Job Description
Working within the Manor Park Surgery (Bramley) reception team, the post holder will help provide a friendly and welcoming service for all patients. The Care Navigator will support patients to access the right health care in a professional and efficient manner. Follow practice processes to actively signpost patients to the most appropriate healthcare professional and service, whilst handling any complex queries and challenging situations in a professional manner, ensuring any issues are resolved where possible, at the first point of contact. Assist both clinical and admin colleagues with the smooth running of the reception area and surgery building.
- The post-holder is expected to comply with the employment policies and procedures, with due regard to clinical and information governance policies and procedures, and any other policies and procedures necessary for the safe and effective discharge of the duties contained within this document.
This job description is subject to a flexibility clause and may change according to business requirements.
MAIN DUTIES AND RESPONSIBILITIES
- To welcome patients presenting either in person or by telephone; ensuring you respond promptly and positively.
- Book appointments for patients and cancel appointments where needed.
- Support patients in navigating to the most appropriate service, which may include informing patients of external health care providers and online services.
- Effectively handle all queries that present at the practice; problem solving, signposting and escalation of matters, as appropriate.
- Ensure patient records are accurate and kept up to date and that all patient contacts are documented in the system using the Care Navigation Template.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare providers.
- Carrying out administrative duties which include scanning, tasks, out of hours reports, new patient registrations (including basic urine dip), opening and sorting of post (both internal and external), photocopying reports, updating patient details, filing INR reports and data inputting as requested.
- Processing medication requests, including issuing repeat medication and appliance items, as well as forwarding patient requests onto the practice pharmacy team/on-call GP.
- Communicating effectively with local pharmacy staff and resolving/investigating any queries they may have.
- Processing e-consults via system one and triaging the patient accordingly using signposting where necessary.
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols.
- Carry out chronic disease recalls and vaccination campaigns, booking relevant appointments working from a list to ensure clinics are fully utilised
- Informing patients of test results and following up with instructions from clinicians.
- Keeping the reception area and notice boards clean, tidy and up to date.
- Taking payments for private documents from patients and providing receipts
- Support all clinical staff with general tasks as required.
- Assisting the Site Co-ordinator with weekly fire alarm checks and weekly/monthly legionella testing, when required.
- Assisting the Site Co-ordinator with weekly room plans and petty cash records, when required.
- To be able to work with people from a wide variety of cultures and backgrounds, and people with disabilities and learning difficulties, and to be able to communicate with them (and, when necessary, their carers) appropriately to facilitate their care and understanding of their care within the service.
- Attend and positively contribute to team meetings.
- Fully comply with all company Health and Safety requirements, including reporting all accidents, near accidents, and hazards.
- Treat all patients fairly and with respect.
- Provide cover across all sites as required
This is not an exhaustive list, and it is expected that this role will develop as the business grows.
PERSONAL SPECIFICATION
- Excellent Customer Service experience
- Computer literate in Word and Outlook
- Good Listening skills and attention to detail and accuracy
- Professional verbal and written communication skills are essential
- Excellent command of spoken and written English
- Able to demonstrate flexibility and adaptability in a changing environment
- Able to work constructively with internal and external parties to resolve issues
- Ability to work under pressure while maintaining a positive professional attitude
- Ability to work as part of the team
- Able to multi-task
- Knowledge of medical terminology (desirable)
Job Types: Full-time, Part-time
Part-time hours: 25-37.5 per week
Salary: £9.50-£9.90 per hour
Schedule:
COVID-19 considerations:
Masks maybe required in surgery
Ability to commute/relocate:
- LEEDS, LS13 2UP: reliably commute or plan to relocate before starting work (required)
Work Location: One location