Reception Care Navigator

The following are the core responsibilities of the

Receptionist. There may be, on occasion, a requirement to carry out other

tasks. This will be dependent upon factors such as workload and staffing

Levels

a. Maintain and monitor the practice triage and appointment

system

b. Process personal, telephone and e-requests for

appointments

c. Answer incoming phone calls, transferring calls or

dealing with the callers request appropriately, recording the contact in the

patient record

d. Signpost patients to the correct service where

appropriate

e. Initiating contact with and responding to, requests from

patients, team members and external agencies

f. Clinically code data on EMIS.

g. Photocopy documentation as required

h. Ensure new and temporary registrations and relevant

patient information is passed to the registrations administrator as required

i. Input data into patients healthcare records as necessary

j. Direct requests for information, i.e., SAR,

insurance/solicitors letters and DVLA forms to the administrative team

k. Manage all queries as necessary in an efficient manner

l. Carry out system searches as requested

m. Maintain a clean, tidy, effective working area at all

times

n. Monitor and maintain the reception area and notice boards

o. Support all clinical staff with general tasks as

requested

Generic responsibilities

All staff at Clayton Medical Centre have a duty to conform

To the following

Equality, Diversity and Inclusion

A good attitude and positive action towards Equality

Diversity & Inclusion (ED&I) creates an environment where all

individuals can achieve their full potential. Creating such an environment is

important for three reasons it improves operational effectiveness; it is

morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated

fairly and be routinely involved in decisions about their treatment and care.

They can expect to be treated with dignity and respect and will not be

discriminated against on any grounds including age, disability, gender

reassignment, marriage and civil partnership, pregnancy and maternity, race,

religion or belief, sex or sexual orientation.

Patients have a responsibility to treat other patients and

our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and

career progression. Staff can expect to work in an environment where diversity

is valued, and equality of opportunity is promoted. Staff will not be

discriminated against on any grounds including age, disability, gender

reassignment, marriage and civil partnership, pregnancy and maternity, race,

religion or belief, sex or sexual orientation. Staff have a responsibility to

ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This organisation is committed to supporting and promoting

opportunities for staff to maintain their health, wellbeing and safety.

The post holder is to manage and assess risk within the

areas of responsibility, ensuring adequate measures are in place to protect

staff and patients and monitor work areas and practices to ensure they are safe

and free from hazards and conform to health, safety and security legislation,

policies, procedures and guidelines.

All personnel have a duty to take reasonable care of health

and safety at work for themselves, their team and others and to cooperate with

employers to ensure compliance with health and safety requirements.

All personnel are to comply with the

Health and Safety at Work Act 1974,

Environmental Protection Act 1990,

Environment Act 1995,

Fire Precautions (workplace) Regulations 1999

Coronavirus Act 2020

Other statutory legislation which may be brought to the post

holders attention.

Confidentiality

The organisation is committed to maintaining an outstanding

confidential service. Patients entrust and permit us to collect and retain

sensitive information relating to their health and other matters pertaining to

their care. They do so in confidence and have a right to expect all staff will

respect their privacy and maintain confidentiality.

It is essential that, if the legal requirements are to be

met and the trust of our patients is to be retained, all staff must protect

patient information and provide a confidential service.

Quality and Continuous Improvement (QCI)

To preserve and improve the quality of this organisations

outputs, all personnel are required to think not only of what they do but how

they achieve it. By continually re-examining our processes, we will be able to

develop and improve the overall effectiveness of the way we work.

The responsibility for this rests with everyone working

within the organisation to look for opportunities to improve quality and share

good practice and to discuss, highlight and work with the team to create

opportunities to improve patient care.

Clayton Medical Centre continually strives to improve work

processes which deliver healthcare with improved results across all areas of

our service provision. We promote a culture of continuous improvement where

everyone counts, and staff are permitted to make suggestions and contributions

to improve our service delivery and enhance patient care.

Staff should interpret national strategies and policies into

local implementation strategies that are aligned to the values and culture of

general practice.

All staff are to contribute to investigations and root cause

analyses whilst participating in serious incident investigations and

multidisciplinary case reviews.

Induction

At Clayton Medical Centre, you will be required to complete

the induction programme and the practice management team will support you

throughout the process.

Learning and development

The effective use of training and development is fundamental

in ensuring that all staff are equipped with the appropriate skills, knowledge,

attitude and competences to perform their role. All staff will be required to

partake in, and complete mandatory training as directed by the management team.

It is an expectation for this post holder to assess their own learning needs

and undertake learning as appropriate

The post holder will, where appropriate and requested to do

so by a line manager, undertake mentorship for team members and disseminate

learning and information gained to other team members to share good practice

and inform others about current and future developments (e.g., courses and

conferences).

The post holder will provide an educational role to

patients, carers, families and colleagues in an environment that facilitates

learning.

Collaborative working

All staff are to recognise the significance of collaborative

working and understand their own role and scope and identify how this may

develop over time. Staff are to prioritise their own workload and ensure

effective time-management strategies are embedded within the culture of the

team.

Teamwork is essential in multidisciplinary environments and

the post holder is to work as an effective and responsible team member,

supporting others and exploring the mechanisms to develop new ways of working

and work effectively with others to clearly define values, direction and

policies impacting upon care delivery

Effective communication is essential, and all staff must

ensure they communicate in a manner which enables the sharing of information in

an appropriate manner.

All staff, if directed to do so should delegate clearly and

appropriately, adopting the principles of safe practice and assessment of

competence.

Plans and outcomes by which to measure success should be

agreed.

Managing information

All staff should use technology and appropriate software as

an aid to management in the planning, implementation and monitoring of care and

presenting and communicating information.

Data should be reviewed and processed using accurate

SNOMED/read codes to ensure easy and accurate information retrieval for

monitoring and audit processes.

Service delivery

Staff will be given detailed information during the

induction process regarding policy and procedure.

The post holder must adhere to the information contained

within the organisations policies and regional directives, ensuring protocols

are always adhered to.

Security

The security of the organisation is the responsibility of

all personnel. The post holder must ensure they always remain vigilant and

report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the

door locks with anyone and are to ensure that restricted areas remain

effectively secured. Likewise, password controls are to be maintained and are

not to be shared.

Professional conduct

All staff are required to dress appropriately for their

role.

Leave

All personnel are entitled to take leave and are encourage

to spread this throughout the year. Leave cannot be carried over.

Primary key responsibilities

The following are the core responsibilities of the

Receptionist. There may be, on occasion, a requirement to carry out other

tasks. This will be dependent upon factors such as workload and staffing

Levels

a.Maintain and monitor the practice appointment system

b.Process personal, telephone and e-requests for

appointments

c.Answer incoming phone calls, transferring calls or dealing

with the callers request appropriately, recording the contact in the patient

record

d.Signpost patients to the correct service

e.Initiating contact with and responding to, requests from

patients, team members and external agencies

f.Clinically code data on EMIS.

We are looking to add a highly motivated, patient focused,

hard working receptionist (Care Navigator) to join our "Modern General

Practice" team.

Having moved to the "Modern General Practice"

appointment model you will be required to assist patients to navigate the system,

which involves an online request form and the duty GP allocating appointments

according to medical needs.

No more 8am rush and no more having to tell patients that we

have no appointments left early each day.

We are a medium size family practice with around 6500

patients in the Clayton-le-Moors area. We work well as a team and are

passionate about enhancing care and services for our patients from the

beginning to the end of life.

We are also a training practice and offer opportunities for

future generations of Doctors, GP's and Nurses.

Experience

Qualifications

Qualifications

Experience

Other

Skills, behaviours and Knowledge

Personal Qualities