Job description

Job responsibilities

The Medical Receptionist/Care Navigator plays a crucial role in supporting patients by guiding them through the healthcare system, ensuring they receive the appropriate care and services. This position involves working closely with patients, GPs, and other healthcare professionals to coordinate care and improve patient outcomes.

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required.

To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquires for the clinical team and external agencies such as secondary care and community service providers.

Patient Support: Act as the first point of contact for patients, providing information and assistance with navigating healthcare services.

Appointment Coordination: Schedule and manage patient appointments, ensuring they are booked with the appropriate healthcare professional.

Care Coordination: Work with GPs and other healthcare providers to coordinate patient care, including referrals to specialists and community services.

Information Provision: Provide patients with information about available services, health resources, and self-care management.

Communication: Maintain clear and effective communication with patients, healthcare providers, and other stakeholders.

Record Keeping: Accurately update and maintain patient records and appointment schedules.

Problem Solving: Address patient queries and concerns, escalating issues to the appropriate healthcare professional when necessary.

Generic Responsibilities

All staff at this organisation have a duty to conform to the following :

Equality, Diversity and Inclusion

A good attitude and positive action towards equality, diversity and inclusion 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.

Patient 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.

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 co-operate with employers to ensure compliance with health and safety requirements.

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.

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

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 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.

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 competencies to perform their role. All staff will be required to partake in, and complete, mandatory training as directed. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate.

Induction

We will provide a full induction programme and management will support you throughout this process.

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 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.

Person Specification

Experience

Essential

• Experience in reception, administration, customer service or a healthcare setting.

Desirable

• Previous experience in general practice or the NHS would be helpful, but full training will be provided for the right candidate.

Qualifications

Essential

• GCSE grade A to C in English and Maths
• You should have:
• Experience in reception, administration, customer service or a healthcare setting.
• Excellent verbal and written communication skills.
• A calm, helpful and professional manner.
• The ability to work effectively under pressure.
• Good IT and telephone skills.
• Strong organisational skills and attention to detail.
• The ability to work independently and as part of a wider practice team.
• A flexible approach to changing priorities.
• An understanding of confidentiality and the importance of handling information appropriately.

Desirable

• Previous experience in general practice or the NHS would be helpful, but full training will be provided for the right candidate.

Employer details

Employer name

Tower Hill Partnership Medical Practice

Address

433 Walsall Road

Perry Barr

Birmingham

B42 1BT

United Kingdom

Employer's website

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

Job description

Job responsibilities

Main purpose of the role.To support the five GP partners, to manage a busy and interesting clinical caseload. The appointee will also have the opportunity to take part in leading on key disease areas, monitoring trends in treatment, staff training and prescribing, assisting assist in developing appropriate healthcare services for a diverse, patient list, practice based commissioning, patient participation and health promotion. This is a GMS Practice.

Clinical responsibilities.

In accordance with the practice timetable, as agreed, the post-holder will make him/her-self available to undertake a variety of duties including surgery consultations and emergencies, telephone consultations and queries, triaging, visiting patients at home, checking and signing repeat prescriptions and dealing with queries, patient test results, patient medical reports and examinations e.g. Insurance Companies on behalf of the Practice, referral letters NHS/private, paperwork and correspondence in a timely manner;

Making professional, autonomous decisions in relation to presenting problems, whether self-referred or referred from other health care workers within the organisation;

Recording clear and contemporaneous I.T. based consultation notes to agreed standards;

Collecting data for audit purposes.

Out-of-hours OOH as agreed by the partnership.

Compiling and issuing computer-generated acute and repeat prescriptions avoiding hand-written prescriptions whenever possible;

Prescribing in accordance with locally agreed or national guidelines.

In general the post-holder will be expected to undertake all the normal duties and responsibilities associated with a GP working within primary care.

Other responsibilities with the Practice.

Teaching and training of doctors and nurses.

Awareness of and compliance with all relevant practice policies and guidelines, e.g. prescribing, confidentiality, data protection, health and safety, annual QOF Assessment of the Practice.

A commitment to life-long learning and audit to ensure evidence-based best practice.

Keep a portfolio.

Contributing to evaluation and audit and clinical standard setting within the organisation.

Contributing to the development of computer-based patient records.

Attending training, Practice Meetings and events organised by the practice or other agencies, where appropriate.

Meet all tight timescales/deadlines for audits and written returns to ensure that the Practice meets quality standards and receives the designated funding e.g. Quarterly Enhanced Services returns, annual QOF audit etc.

Person Specification

Experience

Essential

• Chronic disease management
• Primary prevention and screening services
• Clinical Governance
• Delivery of QoF targets
• Self audit and reflection
• Organised and efficient in record keeping and completion of paperwork
• Time management being able to prioritise work and work under pressure
• Computer literacy

Desirable

• Experience of working with EMIS Web
• Adaptability to change
• Service Development

Qualifications

Essential

• Fully qualified GP with GMC registration
• Annual appraisal and revalidation when appropriate
• General practice Vocational Training Scheme trained
• On a PCT medical performers list
• Enhanced CRB check
• UK driving licence
• Current CPR certificate
• UK work permit if required
• Medical defence union cover

Desirable

• Evidence of continued professional development
• MRCGP
• Experience of teaching undergraduate students
• Palliative care

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

Tower Hill Partnership Medical Practice

Address

433 Walsall Road

Perry Barr

Birmingham

B42 1BT

United Kingdom

Employer's website

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