About this role
Job summary
We are looking for a Care Navigator/Receptionist to join our friendly team.
The role will be worked over 3 to 4 days per week (negotiable) and will include a late shift until 6:30 pm on Thursdays and/or Fridays. You will need to be flexible with your working hours to help cover annual leave and other absences when required.
Applicants must have excellent communication skills and be able to work effectively as part of a team, as well as under pressure.
Previous experience would be an advantage; however, it is not essential.
Main duties of the job
Welcoming and assisting patients in a friendly and professional mannerManaging appointment bookings and responding to patient queriesHandling incoming telephone calls and enquiries efficientlyProviding information about practice services and proceduresSupporting administrative functions, including data entry, filing, and correspondenceMaintaining accurate patient records and ensuring strict confidentiality at all times
About us
We are a well-established training practice in South East London, providing education and support for both GP Trainees and Student Nurses.
Our multidisciplinary team consists of:
3 GP Partners5 Salaried GPsAdvanced Nurse Practitioner (ANP)3 Practice Nurses (PNs)2 Healthcare Assistants (HCAs)Clinical PharmacistsFirst Contact PhysiotherapistMental Health NurseAn excellent administrative teamWe have a patient list size of approximately 12,500 and consistently achieve high QOF performance. The practice is rated 'Good' by the CQC.
We utilise EMIS Web and Docman 10 clinical systems.
We maintain strong working relationships with other primary care services and have active collaborative links with our local Primary Care Network (PCN) practices.
Job description Job responsibilities
To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective manner.
To provide general assistance to the practice team and project a positive, friendly and professional image to patients and other visitors, whether in person or over the telephone.
Job responsibilities:
Administration
Maintain a thorough knowledge of all practice procedures. Work in accordance with written protocols, policies and procedures. Reception
Receive patients and liaise with members of the practice team as required. Provide cover for all reception positions when necessary. Appointments
Process appointment requests for same-day and future appointments from patients who are unable to submit an online request themselves, both by telephone and in person, using the Accurx Telephone Triage System. Manage home visit requests and other patient enquiries in accordance with practice procedures and protocols. Computer and Clinical SystemsProcess patient changes of address and update computerised patient records, maintaining an awareness of the practice catchment area. Process repeat prescription requests in accordance with practice guidelines. Maintain accurate and up-to-date patient records.TelephoneDemonstrate a working knowledge of the practice telephone system during normal opening hours and out-of-hours procedures. Other DutiesEnsure rooms are cleared and tidied at the end of each working day. Assist in maintaining building security and have a thorough knowledge of doors, windows and alarm systems. Undertake any other duties appropriate to the role as requested by management. ConfidentialityPatients entrust the practice with sensitive personal and medical information. All staff are expected to respect patient privacy and maintain confidentiality at all times. In carrying out the duties of this role, the post-holder may have access to confidential information relating to patients, carers, practice staff and other healthcare professionals. All such information must be treated as strictly confidential. Information relating to patients, carers, colleagues, healthcare professionals or the practice must only be shared with authorised individuals in accordance with practice policies, procedures and data protection legislation.Health and SafetyThe post-holder will assist in promoting and maintaining their own health, safety and security, as well as that of others, in accordance with the Practice Health and Safety Policy, Health and Safety Manual, Infection Prevention and Control Policy, and related procedures.
This includes:
Using personal security systems within the workplace in accordance with practice guidelines. Identifying risks associated with work activities and undertaking those activities in a manner that manages and minimises risk. Making effective use of training opportunities to maintain and develop knowledge and skills. Following appropriate infection prevention and control procedures and maintaining a safe and tidy working environment. Reporting health and safety hazards and infection control risks immediately upon identification. Maintaining cleanliness in work areas and assisting in upholding high standards of cleanliness throughout patient and staff areas. Undertaking infection prevention and control training as required (minimum annually). Reporting any potential risks identified. Demonstrating due regard for safeguarding and promoting the welfare of children and vulnerable adults.Equality and DiversityThe post-holder will support the equality, diversity and rights of patients, carers and colleagues by:
Acting in a manner that recognises and respects people's rights, in line with practice policies, procedures and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a welcoming, non-judgemental and respectful manner towards all individuals, recognising their circumstances, feelings, priorities and rights.Personal and Professional DevelopmentThe post-holder will participate in any training programme implemented by the practice as part of their employment, including:
Participating in annual appraisal and performance review processes. Taking responsibility for maintaining a record of personal and professional development. Taking responsibility for their own learning, development and performance. Sharing knowledge and skills with colleagues undertaking similar work where appropriate.QualityThe post-holder will strive to maintain and improve quality within the practice by:
Alerting other team members to issues relating to quality and risk. Assessing their own performance and taking responsibility for their actions, either independently or under supervision. Contributing to team effectiveness by reflecting on individual and team performance and suggesting improvements. Working effectively with colleagues and external agencies to meet patients' needs. Managing their own time, workload and resources effectively.CommunicationThe post-holder will recognise the importance of effective communication and will strive to:
Communicate effectively with colleagues and members of the practice team. Communicate effectively with patients and carers. Recognise when alternative methods of communication may be required and respond appropriately.Contribution to the Implementation of ServicesThe post-holder will:
Apply practice policies, standards and guidance in their day-to-day work. Discuss with colleagues how policies, standards and guidelines may affect their role and responsibilities. Contribute positively to the ongoing development and delivery of practice services.
Person Specification
Experience Essential
Experience of working in a team Good communication skills Experience of working with members of the public Ability to work the advertised hours Familiar with email and internet use Understanding of confidentiality
Desirable
Experience of working in a GP practice Working knowledge of the EMIS clinical system and Docman Working knowledge of clinical systems Evidence of job stability
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.
Employer details Employer name The Fairfield Practice
Address 41-43 Fairfield Grove
Charlton
London
SE7 8TX
United Kingdom
Employer's website https://www.thefairfieldpractice.co.uk/ (Opens in a new tab)