Receptionist - Care Navigator - Administrator

Mission Statement

Patient care is our top priority; every patient is unique and entitled to receive the highest standards of care available. We are proud to have the backing of our patients who have voted us top in Trafford for the past 5 years running, in the patient survey. We are responsive to the needs of our patient population and strive to deliver high quality care whilst keeping up with new developments in medicine and recognising the need for sustainable healthcare. We are keen to reflect and learn from our individual practices and those of the wider healthcare team within Riddings Family Health Centre. Through continuous audit and assessment, we hope to continue to improve our services to patients.

We are looking for a new member to join our small and friendly team. The ideal candidate will have previously worked in a GP Practice and have experience with EMIS and Docman as well as an excellent telephone manner. This is a varied role and the ideal candidate will be adaptable and enjoy working as part of a happy team as well as the ability to show initiative. You must be flexible and available to work between the core hours of 08:00 \- 18:30 and available for cover for annual leave if required.

Job Summary

We are a small and friendly busy GP Practice

The post\-holder is a Receptionist – Care Navigator \- Administrator

The Receptionist will 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, the effective use of the appointment system, booking appointments, the processing of information (electronic and hard copy) in a timely manner and in accordance with current policies, assisting patients as required and supporting the administration team with patient registration.

The post\-holder will act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi disciplinary team members and external agencies such as secondary care and community service providers.

The Receptionist will support staff with the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers. The post\-holder will be an integral part of the general practice team.

Duties

• The following are the core responsibilities of a Receptionist / administrator in delivering health services. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:


• Accurately detail information on patients records within the clinical system


• Maintain and monitor the practice appointment system


• Process personal, telephone and e\-requests for appointments


• Assist with total triage administration


• Answer incoming phone calls, transferring calls or dealing with the callers’ request appropriately


• Signpost patients to the correct service


• Initiate contact with and respond to, requests from patients, team members and external agencies


• Photocopy documentation as required


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


• Input data into patients’ healthcare records as necessary


• Direct requests for information, i.e., DSAR, insurance/solicitors’ letters and DVLA forms to the administrative team


• Manage all queries as necessary in an efficient manner


• Carry out system searches as requested


• Support all clinical staff with general administrative tasks as requested


• Undertake a broad spectrum of administrative duties commensurate with the role


• Be an integral part of the general practice team


• Act as a chaperone as required


• Be aware of duties and responsibilities regarding current legislation and adhere to practice policies and procedures on safeguarding adults and safeguarding children


• Support in the delivery of enhanced services and other service requirements


• Undertake all mandatory training and induction programmes


• Contribute to and embrace the spectrum of clinical governance


• Maintain a clean, tidy, effective working area at all times


• Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed


• Undertake call and re\-call duties for QOF, Enhanced Services and other Schemes as required.


• Any other duties deemed necessary for the smooth running of the organisation.

The Receptionist has the following wider responsibilities:

• Support administrative staff, providing cover during staff absences and attend Protected Learning Time monthly or more frequently if required. Also attend and contribute to Practice Meetings when required.


• Action incoming emails and correspondence as necessary


• Scan patient related documentation and attach scanned documents to patients’ healthcare records


• Participate in local initiatives to enhance service delivery and patient care


• Support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently


• Support and participate in shared learning

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 \& 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.

The postholder will support the equality, diversity and rights of patients, carers and colleagues to include:

• Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with practice policies and procedures and current legislation.


• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.


• Behaving in a manner which is welcoming to the individual and is non\-judgmental and respects their circumstances, feelings, priorities and rights.

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

The post holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practices Health and Safety Policy to include:

• Using personal security systems within the workplace according to Practice guidelines.


• Identifying risks involved in work activities and undertaking such activities in a way that manages those risks.


• Making effective use of training to update knowledge and skills


• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards


• Reporting potential risks identified.

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 at all times. 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 (CI)

To preserve and improve the quality of the organisation’s 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 practi

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