Care Navigator/Receptionist

1. Reception Duties i) Maintain and utilise the appointment system effectively, monitoring patient flow into consulting and treatment rooms. ii) Manage urgent patient requests appropriately, including completion of eConsult Lite requests where required. iii) Register new patients and explain practice procedures and services. iv) Advise patients of charges for private services, process payments, and issue receipts. v) Respond to enquiries from patients, carers, visitors, and external organisations in a professional manner. vi) Assist patients with online consultations and electronic requests where required. vii) Process repeat prescription requests and forward them to the appropriate team within agreed timescales. viii) Arrange ambulance transport requests and maintain records. ix) Maintain a clean, tidy, and welcoming reception and waiting area. x) Open, date stamp, and distribute incoming post. xi) Contact patients regarding chronic disease reviews, recalls, QOF and DES requirements. xii) Forward test results and clinical information to the appropriate clinician. xiii) Undertake scanning, workflow management, photocopying, filing, and administrative duties. xiv) Monitor and respond to emails, tasks, and internal communications. xv) Navigate patients to the most appropriate healthcare professional or service. 2. Management of Appointment Systems i) Maintain a thorough understanding of the appointment system. ii) Book appointments, recalls, and follow-ups accurately. iii) Monitor appointment system effectiveness and report issues as required. 3. Management of Medical Records i) Ensure records are available when required. ii) Retrieve, file, and maintain records accurately and confidentially. iii) Process and scan correspondence, reports, and results into patient records. iv) Maintain electronic and paper filing systems in line with practice procedures. 4. Preparation of Clinical and Consulting Rooms i) Prepare consulting and treatment rooms for clinical sessions. ii) Ensure rooms are tidy, secure, and appropriately stocked. iii) Replenish clinical stock and supplies. iv) Check emergency equipment and expiry dates. v) Assist with ordering supplies. 5. Operation of Telephone Systems i) Answer and make telephone calls, transferring calls and taking messages as appropriate. ii) Ensure telephone systems are operational at the start and end of each day. iii) Support patients with online consultation requests when required. 6. Opening and Closing Procedures i) Open the premises and prepare the practice for patient services. ii) Secure the premises at the end of the day, ensuring alarms and equipment are checked. iii) Undertake any other duties reasonably requested by the Practice Manager or Partners. 7. Patient Registrations i) Register new patients and process registration documentation. ii) Set up online services and proxy access. iii) Request and manage records through PCSE. iv) Maintain patient lists and process deductions and transfers. 8. Clinical Correspondence (Docman) Processing i) Process, code, and file clinical correspondence. ii) Distribute information to the appropriate clinical or administrative teams. 9. Referrals i) Process referrals to community services, including District Nursing, Rapid Response, HCRG, and Home Visiting Services. ii) Support the administration of e-RS referrals and ensure urgent referrals are processed promptly. Job description Job responsibilities 1. Reception Duties i) Maintain and utilise the appointment system effectively, monitoring patient flow into consulting and treatment rooms. ii) Manage urgent patient requests appropriately, including completion of eConsult Lite requests where required. iii) Register new patients and explain practice procedures and services. iv) Advise patients of charges for private services, process payments, and issue receipts. v) Respond to enquiries from patients, carers, visitors, and external organisations in a professional manner. vi) Assist patients with online consultations and electronic requests where required. vii) Process repeat prescription requests and forward them to the appropriate team within agreed timescales. viii) Arrange ambulance transport requests and maintain records. ix) Maintain a clean, tidy, and welcoming reception and waiting area. x) Open, date stamp, and distribute incoming post. xi) Contact patients regarding chronic disease reviews, recalls, QOF and DES requirements. xii) Forward test results and clinical information to the appropriate clinician. xiii) Undertake scanning, workflow management, photocopying, filing, and administrative duties. xiv) Monitor and respond to emails, tasks, and internal communications. xv) Navigate patients to the most appropriate healthcare professional or service. 2. Management of Appointment Systems i) Maintain a thorough understanding of the appointment system. ii) Book appointments, recalls, and follow-ups accurately. iii) Monitor appointment system effectiveness and report issues as required. 3. Management of Medical Records i) Ensure records are available when required. ii) Retrieve, file, and maintain records accurately and confidentially. iii) Process and scan correspondence, reports, and results into patient records. iv) Maintain electronic and paper filing systems in line with practice procedures. 4. Preparation of Clinical and Consulting Rooms i) Prepare consulting and treatment rooms for clinical sessions. ii) Ensure rooms are tidy, secure, and appropriately stocked. iii) Replenish clinical stock and supplies. iv) Check emergency equipment and expiry dates. v) Assist with ordering supplies. 5. Operation of Telephone Systems i) Answer and make telephone calls, transferring calls and taking messages as appropriate. ii) Ensure telephone systems are operational at the start and end of each day. iii) Support patients with online consultation requests when required. 6. Opening and Closing Procedures i) Open the premises and prepare the practice for patient services. ii) Secure the premises at the end of the day, ensuring alarms and equipment are checked. iii) Undertake any other duties reasonably requested by the Practice Manager or Partners. 7. Patient Registrations i) Register new patients and process registration documentation. ii) Set up online services and proxy access. iii) Request and manage records through PCSE. iv) Maintain patient lists and process deductions and transfers. 8. Clinical Correspondence (Docman) Processing i) Process, code, and file clinical correspondence. ii) Distribute information to the appropriate clinical or administrative teams. 9. Referrals i) Process referrals to community services, including District Nursing, Rapid Response, HCRG, and Home Visiting Services. ii) Support the administration of e-RS referrals and ensure urgent referrals are processed promptly.