Medical Receptionist/Care NavigatorNHS

Job summary

NEPALI-SPEAKING CARE NAVIGATOR / MEDICAL RECEPTIONIST

Ashford Medical Partnership is looking to recruit a professional, approachable and highly organised Nepali-speaking Care Navigator / Medical Receptionist to join our reception team.

This is a permanent position for 20 hours per week, primarily based at St Stephens Health Centre, working:

Wednesday: 8:00 am 6:30 pmThursday: 8:00 am 6:30 pm

The successful candidate will provide a welcoming, efficient and patient-focused service and will often be the first point of contact for patients accessing the Practice.

The ability to communicate effectively in both English and Nepali is an important requirement of this role. This will enable the successful candidate to support our Nepali-speaking patient community, helping patients to communicate their needs, access appropriate services and understand information relating to their care.

Although your primary place of work will be St Stephens Health Centre, Ashford Medical Partnership operates across three sites. There may therefore be occasions when, due to operational requirements, you are asked to work at one of our other locations:

• Willesborough Health Centre
• Singleton Health Centre

Where reasonably practicable, appropriate notice will be provided.

Main duties of the job

As a Care Navigator / Medical Receptionist, you will play an important role in supporting our patients and the wider Practice team. Your responsibilities will include:

• Providing a professional, friendly and welcoming service to patients, visitors and colleagues.
• Managing patient enquiries face-to-face and by telephone in a courteous, efficient and confidential manner.
• Communicating effectively with both English-speaking and Nepali-speaking patients.
• Supporting and signposting patients to the most appropriate Practice or healthcare service based on their needs.
• Booking, amending and cancelling patient appointments in accordance with Practice procedures.
• Accurately recording and updating patient information using the Practice clinical system.
• Processing administrative requests, correspondence and other patient-related documentation.
• Liaising effectively with GPs, nurses, healthcare professionals and administrative colleagues.
• Handling confidential and sensitive information appropriately and maintaining patient confidentiality at all times.
• Complying with information governance, data protection and Practice confidentiality requirements.
• Following Practice policies, procedures and established ways of working.
• Undertaking mandatory training and participating in team meetings, induction and development activities.
• Providing reception and administrative support across the Practice where reasonably required.

Job description

Job title:

Medical Receptionist/Care Navigator

Responsible to:

Reception Manager

Hours:

37.5

Location

Singleton Health Centre | St Stephens Health Centre | Willesborough Health Centre

1. Job Role / Purpose:

The Care Navigator is the first point of contact for patients contacting our GP surgeries. 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 patient and other visitors, either in person or via the telephone.

2. Key Duties & Responsibilities:

Administration

To have a thorough knowledge of all practice procedures.

To work in accordance of written protocols

Pulling/filing notes and updating as necessary

Fax and photocopy as requested

Reception

Receiving patients, consulting with members of practice team

Be able to cover all reception position as necessary

Appointments

Dealing with telephone calls, booking appointments, handling queries, passing on messages as appropriate

Dal with visits/requests

Deal with patients/others over the telephone and face to face

Computer

Registrations of temporary/INT patients computer data entry and medical records

Process patients changes of address computer data and medical records (have knowledge of practice area)

Telephone

Have working knowledge of telephone system during and after hours

Cover for telephonist when necessary

Other Tasks

Clear rooms after surgery

Ensure building security have thorough knowledge of doors/windows/alarm

Any other tasks allocated by managers

Maintain a caring environment through the support of colleagues

3. Other Responsibilities

Health and Safety

To comply with the Health and Safety at Work etc. Act 1974.

To take responsibility for their own health and safety and that of other persons who may be affected by their own acts or omissions.

Equality and Diversity

To carry out at all times their responsibilities in line with Equal Opportunities Policy and Procedure.

Risk Management and Clinical Governance

To work within the Clinical Governance Framework of the practice, incorporating Risk Management and all other quality initiatives and all aspects of CQC implementation.

Confidentiality

To maintain confidentiality of information relating to patients, clients, staff and other users of the services in accordance with the General Data Protection Regulations 2018 including outside of the work environment. Any breach of confidentiality may render an individual liable for dismissal and/or prosecution.

Communication

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

o Communicate effectively with other team members

o Communicate effective with patients and carers

o Recognise peoples needs for alternative method of communication and respond accordingly

Safeguarding

Ashford Medical Partnership (the Practice) has Safeguarding processes and procedures in place to enable staff to confidentially report any concerns about another individuals practice or behaviour and/or organisational practice in relation to children and adults which may place them at risk or at harm.

For employees of the practice, failure to adhere to this policy and procedures could lead to dismissal and/or constitute gross misconduct

Professional development

The post holder will participate in any training programme implemented by the practice as part of this employment

To participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

General

To undertake any other duties commensurate with the role, within the bounds of his/her own competence.

To work across the various AMP sites as required.

In light of national policy and due to the needs of the business it may be necessary for the Partnership to alter the opening hours of the surgeries. This could incorporate different opening hours and weekend working which may affect when you are required to work. The post holder is expected to be flexible and accommodating, following consultation, in terms of any changes to operating times in the future.

Our Practice Vision: We will deliver a high quality standard of patient care. Creating healthy working relationships to support achieving this goal. We will follow a structured business model to ensure we operate in a financially sustainable way.

About us

We are a friendly, proactive and forward-thinking practice. We run our own independent PCN. As part of our recent growth, we are looking to recruit further staff members to complement our existing team.

The current workforce is led by 6 GP Partners, 6 Salaried GPs, 8 Allied Health Professionals, a large Nursing/HCA Team and our other highly skilled allied healthcare professionals. The clinical team is complimented by a General Manager and a large Administrative team consisting of reception, administrative and secretarial staff.