About this role
Job summary
Due to the massive increase of demand for services, a position has become available for an enthusiastic Care Navigator/Receptionist. The role requires a self-motivated, disciplined individual to assist with the day-to-day smooth running of the practice. The chosen candidate must have excellent interpersonal skills, be a superb communicator both written and verbally and be flexible and adaptable in their approach to work within the team.
The successful candidate will be working with the public face to face and over the telephone to provide a high level of care and customer service to patients by booking appointments, dealing with general enquiries and navigating to appropriate services. Candidates will also provide administrative support to clinical colleagues.
You will have a caring and courteous manner but focused on the task and enjoy working with a wide variety of people. The successful candidate will also be required to work at times unsupervised and display initiative when resolving queries.
This post requires you to be organised and adaptable with excellent IT skills as well as a can do attitude. Experience of INPS Vision Clinical System would be an advantage.
Main duties of the job
The successful candidate will be working with the public face to face and over the telephone to provide a high level of care and customer service to patients by booking appointments, dealing with general enquiries and navigating to appropriate services. Candidates will also provide administrative support to clinical colleagues.
About us
Due to the massive increase of demand for services, a position has become available for an enthusiastic Care Navigator/Receptionist. The role requires a self-motivated, disciplined individual to assist with the day-to-day smooth running of the practice. The chosen candidate must have excellent interpersonal skills, be a superb communicator both written and verbally and be flexible and adaptable in their approach to work within the team.
The successful candidate will be working with the public face to face and over the telephone to provide a high level of care and customer service to patients by booking appointments, dealing with general enquiries and navigating to appropriate services. Candidates will also provide administrative support to clinical colleagues.
You will have a caring and courteous manner but focused on the task and enjoy working with a wide variety of people. The successful candidate will also be required to work at times unsupervised and display initiative when resolving queries.
This post requires you to be organised and adaptable with excellent IT skills as well as a can do attitude. Experience of INPS Vision Clinical System would be an advantage.
Job description Job responsibilities
MAJOR DUTIES AND RESPONSIBILITES OF THE POST:
Reception Duties
Monitor flow of patients into consulting and treatment rooms.
Ensure that patients without appointments but who need an urgent consultation "areseen in a logical and non-disruptive manner.
Explain practice arrangements and formal requirements to new patients and thoseseeking temporary cover, ensure procedures are completed.
Advise patients relevant charges for private services, accept payment and issue receipt for same.
Respond to all queries and requests for assistance from patients and other visitors.
In conjunction with the Repeat Prescribing Officer ensure that requests forprescriptions are actioned where possible within the stated time period.
Ensure reception and waiting areas are kept neat and tidy. Have full knowledge of Practice Complaints Procedure and monitor itsimplementation.
Management of Appointment Systems
Ensure total familiarity with all appointment systems in effect including regularand incidental variations.
Book appointments and recalls ensuring sufficient information is recorded to retrievemedical record.
Monitor effectiveness of the system and report any problems or variations required.
Management of Medical Records
Inputting of appropriate medical information onto practice computer systemaccurately from various sources such as hospital letters.
Input information onto the computer at request of GP or Nurse.
Operation of telephone system
Receive and make calls as required. Divert calls and take messages asappropriate.
Give out test results to patients when requested.
Start and end of day procedures
Open up premises at the start of the day and make all necessary preparation to receive patients.
Secure premises at end of day, ensure the building is totally secured, internal lights off and alarm activated.
Management of computer system
Maintain strict security, confidentiality, accuracy and integrity of the Practice computer system. (N.B. This is a legal as well as a contractual obligation).
IT
Ensure all hardware and software in full working order. Deal with any problems as they arise
Ensure security / confidentiality of computer system.
Ensure email system is working adequately
Any other delegated duties considered appropriate to the post
Special requirements of the post:
An understanding, acceptance and adherence to the need for strict confidentiality.
An ability to use own judgement, resourcefulness, common sense and localknowledge, to respond to patients enquiries and requests.
Excellent communication skills.
Person Specification
Qualifications Essential
Basic numeracy and literacy skills, e.g. GCSE / O Level English and Maths Experience in working with public in busy environment and within a multi disciplinary team Ability to follow instructions Ability to work as part of a team Good communication and interpersonal skills Ability to use the key board Friendly courteous approach Ability to empathise with patients when appropriate Ability to exercise initiative whilst working under pressure Ability to handle patients queries efficiently with diplomacy and tact
Desirable
Experience in working within a busy general practice setting Good organisational skills Ability to use Vision clinical system Secretarial skills
Experience Essential
Experience in working with public in busy environment and within a multi disciplinary team
Desirable
Experience in working within a busy general practice setting
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 ST ANDREWS SURGERY
Address 1 DE WINTON STREET
TONYPANDY
RHONDDA
MID GLAMORGAN
CF40 2QZ
Employer's website http://www.standrewssurgery.wales.nhs.uk/home (Opens in a new tab)