About this role
Job summary
South Queen Street Medical Centre are looking to appoint a care navigator/ receptionist to join our busy GP practice who will be the first point of contact for patients, contractors, and visitors as well as carrying out general office management tasks.
Working pattern 5 hours per day, 5 days a week, alternate weekly am & pm shifts, 8am-630pm. Flexibility and overtime will be required for this role.
Main duties of the job
You will be responsible for the general reception duties within the Practice and work with our established processes, policies, and procedures to provide a comprehensive high-quality service and deal efficiently and courteously with patient enquiries.
You will receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
You will provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
You will have excellent communication skills, a compassionate and friendly nature who can operate in a busy environment with a range of people and professions, as you will be working with our clinical and administration teams.
This role is ideal for someone who is highly organised and an effective communicator who can provide a professional and warm welcome to our patients, ensuring every contact is of the highest quality.
IT skills are essential, as you will be regularly creating searches, data input and monitoring our achievements and progress against national, local, and internal targets. You will also process prescription requests and provide a full administrative service.
GCSE grade C or above in English and Maths is essential for this role.
About us
South Queen Street Medical Centre is situated in the market town of Morley which is conveniently located for access to the M62 motorway.
We are a training practice with a current list size of 5000 patients. Our clinical team comprises of 1 GP Senior Partner, 2 Salaried GP's , 1 ANP , 2 Practice Nurses, 1 Pharmacist, and a Healthcare assistant as well as a supportive and dedicated administrative team.
Job description
Job responsibilities
Key Duties and Responsibilities
Patient Reception and Customer Service
- Act as the first point of contact for patients, visitors and healthcare professionals, both face-to-face and over the telephone.
- Welcome patients in a friendly, respectful and professional manner.
- Respond to general enquiries and provide accurate information about practice services, opening hours and appointment procedures.
- Deal sensitively with patients who may be anxious, distressed, frustrated or experiencing difficult personal circumstances.
- Maintain a clean, organised and welcoming reception and waiting area.
- Manage challenging situations professionally and escalate complaints or concerns to the appropriate member of the practice team.
Care Navigation and Appointment Management
- Handle patient requests for appointments, advice and access to healthcare services by telephone and in person.
- Use approved care navigation protocols to direct patients to the most appropriate clinician or service, including GPs, practice nurses, clinical pharmacists, physiotherapists and other available services where appropriate.
- Gather relevant non-clinical information to help determine the appropriate appointment pathway, without attempting to diagnose medical conditions.
- Book, amend and cancel appointments using the practices clinical computer system.
- Identify potentially urgent concerns in accordance with practice procedures and promptly escalate them to a clinician.
- Provide information about alternative services, such as NHS 111, where appropriate and in accordance with practice guidance.
- Maintain accurate records of patient contacts and appointment requests.
Telephone and Administrative Duties
- Answer incoming telephone calls promptly and manage a busy call queue efficiently.
- Handle patient messages and ensure they are passed to the appropriate member of the clinical or administrative team.
- Process repeat prescription requests in accordance with practice policies and direct medication queries to the appropriate professional.
- Register new patients and update demographic details, contact information and other relevant records.
- Manage incoming and outgoing post, emails and electronic communications.
- Assist with administrative tasks, including recalling patients for appointments, supporting clinical audits and maintaining accurate practice records.
- Monitor outstanding administrative tasks and follow up requests within agreed timescales.
Clinical Systems and Data Management
- Use the practices electronic clinical system, SystmOne, to access and update patient information.
- Ensure patient details, appointment information and messages are recorded accurately and promptly.
- Handle sensitive patient information securely and maintain strict confidentiality at all times.
- Comply with UK GDPR, data protection legislation, information governance requirements and practice policies.
- Follow procedures for accessing, storing and sharing patient information appropriately.
Teamwork and Practice Support
- Work collaboratively with GPs, nurses, healthcare assistants, pharmacists, care coordinators and administrative colleagues.
- Attend staff meetings and training sessions as required.
- Support colleagues during busy periods and assist with the day-to-day organisation of reception services.
- Follow practice policies relating to health and safety, infection prevention, safeguarding and equality and diversity.
- Report incidents, risks and concerns to the appropriate manager.
- Undertake other reasonable duties appropriate to the role to support the effective operation of the practice.
Training and Development
The successful candidate will receive induction and training appropriate to the role, including practice procedures, clinical systems, information governance, confidentiality, safeguarding, health and safety and care navigation. Ongoing training and development will be encouraged to support the delivery of a safe, efficient and high-quality patient service.
Personal Qualities
We are looking for someone who is approachable, empathetic, dependable and proactive. The successful candidate must demonstrate patience, discretion and professionalism when dealing with sensitive situations and be committed to treating every patient with dignity, respect and fairness.
Working Conditions
The postholder will work within a busy GP practice and may be required to work flexibly according to the needs of the service. Working hours, salary, annual leave and other employment terms will be confirmed during recruitment.
Person Specification
Experience
Essential
- General office skills, photocopier, scanning, shredding
- Awareness of Data Protection Act and need for confidentiality of Information
- Attention to detail, able to work accurately, identifying errors quickly and easily
- Excellent understanding of data protection and confidentiality issues
- Excellent verbal and written communication skills with team members, patients, carers, and other healthcare professionals, with the ability to adjust communication style
- Committed to own continuing personal development and an ability to support others to develop and progress
- Ability to remain calm, courteous and effective in a busy environment.
Desirable
- Experience of working in a medical or primary care setting
- Computer literate with an ability to use the required GP clinical systems
- Has a planned and organised approach with an ability to prioritise their own workload to meet strict deadlines
Qualifications
Essential
- GCSEs at grade C or equivalent (or 4-9), including English and Maths
Desirable
- Training in administration/clerical duties at NVQ level or above
- NVQ Level 2/3 in Customer Services or Health Care or related discipline
Personal Attributes
Essential
- Works effectively independently and as a member of a team
- Flexible approach to meet service needs and ensure a stakeholder focused response
- Self-motivated and proactive
- Continued commitment to improve skills and ability in new areas of work
- Demonstrate excellent interpersonal and communication skills
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
South Queen Street Medical Centre
Address
South Queen Street Medical Centre
South Queen Street
Morley
Leeds
LS27 9EW
United Kingdom
Employer's website
https://www.southqueenstreetmedical.nhs.uk/ (Opens in a new tab)