GP Receptionist/Care Navigator Canterbury, England
Job description
Dr Kühnen & Associates
Family Practitioners
Job summary
Following an internal reorganisation, an exciting opportunity has become available for a part time receptionists to join the Canterbury Health Centre Team. We are looking to recruit a motivated, enthusiastic receptionist to join our small & friendly team. You will work closely with other members of the reception and administration team and assist the clinical teams in delivering a first class service to all of the practice’s registered patients.
Main duties of the job
You will provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. You will be the first point of contact for patients contacting the practice and you are to portray the practice in the highest possible professional manner. To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the partners and patients.
About us
Canterbury Health Centre is a friendly, forward thinking practice situated in the centre of Canterbury and provides General Practitioner services for 7000 patients.
Canterbury Health Centre
Receptionist/Care Navigator Job Description & Person Specification
Job title Receptionist/Care Navigator
Line manager Reception Manager
Accountable to Deputy Practice Manager
Hours per week 20
Job summary
To support the practice clinical team by signposting patients to the appropriate healthcare professional or service, working as part of the practice’s multidisciplinary team. The care navigator will also be expected to undertake reception duties as part of the role, supporting the administrative team in delivering a polite and professional service to the entitled patient population.
Mission statement
To provide top quality medical care to all patients
Generic responsibilities
All staff at Canterbury Health Centre have a duty to conform to the following:
Equality, Diversity & Inclusion
A good attitude and positive action towards ED&I create an 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 to 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 they 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 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 that 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 healthcare 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 Deputy 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 participate in and complete mandatory training, as directed by the training coordinator, as well as participating in the practice’s 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 that they communicate in a manner which enables the sharing of information in an appropriate manner.
Service delivery
Staff at Canterbury Health Centre must adhere to the information contained within practice policies and regional directives, ensuring that 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 that 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 with anyone and they are to ensure that restricted areas remain effectively secured.
Professional conduct
At Canterbury Health Centre, staff are required to dress appropriately for their role.
Primary responsibilities
The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:
a. Maintain & monitor the practice appointment system
b. Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately
c. Process and effectively signpost patients to the appropriate healthcare professional both internally & externally depending on the presenting condition
d. Process patient requests for appointments
e. Process repeat prescription requests
f. Process incoming & outgoing mail
g. Initiate contact with and respond to requests from patients, team members and external agencies
h. Enter SNOWMED-code data on the EMIS clinical system
i. Photocopy documentation as required
j. File & store records as required
k. Action GP2GP tasks
l. Data entry of new and temporary registrations and relevant patient information as required
m. Input data into the patients’ healthcare records as necessary
n. Scanning of patient related documentation and attaching scanned documentsto patient’s healthcare records
o. Direct requests for information, e.g. SAR, insurance/solicitors’ letters and DVLA forms, to the administrative team
p. Manage all queries (including administration queries) as necessary in an efficient manner
q. Maintain a clean, tidy, effective working area at all times
r. Monitor and maintain the reception area and noticeboards
s. Support all clinical staff with general tasks as requested
Secondary responsibilities
In addition to the primary responsibilities, the Care Navigator may be requested to:
a. Participate in practice audit as directed by the audit lead
b. Support administrative staff, providing cover during staff absences
c. Complete opening and closing procedures in accordance with the duty rota
Person Specification
Qualifications Essential
Educated to GCSE level or equivalent
Qualifications Desirable
Active signposting or Care Navigator training qualification
Healthcare qualification (level 2) or working towards gaining equivalent level
Customer service qualification (NVQ) or equivalent
Experience Desirable
Experience of working in a primary care environment
Experience of working with the general public
Experience of working in a healthcare setting
Skills Essential
Excellent communication skills (written and oral)
Strong IT skills
Clear, polite telephone manner
Effective time management (planning & organising)
Ability to work as a team member and autonomously
Good interpersonal skills
Ability to follow clinical policy and procedure
Skills Desirable
Competent in the use of Office and Outlook
EMIS user skills
Personal qualities Essential
Polite and confident
Flexible and cooperative
Motivated
Problem solver with the ability to process information accurately and effectively, interpreting data as required
High levels of integrity and loyalty
Sensitive and empathetic in distressing situations
Ability to work under pressure / in stressful situations
Able to communicate effectively and understand the needs of the patient
Effectively utilises resources
Punctual and committed to supporting the team effort
Other requirements Essential
Flexibility to work outside core office hours
Disclosure Barring Service (DBS) check
Occupational Health clearance
This document may be amended, following consultation with the postholder, to facilitate the development of the role, the practice and the individual. All personnel should be prepared to accept additional, or surrender existing, duties to enable the efficient running of the practice.
Job Type: Part-time
Part-time hours: 20 per week
Salary: £10.50 per hour
Benefits:
- Company pension
Schedule:
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Canterbury, CT1 3JH: reliably commute or plan to relocate before starting work (required)
Work Location: One location
Application deadline: 28/02/2023
Reference ID: CHC2023 - 0003
