Care Navigator/Receptionist

We are seeking a highly motivated and forward-thinking Receptionist to join our innovative, training-focused practice serving 20,000 patients in Wallington. Experience is desirable; however, full training will be provided for the right candidate. You'll be working within a supportive and friendly team in our modern, purpose-built premises.

Main duties of the job:

• The GP practice receptionist is responsible for undertaking a wide range of reception duties and providing support to the multidisciplinary team.
• Duties may include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing personal information, and assisting patients as required.
• Act as a central point of contact for patients, distributing information, messages, and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
• The successful candidate must be flexible to cover additional hours as required by the needs of the surgery and be happy to work between 7:45 and 18:30 on a rota basis.

About us:

Wallington Family Practice currently provides general medical services to a population of approximately 20,000 patients. It has 11 GPs, a team of pharmacists including pharmacy technicians, a lead nurse, 5 practice nurses, 1 HCA, and an extensive team of admin and reception staff. We are a large proactive teaching practice located in a purpose-built health centre close to Wallington town centre. We are part of the Wallington Primary Care Network (PCN) working collaboratively with local general practice colleagues for the good of the local population.

The main purpose of this role is to provide efficient, courteous, and responsive reception, care navigation, and administrative support to the practice, catering to the diverse needs of patients and supporting others where necessary.

Job responsibilities:

• Make appointments for patients attending the surgery or on the telephone using the computerized clinical system.
• Triage and signpost patients to other services where applicable, including associated services and external services such as community pharmacy.
• Ensure patients who do not have appointments but need urgent medical attention are responded to appropriately and in line with practice protocols and policies.
• Cancel and re-arrange appointments when necessary.
• Support and advise those enquiring about registration or those who need temporary registration.
• Respond to any queries and requests for assistance from patients and visitors.
• Advise patients of relevant charges for private services, take payment, record, and issue receipts.
• Address requests for home visits in line with practice protocols.
• Take pathology samples and respond to requests for x-rays, certificates, etc., as needed.
• Retrieve and file records as required, ensuring they are kept in the correct order and filed correctly and safely.
• Make and receive calls to patients and other healthcare professionals as required and directed to do so in a courteous and appropriate manner.
• Divert calls or take messages for others.
• Handle enquiries for online access from existing and new patients and process accordingly.
• Ensure the building is opened and closed correctly in line with internal guidelines and security arrangements.
• Report any premises issues to the building information desk or on-site caretaker as required.
• Report any immediate IT, clinical system, or other system issues to the relevant provider using the information provided.
• Participate in practice meetings and team meetings.
• Keep the reception and office working areas clear and tidy and suitable for other users at all times.
• Undertake other duties as may from time to time be asked and consistent with the post and where capacity permits.

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 and the practice Infection Control policy.
• 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 keeping them free from hazards.
• Actively reporting health and safety hazards and infection hazards immediately when recognised.
• The practice requires staff to be fully vaccinated in line with current CQC requirements and it also strongly recommends all patient-facing staff are fully vaccinated for Covid-19.

Equality and Diversity:

• Support the equality, diversity, and rights of patients, carers, and colleagues.
• Act 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.
• Respect the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
• Behave in a manner that is welcoming to and of the individual, is non-judgmental, and respects their circumstances, feelings, priorities, and rights.

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 team's performance.
• Work effectively with individuals in other agencies to meet patients' needs.
• Effectively manage own time, workload, and resources.

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.
• 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.

DBS:

The post-holder will be required to complete a satisfactory check from the Disclosure and Barring Service concerning any former criminal convictions. You should note that employment within the practice is not subject to the Rehabilitation of Offenders Act 1974, and that you are required to declare all criminal convictions, even those which are classed as spent.

Person Specification:

• Ability to work in a busy environment and to prioritise and work to tight deadlines.
• Ability to organise, motivate, and support colleagues including new starters.
• Ability to listen and empathise.
• Ability to learn new software and systems and cascade learning to others.
• Experience of using EMIS web clinical system.
• Experience of scanning and document management systems.
• Good working knowledge of Microsoft Office applications.

Qualifications:

• GCSE Maths and English at grade C or above or subsequent equivalent.

Experience:

• Experience of a front-line, customer-facing position or a role with suitable transferable skills.
• Experience of working to set guidelines, protocols, and procedures.
• Good team working skills and experience.
• Experience of working in the NHS/general practice.
• Experience of working in a multi-disciplinary team.

Personal Qualities & Attributes:

• Able to use own judgment and resourcefulness.
• Good time management skills and punctual.
• Adaptable and flexible to a changing environment.
• Diplomatic and calm in stressful situations.
• Confident and assertive.
• Reliable and trustworthy.
• Proactive and enthusiastic.

Other:

• Flexibility of working hours and able to respond to the needs of the business sometimes at short notice to cover for absent colleagues.
• Neat, tidy, and presentable to the public.
• Ability and willingness to undertake training.
• Full vaccination or immunity in line with CQC requirements.
• The practice strongly recommends all staff to be fully vaccinated for flu to protect themselves, patients, and other staff.