Job description

Job responsibilities

South Street Surgery

Job Title

Receptionist / Care Navigator

Responsible To

Practice Manager

Job Purpose

To provide a professional, efficient and friendly reception and administrative service to patients, doctors, nursing staff and the wider practice team. The Receptionist/Care Navigator will act as the first point of contact for patients, helping them access the most appropriate healthcare professional or service in a timely manner whilst ensuring confidentiality and excellent customer care at all times.

Main Duties and Responsibilities

Reception Duties

• Welcome patients and visitors to the surgery in a courteous and professional manner.

• Deal with patient enquiries both face to face and via telephone.

• Book, amend and cancel appointments in accordance with practice protocols.

• Signpost patients to the most appropriate clinician, healthcare professional or external service.

• Manage requests for home visits and relay information appropriately.

• Process patient arrivals and maintain accurate appointment records.

• Receive and accurately record messages for clinicians and other members of the practice team.

• Handle difficult or sensitive situations calmly and professionally.

Care Navigation

• Support patients in accessing the right service at the right time.

• Use agreed care navigation protocols to direct patients appropriately.

• Promote and encourage the use of online services where suitable.

• Provide information regarding practice services and local healthcare services.

Administrative Duties

• Process incoming and outgoing correspondence.

• Scan and file documents accurately within the clinical system.

• Process prescription requests in line with practice procedures.

• Maintain accurate patient records and update demographic details when required.

• Support clinicians and managers with general administrative tasks.

• Action tasks and workflow items within agreed timescales.

Communication

• Communicate effectively with patients, carers, colleagues and external agencies.

• Work collaboratively as part of the wider practice team.

• Maintain confidentiality at all times in accordance with GDPR, practice policy and NHS guidance.

IT and Systems

• Use practice computer systems efficiently and accurately.

• Undertake data entry and administrative processing as required.

• Report any IT or system issues appropriately.

Health & Safety

• Follow practice health and safety procedures at all times.

• Assist in maintaining a safe environment for patients, staff and visitors.

• Report accidents, incidents or hazards promptly.

General Responsibilities

• Attend training and team meetings as required.

• Participate in mandatory training updates.

• Maintain a professional appearance and manner.

• Undertake any other reasonable duties appropriate to the role.

Person Specification

Essential Criteria

• Excellent communication and interpersonal skills.

• Good telephone manner and customer service skills.

• Ability to work calmly under pressure in a busy environment.

• Good organisational skills and attention to detail.

• Basic IT skills and ability to learn new systems.

• Ability to work both independently and as part of a team.

• Understanding of confidentiality and data protection.

Desirable Criteria

• Previous reception or customer service experience.

• Experience working within a GP practice or healthcare environment.

• Knowledge of clinical systems such as EMIS Web.

• Experience of appointment management and care navigation.

Working Conditions

• The post holder will be required to work flexibly to meet the needs of the practice.

• The role may involve periods of prolonged computer and telephone use.

• Occasional cover for colleagues during sickness or annual leave may be required.

Equality and Diversity

South Street Surgery is committed to equality of opportunity and welcomes applications from all sections of the community.

Confidentiality

In the course of seeking treatment, patients entrust us with sensitive information relating to their health and other matters. Employees must maintain strict confidentiality at all times in accordance with practice policy, GDPR and NHS regulations.

Disclosure and Barring Service (DBS)

This post may be subject to a DBS check in accordance with current legislation and practice requirements.

Person Specification

Experience

Essential

• Experience of working in a customer service or reception-based role
• Experience of handling confidential and sensitive information
• Experience of working in a busy environment and managing competing demands
• Experience using computer systems, email and data entry accurately
• Experience of communicating effectively both face to face and over the telephone

Desirable

• Experience of working in a healthcare environment
• Experience of dealing with the public in a professional and compassionate manner
• Experience of working as part of a team

Qualifications

Essential

• Good standard of general education
• Basic IT and keyboard skills
• Ability to communicate effectively both verbally and in writing
• Understanding of confidentiality and data protection requirements
• Ability to work as part of a team and manage workload effectively in a busy environment

Desirable

• NVQ Level 2 or 3 in Business Administration, Customer Service or Health & Social Care
• Previous training in customer service or reception work
• Care Navigation training or experience
• Experience using clinical systems such as EMIS Web
• Additional administrative or healthcare-related qualifications

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

GP Practice in Wales

Address

The Surgery

South Street

BARGOED

Mid Glamorgan

CF81 8SU

United Kingdom

Employer's website

https://gpwales.co.uk (Opens in a new tab)

Job description

Job responsibilities

The role will include the usual range of general practice work, including:

• Routine and urgent patient consultations
• Management of long-term conditions
• Home visits where clinically appropriate
• Prescription and medication management
• Reviewing results and correspondence
• Participation in clinical meetings and practice development
• Working collaboratively with the wider multidisciplinary team
• Contributing to high standards of clinical governance and patient care

We are keen to support individual clinical interests and would welcome someone who would like to become involved in the ongoing development of the practice.

Person Specification

Qualifications

Essential

• Full GMC registration with licence to practice.
• Included on the NHS England Medical Performers List, or eligible for inclusion.
• Qualified GP with MRCGP or equivalent recognised qualification.

Desirable

• Additional relevant postgraduate qualifications.

Experience

Essential

• Experience of working in UK General Practice.
• Previous experience as a Salaried GP.
• Ability to manage a varied primary care workload safely and independently.

Desirable

• Experience of working within a multidisciplinary primary care team.

Professional

Essential

• Commitment to continuing professional development and maintaining revalidation requirements.
• Understanding of confidentiality, information governance and clinical governance.
• Reliable, flexible and able to contribute positively to the practice team.

Desirable

• Interest in service development and quality improvement.
• Interest in teaching and training.
• Interest in research.

IT & Organisation

Essential

• Good general IT skills and ability to use electronic clinical records
• Good organisational and time-management skills

Desirable

• Experience of SystmOne

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

South Street Surgery

Address

South Street

Ilkeston

Derbyshire

DE7 5PZ

United Kingdom

Employer's website

https://www.southstreetsurgery.nhs.uk/ (Opens in a new tab)