About this role
Job summary
Join Mytton Oak Medical Practice as a Care Navigator and become the friendly, reassuring face of our practice. As the first point of contact for patients and their families, youll welcome people in person, answer calls and emails, and make sure everyone is directed to the right place quickly and kindly.
Day to day, youll register patients and keep their details accurate and up to date, manage appointment diaries, respond to enquiries and concerns, and process correspondence such as letters and routine referrals. Youll enter information into our electronic health record system, keep records secure and well organised, and pass messages on to the right colleagues.
Youll work closely with a multidisciplinary team, reporting to the Practice Manager, Deputy Practice Manager and Patient Services Team Leader. Confidentiality, dignity and respect for every patient are at the heart of the role. We support our staff with a full induction, ongoing training and a culture where everyone is encouraged to suggest improvements.
If youre polite, organised and calm under pressure, and want to make a real difference to patients experience of care, wed love to hear from you.
Main duties of the job
- Greeting and directing patients: act as the first point of contact for patients and their families, in person, by phone and by email.
- Registration and data entry: collect and update patient information accurately, and enter it into the electronic health record system with the relevant codes.
- Scheduling appointments: manage appointment diaries so patients are seen in good time.
- Handling enquiries: respond to patient questions and concerns professionally and promptly.
- Managing communications: answer calls and emails and pass information to the right colleagues.
- Maintaining records and filing: keep patient records accurate, complete, secure and well organised.
- Processing correspondence: type letters, routine referrals and other documents.
- Other tasks: cover additional duties as workload and staffing levels require.
About us
We are a practice close to historic Shrewsbury town centre with easy access to the motorway network. We are a forward thinking practice with 10,000 patients and are committed to providing them with high quality care.
We are a close working team which comprises of 3 GP partners, two salaried GPs, 2 Advanced Clinical Practitioners, 2 Practice Nurses, 1 Nurse Associate, 1 General Practice Assistant and a team of dedicated administrative staff who support our clinical team on a daily basis. We also have a range of Primary Care Network Advanced Role staff that support us.
We have an experienced and very supportive administrative team led by our Practice Manager
We use Emis Web and Anima
We are part of Shrewsbury Primary Care Network and Darwin Health Ltd.
Job description
Job responsibilities
Job Summary
A wide range of administrative and clerical tasks to support the smooth functioning of a medical practice or facility, including managing patient records, scheduling appointments
Primary Responsibilities
The following are the core responsibilities of the role. There may a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
Main Duties/Key Tasks
Greeting and directing patients: Acting as the first point of contact for patients and their families.
Patient registration and data entry: Accurately and efficiently collecting and updating patient information.
Scheduling appointments: Managing appointment calendars and ensuring timely scheduling.
Verifying insurance and collecting payments: Processing insurance claims and managing patient payments.
Handling patient inquiries: Responding to patient questions and concerns in a professional and timely manner.
Maintaining patient records: Ensuring the accuracy, completeness, and security of patient records.
Organising and filing documents: Maintaining an organised and efficient filing system.
Data entry and coding: Entering patient information into electronic health record systems and assigning relevant codes.
Answering phones and managing communications: Handling incoming calls and emails and relaying information to the appropriate staff.
Processing correspondence: Typing letters, faxes, routine referals and other documents.
Assisting with billing and collections: Preparing and submitting claims to insurance companies and following up on outstanding balances.
Generic Responsibilities
All staff at Mytton Oak Medical Practice have a duty to conform to the following:
Equality, Diversity & Inclusion (ED&I)
A good attitude and positive action towards ED&I creates and environment where all individuals are able to 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 you treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your 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 and other statutory legislation.
Confidentiality
This practice 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 that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, 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 practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction Training
On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Patient Services Manager.
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 competences to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.
Collaborative Working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
Service Delivery
Staff at Mytton Oak Medical Practice must adhere to the information contained with practice policies and regional directives, ensuring protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
Security
The security of the practice is the responsibility of all personnel. Staff must ensure they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks to anyone and are to ensure that restricted areas remain effectively secured.
Professional Conduct
At Mytton Oak Medical Practice staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.
Leave
All personnel are entitled to take leave. Line managers are to ensure all of their staff are afforded the opportunity to take a minimum number of leave days each year, and should be encouraged to take all of their leave entitlement.
Person Specification
Qualifications
Essential
- Good standard of general education with excellent literacy and numeracy skills
Desirable
- Previous General Practice Administrative Experience
Experience
Essential
- Experience of working with the general public
- Experience of working in a health care setting
- Experience of working with a variety of stakeholders
Desirable
- NHS / Primary Care General Practice experience
- Relevant health and safety experience
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solutions focused approach
- High levels of integrity and loyalty
- Ability to work under pressure
- Confident and resilient
Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Ability to prioritise and work to tight deadlines in a fast-paced environment
- Effective time management (Planning & Organising)
- Ability to network and build relationships
Desirable
- Strong IT skills
- EMIS user 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
Mytton Oak Surgery
Address
Racecourse Lane
Shrewsbury
SY3 5LZ
United Kingdom
Employer's website
https://www.myttonoakmedpractice.co.uk/ (Opens in a new tab)