Medical Receptionist​/Care navigator

As a valued member of our team is reducing their hours, an exciting opportunity has arisen for an experienced primary care professional to join our friendly and supportive practice.

This varied role brings together care navigation and scanning/coding duties. The successful applicant will provide a professional and welcoming first point of contact, guiding patients to the most appropriate service or healthcare professional in a courteous, timely, and effective manner. They will also be responsible for the accurate processing, scanning, and coding of clinical documentation, ensuring attention to detail and high standards of data quality.

Ideally, candidates will have previous experience within primary care, strong leadership qualities, and excellent communication skills. The ability to prioritise tasks, multitask effectively, and thrive in a busy team environment is essential.

Strong IT skills are also required to support the demands of the role.

Reception Duties

Provide an effective and efficient reception service to patients and visitors at the practice.

Open the premises at the start of the day, ensuring all necessary checks and preparations are completed to receive patients. Secure the building at the end of the day, ensuring all areas are fully secured.

Handle general enquiries and process appointment requests from patients via phone, online, or in person, updating the EMIS clinical system accordingly.

Process repeat prescription requests.

Receive and distribute both internal and external mail and documentation.

Ensure accurate and timely logging of messages for clinicians regarding emergency appointment requests and home visits.

Coordinate with third-party agencies to arrange patient care as directed by GP's.

Maintain and accurately enter data into the practices computer system and patients' electronic records, which may include scanning and coding clinical information in line with practice protocols.

Albany House is a welcoming and supportive practice located in a beautiful Grade II listed building in the heart of Worcester. We provide care to a diverse patient population of over 7,000 individuals.

Our open and friendly work environment encourages professional development. We hold regular meetings for all our staff to share ideas, best practices, and support one another. A good sense of humour is essential!

Our team includes 3 partners, 3 salaried doctors, an ANP, a fantastic nursing team (comprising of 2 practice nurses and 2 HCAs), as well as a skilled managerial team and support staff.

Reception and Administrative Duties:

Leadership:

• Ensure the delivery of high-quality patient services within a safe and efficient work environment by providing effective support to clinicians and staff.
• Maintain a calm and professional reception area, addressing disruptive behaviours politely and safely, and escalating to management when necessary.
  
  Stay informed of any updates or changes in practice guidance and team procedures.
• Assist in training new reception team members.

Front Desk:

• Be the first point of contact for patients, projecting a positive and friendly image to patients and visitors.
• Assist with any queries, whether in person, over the phone, or online.
• Handle patient enquiries efficiently and courteously.
• Manage the flow of patients arriving at the reception for appointments or inquiries.
• Process payments and issue receipts for non-NHS services.
• Ensure the reception area, noticeboards, and leaflet dispensers are clean, tidy, and free from obstructions.

Registrations and Appointments:

• Register new patients and schedule appointments.
• Assist with care navigation, helping patients find the most appropriate clinician or service, both within and outside the practice. (Training will be provided.)
• Monitor incoming E-Consult messages, scheduling appropriate appointments or directing them to appropriate member of staff.
• Accurately record and assess requests for emergency appointments / home visits based on urgency, following practice protocols.
• Once trained, act as a chaperone for patients during GP appointments when requested.
• Arrange interpreting services for patients as needed.

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