Reception/care navigatorNHS

Job summary

Downton Road Surgery are looking to appoint a highly motivated Receptionist/Care Navigator to enhance and support our hardworking & friendly reception team.

This post is for a part time position of 20 hours

Main duties of the job

Being a first point of contact for our patients, whether it be face to face or by the telephone, to offer support and guidance on choosing the right service at the right time.

Dealing with administrative tasks behind the scenes, processing incoming documents from third parties, prescriptions, GP Requests and much more.

Job description

Primary Responsibilities

The following are the core responsibilities for the role. 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. Identify and book appointments and home visits in line with practice protocols.

c. Process personal, telephone and e-requests for appointments.

d. Deal with angry and stressed people safely and appropriately as they present in person or by telephone.

e. Answer incoming telephone calls, transferring calls or dealing with the callers request appropriately.

f. Understand how to prioritise patients in need of urgent medical attention who present to reception in person or by telephone and direct them appropriately.

g. Deal with requests from patients and clinical team members for emergency calls, following protocols and dialling 999 as required.

h. Signpost patients to correct services.

i. Process incoming and outgoing mail.

j. Initiating contact with and responding to, requests from patients, team members and external agencies.

k. Liaising with external agencies such as hospitals and community services.

l. Photocopy documentation as required.

m. Data entry of new and temporary registrations and relevant patient information as required.

n. Input data into the patients healthcare records as necessary.

o. Process requests for information including Subject Access Requests (SARs), insurance and solicitors letters and DVLA forms, etc. to the administration team.

p. Advise patients of relevant charges for private services and accept payments in line with practice protocols.

q. Manage all queries (including administrative queries) as necessary in an efficient manner.

r. Maintain a clean, tidy, effective working area.

s. Monitor and maintain the reception area.

t. Support all clinical staff with general tasks as requested.

u. Assist with any other duties that may be required to ensure the smooth running of the practice.

Secondary Responsibilities

In addition to the primary responsibilities, the receptionist may be requested to:

a. Partake in Significant Event Analysis as required.

b. Participate in performance review and annual appraisal.

c. Support other reception and administrative staff, providing cover during staff absences.

d. Complete opening and closing procedures in accordance with the duty rota and protocols.

About us

We are a busy, enthusiastic and good humoured practice. The work is diverse and stimulating and we have a strong, supportive and hard-working team with all work commitments distributed on a fair shares basis.