Patient Care Navigator (Receptionist)
Job Description
Job summary
Job 1: Long Ashton Surgery (16hrs)
Tuesday 8.00am-1.30pm (5.5hrs), Wednesday 1.30pm-6.30pm (5hrs), Thursday 8.00am-1.30pm (5.5hrs)
Job 2: All Sites (29hrs)
Monday 8.00am-2.00pm (6hrs), Tuesday 1.30pm-6.30pm (5hrs), Wednesday 8.00am-2.00pm (6hrs), Thursday 12.30pm-6.30pm (6hrs) and Friday 8.00am-2.00pm (6hrs)
Candidates will need to be a team player with a passion for giving excellent customer service. Phone and reception experience, a good level of keyboard and IT skills and the ability to demonstrate a good command of spoken and written English are essential for the above position.
Previous experience gained within the NHS, along with a working knowledge of EMIS and medical terminology is preferred. Some early morning/evening work will be required along with the occasional Saturday.
Main duties of the job
The purpose of the role is to:
The main focus of the role is to manage the throughput of patients on behalf of the practice; to manage as appropriate the appointments for all clinical staff either face-to-face or by 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 clerical support to clinical staff and other members of the Practice team
Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies
About us
Tyntesfield Medical Group in North Somerset is a 13 Partner General Practice with a patient list size currently of around 35,000 split across four sites: Tower House Medical Centre, Brockway Medical Centre, Backwell Medical Centre and Long Ashton Surgery.
We are a friendly and accessible team providing excellent healthcare in our community. We provide a professional, safe, supportive, and efficient working environment for everyone in the practice. We are a forward-thinking organisation with a strong emphasis on teamwork and patient-centred care.
Job responsibilities
- Opening up and locking-up of Practice premises and maintaining security in accordance with Practice protocols
- Maintaining and monitoring the Practice appointments system
- Processing inbound and outbound telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Processing and distributing incoming (and outgoing) mail
- Taking messages and passing on information
- Arranging recall of patients e.g. annual reviews
- Filing and retrieving paper records
- Liaise with the prescription hub in order to process 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
- Scan documents
- Manage the charges for non NHS work undertaken by the practice including taking payment by cash / cheque / card
- Ensure tasks work cleared daily
- Efficiently communicate and handover information to colleagues at the end of your shift
- Providing clerical assistance to Practice and associated NHS staff
- Ordering, re-ordering and monitoring of stationery and other supplies in accordance with Practice guidelines
- 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, noticeboards and leaflet dispensers tidy and free from obstructions and clutter
- Any other duties as reasonably requested
- Mentoring of new staff in induction programme
- To participate in mandatory training, IPDR, and personal development plans to learn new skills as part of self-development
- Cleaning of reception area
- Entering BP results onto the clinical system
Person Specification
Personal Attributes
Essential
- Adaptability and flexibility
- Accuracy
- Working as part of a team
- Ability to work under pressure
- Trustworthy and reliable
Experience
Essential
- Experience of patient or customer service, ideally customer-facing
- Experience of working in a telephone environment
- Experience of reception work
Desirable
- Previous NHS experience
Qualifications
Essential
- Demonstrates a good standard of written and spoken English
Desirable
- Minimum of 3 GCSEs or equivalent Grade C4 or above
Skills and Knowledge
Essential
- Customer service skills
- Good keyboard and IT skills literate with Microsoft Word and Outlook, and able to adapt to using third-party software
- Good written and verbal communication skills
Desirable
- Understanding of medical terminology
- Understanding of 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.
Employer details
Employer name
Tyntesfield Medical Group
Address
Tower House Medical Centre
Stock Way South
Nailsea
Bristol
BS48 2XX
United Kingdom
