Medical Receptionist

Company description

Tudor Lodge Surgery is a GP surgery with 11,500 patients. We have approximately 40 staff including GPs, Nurses, Healthcare Assistants, Secretaries, Patient Navigators, Administrators. We call our Medical Receptionists Patient Navigators as that is a more accurate description of their role.

We are a friendly and welcoming team, all working together to provide care for our patients. We are always extremely busy, its often a pressurized environment but we also have a great team ethos and a great sense of humour. All roles in the surgery are eligible for an NHS Pension.

This is a great opportunity to work in a challenging but rewarding environment where your work really makes a difference to patients.

We are part of a larger group of practices in Weston called Pier Health Group.

Job description

To ensure registered patients of Tudor Lodge Surgery have a good experience of accessing healthcare at the practice.

To support patients to access appropriate healthcare services at Tudor Lodge and externally with other service providers. To help patients use the digital services at the surgery (AskMyGP) and to use AskMyGP on behalf of those patients who do not have electronic access themselves or who need directly bookable appointments (eg nurses, immunisations, bloods etc).

To make and receive calls (including emails and face to face contact) relating to a wide range of patient care, including the gathering of information from patients with appropriate data entry into AskMyGP and our clinical software system and supporting the invitations/ recall systems in place to ensure patients receive treatments they are eligible for in a timely and systematic way. This role is predominantly about call handling and working with the wider team rather than being on the front desk in the surgery. Previous call handling experience is really helpful but not essential. We are proud to be a 'real living wage' employer (£10.90 per hour).

The following are the core responsibilities of the Patient 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. Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition (whether through AskMyGP, by phone or in person at the front desk)

b. Answer incoming phone calls quickly and efficiently, transferring calls or dealing with the callers’ requests appropriately

c. Process patient requests for appointments (through AskMyGP or by booking in Emis following practice protocols)

d. Initiate contact with and respond to requests from patients, team members and external agencies

e. Support, help and educate patients in accessing services from the practice (eg using AskMyGP themselves, or by seeking help from a pharmacy where appropriate)

f. To gather and enter data on the clinical system opportunistically (eg smoking status)

g. Photocopy documentation as required

h. Input data into the patients’ healthcare records as necessary

i. Direct requests for information, e.g. Subject Access Requests, insurance/solicitors’ letters and DVLA forms, to the administrative team

j. Manage all queries as necessary in an efficient manner

k. Undertake recall activities eg using clinical template searches.

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

m. Monitor and maintain the reception area and noticeboards, ensuring the waiting area is free of obstructions and in a clean and tidy state.

n. Support all clinical staff with general tasks as requested

o. To work with colleagues to agree rotas to ensure sufficient cover of team members to meet the needs of the practice

p. To take details from any patient wishing to complain, with a good understanding of the complaints process and escalating to line manager if the issue can’t be resolved by themselves.
Supporting the Management and clinical team members with ad hoc projects and tasks as and when required.

You will need to have:-
- fantastic communication skills (written and oral)

- strong IT skills

- have worked with the general public before- be able to work sensitively with strict confidentiality, showing compassion and kindness to patients
- able to work well in a team and follow policies and procedures
- be reliable and punctual
- able to work under pressure and in stressful situations (its a stressful job, this is really important!)

If you have worked in a healthcare setting that is great but not essential

Job Types: Part-time, Permanent

Pay: £11.44 per hour

Benefits:

• Company pension
• Sick pay

Schedule:

• Day shift
• Monday to Friday

Work Location: In person

Application deadline: 24/05/2024
Reference ID: CS/PN/0421