Opening up/locking up of practice premises in accordance with practice protocols
• Processing all requests for appointments, visits and telephone consultations, and ensuring callers are sign posted or booked with the appropriate healthcare professional
• Processing E consultations, redirecting to the right clinician for the consult, taking responsibility for completion of administrative E consultations
• Processing repeat prescriptions in accordance with practice guidelines
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
• Ensuring visitors to the practice are welcomed and have signed into and out of the visit book
• Updating the patients clinical record with information passed on to the reception team
• Ensuring Med 3 requests are carried out and communicating with patients regarding this.
• Triaging workflow and ensuring that scanning is up to date and sent to the appropriate clinician.
• Having knowledge of the appointment book and sessions within Emis and ensuring patients are booked into the correct slot in a timely manner

About us

We have an atypical growing patient population of 15,000 predominantly students based at the University of Kent at Canterbury.

We have 5 GP Partners, 3 Salaried GPs and an experienced and innovative nursing team providing high-quality patient care, all supported by our wonderful administration teams.

As a training practice we are involved in the training and education of GP Registrars, nurses and medical students studying at KMMS.

Our practice strives on delivering high-quality care to a diverse patient population.

We pride ourselves on our welcoming atmosphere, excellent team spirit, balancing the needs of our patients with the wellbeing of our team.

Please note that the closing date given is a guide.

We reserve the right to close the vacancy once we have received sufficient applications.

We advise you to submit your application early to prevent disappointment.

PREVIOUS APPLICANTS NEED NOT APPLY AND WILL NOT BE CONSIDERED FOR SHORTLISTING.

Job responsibilities

Job summary

The purpose of the role is to

Offer 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.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of administrative and clerical support to clinical staff and other members of the practice team.

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

Duties and responsibilities

The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list.

Duties may be varied from time to time under the direction of the reception manager/practice manager, dependent on current and evolving practice workload and staffing levels:

• Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
• Maintaining and monitoring the practice appointments system
• Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are sign posted to the appropriate healthcare professional
• Processing and distributing incoming (and outgoing) mail
• Processing E consultations, redirecting to the right clinician for the consult, taking responsibility for completion of administrative E consultations
• Taking messages and passing on information
• Filing and retrieving paperwork
• Processing repeat prescriptions in accordance with practice guidelines
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying, printing forms, printing results and scanning
• Provision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
• Ensuring visitors to the practice are welcomed and have signed into and out of the visit book
• Updating the patients clinical record with information passed on to the reception team
• Ensuring Med 3 requests are carried out and communicating with patients regarding this.
• Triaging workflow and ensuring that scanning is up to date and sent to the appropriate clinician.
• Using practice software such as accru RX to support patient care and improve communication
• Having knowledge of the appointment book and sessions within Emis and ensuring patients are booked into the correct slot in a timely manner
• To support the practice with seasonal vaccinations and QOF Strategy as required
• CQC (Care Quality Commission)
• Under supervision of the Reception Manager / Practice Manager to assist staff and clinicians to ensure that the practice fully complies with the CQC regulations
• To ensure that all policies and procedures within areas of responsibilities are up to date and are amended as and when required
• 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

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures.

This will include

• 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
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
• Undertaking periodic infection control training (minimum annually)
• Demonstrate due regard for safeguarding and promoting the welfare of children.
• Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of peoples 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

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• 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
• The post-holder will strive to maintain quality within the practice, and will:
• 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

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 peoples needs for alternative methods of communication and respond accordingly.
• Be respectful to colleagues and help maintain a supportive working environment.
• Contribution to the Implementation of Services

The post-holder will

• Apply practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post.

Person Specification

Qualifications

• Educated to GCSE level or equivalent
• GCSE Mathematics and English (C/4 or above)
• Qualification in Administration or Customer Service Skills

Skills and personal qualities

• Excellent communication skills (written and oral)
• Good interpersonal skills
• Ability to follow policy and procedures
• Flexible and cooperative
• Sensitive and empathetic when dealing with distressing situations
• Ability to work under pressure
• Problem solving and analytical skills

Experience

• Experience of working with members of the general public
• Strong IT skills, including the use of MS Office applications such as Outlook and Word
• Experience of working within the NHS
• Experience of using a clinical management system such as EMIS
• 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.

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