About this role
Job summary
To assist the Practice Manager and Leadership team to oversee the reception/care navigation team as directed. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
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
Main duties of the job
a. To oversee the operational running of the reception and team
b. Ensure that the team complies to the opening and closing procedures in the practice according to practice policy
c. Ensure mandatory blue stream /external training for the team is up to date and recorded on training spreadsheet
d. Complete staff rotas on a weekly basis ensuring the reception team is adequately staffed at all times.
e. Respond and solve to IT problems within the team
f. Monitor tasks ensuring completion of all daily tasks
g. In the absence of the Practice Manager to direct major complaints towards the Leadership Team and oversee and respond to minor complaints
h. Produce SEA and record appropriately on GP teamnet
Alert Practice Manager or Leadership Team to any problems that could affect the safety of the Practice
a. Direct any staff concerns (either about or from) toward the Practice Manager or Office Supervisor
b. Compete any relevant training required and keep up to date with policies and procedures.
c. Update Reception procedures with approved content from Practice Manager
About us
Darwen Healthlink is a forward thinking, proactive training practice situated within the West Pennine Moors. We are seeking to employ a highly experience motivated Senior Receptionist/Care Navigator, who has ambition, innovative ideas and would like to become a part of our dedicated team of administration staff.
We are a member practice of the Blackburn with Darwen LPC Federation & part of Darwen PCN.
About Us:
Darwen Healthlink is a high QOF achiever and we use Emis Web Clinical System, Lexacom, Remote Access and Iplato. Our patient list size is currently around 15500, patients and we are located in a modern multipurpose Health Centre with a variety of Community based healthcare providers within the building such as Treatment Rooms, Dental, Podiatry, MSK, Audiology and have an onsite Community Pharmacy. The Health Centre is located just off Junction 4 of the M65 providing easy access to the Motorway networks
Our practice team consists of 4 GP Partners, 2 Salaried GPs, 1 Advanced Nurse Practitioners, 2 Clinical Pharmacist, 1 Pharmacy Technician, 1 Mental Health Practitioner, 6 Practice Nurses, 1 Healthcare Assistant, 2 Phlebotomists and 1 Practice Manager, who are supported by an effective and professional administrative team who have been provided with training on workflow optimisation and care navigation.
Job description Job responsibilities
General reception duties
Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
Deal with all general queries, explain procedures and make new and follow up appointments
Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
Accept test samples from patients and deal with accordingly
Support all clinical staff with general administrative tasks as requested
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure administrative procedures are completed.
Receiving and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery, including;
Relay of GP advice and test results to patients
Liaison with external organisations as required
Input data into the patients healthcare records as necessary
Maintain a clean and tidy working area at all times
Maintain adequate stationery stocks within the reception office and consulting rooms
Patient notes and correspondence
Retrieve and re-file records as required
ensure correspondence, report, results etc are filed or scanned promptly and in the correct file
Use e-mail and onward correspondence as required and record and action all incoming faxes
Process requests for information I.E SAR and patient online access under the guidance of the team leader
Premises
Complete opening procedures at the start of the day when first to arrive and make all necessary preparations to receive patients
Complete closing procedures at the end of the day ensuring all confidential information is stored away securely and internal lights are off
a. Partake in audit as directed by the audit lead
b. Support administrative and prescribing staff, providing cover during staff absences
c. To support QOF administration team with contacting and inviting relevant patients to the surgery for reviews and procedures
Person Specification
Qualifications Essential
Educated to GCSE level or equivalent GCSE Mathematics & English (C or above) E
Desirable
NVQ Level 2 in Health and Social Care
Experience Essential
Experience of working with the general public Experience of administrative duties Excellent communication skills (written and oral) Clear, polite telephone manner Effective time management (Planning & Organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure Polite and confident Flexible and cooperative Motivated Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check
Desirable
Experience of working in a health care setting as a Medical Receptionist/Care Navigator in a GP Practice
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 Darwen Healthlink
Address Darwen Health Centre
James Street West
Darwen
Lancashire
BB3 1PY
United Kingdom
Employer's website https://www.darwenhealthlink.nhs.uk/ (Opens in a new tab)