Job Description

Larksfield and Arlesey Medical Practice

JOB TITLE:

Care Navigator

REPORTS TO:

Reception Lead / Practice Manager

HOURS:

7:45am - 1pm

SALARY:

12.21 per hour

LOCATION: Larksfield and Arlesey Surgery

JOB SUMMARY:

To be responsible for undertaking a wide range of patient triage and reception administrative duties. . Duties can include but are not limited to, greeting and directing patients , effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

PRIMARY DUTIES & AREAS OF RESPONSIBILITY

The following are the core responsibilities of the patient services team . There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

Monitoring the practice appointment system

Process personal, telephone and triage requests for appointments

Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

Signpost patients to the correct service

Initiating contact with and responding to, requests from patients, team members and external agencies

Photocopy documentation as required

Input data into the patient's healthcare records as necessary

Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team

.Processing prescription requests

Manage all queries as necessary in an efficient manner

Carry out system searches as requested

Maintain a clean, tidy, effective working area at all times

Monitor and maintain the reception area and notice boards

Support all clinical staff with general tasks as requested

Larksfield and Arlesey Medical Practice

In addition to the primary responsibilities, the receptionist may be requested to:

Partake in audit as directed by the managers Support administrative staff, providing cover during staff absences Action incoming emails when necessary Scanning of patient related documentation and attaching scanned documents to patient's healthcare records Complete opening and closing procedures in accordance with the duty rota Ordering and monitoring of stationery supplies

Equality, Diversity & Inclusion

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.

Larksfield and Arlesey Medical Practice 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 Practice 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 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.

COMMUNICATION AND WORKING RELATIONSHIPS:

Establish and maintain effective communication pathways with all practice staff and visiting clinical team members such as district nurses, modern matrons, health visitors etc.

JOB DESCRIPTION:

This job description is intended to provide an outline of the key tasks and responsibilities.
There may be other duties required of the post-holder commensurate with the position. This description will be open to regular review and may be amended to take into account developments within the role.

OUR COMMITMENT TO YOU:

We will provide a supportive learning environment We will help you set out and revise specific educational goals We will ensure appropriate clinical supervision You will receive regular appraisals

Skills and experience

Experience of working with the general public

Experience of administrative duties

Experience of working in a health care setting

Excellent communication skills (written and oral) ?

Strong IT skills

Clear, polite telephone manner

Competent in the use of Office and Outlook

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 hours

Disclosure Barring Service (DBS) check

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Benefits:

Company pension Employee discount Free flu jabs Health & wellbeing programme
Schedule:

Day shift
Work Location: In person

Reference ID: Reception patient services team