Temporary/ Bank Care Navigator

JOB TITLE: Reception Team Member – Temporary/ Bank Care Navigator

REPORTS TO: OPERATIONS MANAGER/FINANCE AND QUALITY MANAGER

HOURS: TBC

Job summary:

Receive, assist, and direct patients in accessing the appropriate service, information, 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.

Job Description:

Reception Responsibilities

• To have a thorough knowledge of all practice policies and procedures.
• To work in accordance to written processes and protocols.
• To be flexible and be able to cover all reception duties as necessary.
• To follow opening and closing procedures for the surgery.
• Receiving, assisting, and directing patients, via phone, SystmConnect and in person, to the most appropriate care pathway.
• Directing patients to the check in screen, or assisting them to check, in on arrival.
• Dealing with queries about services, and clinics run by the Practice, requests for test results and other information, according to the current procedures.
• Processing appointment requests for on the day and future appointments from patients through SystmConnect via telephone, online and in person. Including home visit requests.
• Consulting with members of practice team, and where appropriate liaising with other NHS departments and agencies.
• Entering patient / clinical data onto our computer systems as per protocols.
• Handing completed prescriptions, MD3’s and other sensitive information to patients ensuring data protection is adhered to (i.e. checking names DOB and address).
• Taking and relaying appropriate messages to all members of the Primary Healthcare Team (Doctors, Nurses, Managers etc.).
• Contacting patients via phone or messaging, on behalf of the Doctors and Nurses, as requested.
• Collecting fees for non-NHS services on behalf of the Doctors and issuing a receipt.
• Electronic scanning of correspondence and photocopy.
• Adhering to all practice policies and procedures for Information Governance and Safeguarding.
• Process patients’ changes of address – computer data and medical records (have knowledge of practice area).
• Process repeats prescription requests in accordance with practice guidelines.

Other Tasks

Clear rooms after surgeries.

• Registrations of new patients – computer data entry and medical records.
• Ensure building security – have thorough knowledge of doors/windows/alarm.
• Undertake fire marshal duties, for downstairs only.
• Undertake any other reasonable requested from managers.

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Communication:

The post-holder should Recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise people’s needs for alternative methods of communication and respond accordingly.

Equality, Diversity and Inclusion

A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can 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 they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing, and safety.

The post holder is to manage and assess risk within their areas of responsibility, ensuring adequate measures are in place to protect staff and patients, and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures, and guidelines.

All personnel have a duty to take reasonable care of health and safety at work for themselves, their 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
• Other statutory legislation which may be brought to the post holder’s attention

Confidentiality

The organisation 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.

It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.

Quality and Continuous Improvement (CI)

To preserve and improve the quality of this organisation’s 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 organisation, to look for opportunities to improve quality and share good practice, and to discuss, highlight and work with the team to create opportunities to improve patient care.

At this organisation, we continually strive 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.

Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.

All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.

Induction

We will provide a full induction programme, and management will support you throughout the process.

Learning and development

The effective use of training and development is fundamental to 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 in and complete mandatory training as directed. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate

The post holder will undertake mentorship for team members, and disseminate learning and information gained to other team members, to share good practice and inform others about current and future developments (e.g., courses and conferences).

The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.

Job Types: Part-time, Zero hours contract

Benefits:

• Company pension
• Free parking
• On-site parking

Work Location: In person

Application deadline: 12/01/2025