Medical Receptionist / Patient Services Navigator

5 hours per day/25 hours per week, likely work pattern 08:00 to 13:00 Mon to Fri

Key Objectives:

Contribute to the provision of a confident Patient services function, providing the first point of contact for all our Patients, often when they need us most, across all mediums (telephone, face to face, written etc)

Deliver high quality, effective and efficient customer service to all patients and their relatives.

Deliver resolution and response in a timely and accurate manner.

Principal Duties and Responsibilities:

Provide the first point of patient contact for all patient/customer enquiries and through all mediums (telephone, face to face, written etc.)

To deal with enquiries related to the service delivered by the surgery, seeking information, and provide advice where necessary.

Understand the relevant legislation, procedures and computer systems surrounding the functions of the Surgery.

Liaise with the team in order to seek solutions to more complex issues and deliver resolutions to customer enquiries.

Carry out general clerical duties.
Record and collate information as required for reporting purposes. Management of email inboxes, responding to customers/patients and facilitating requests in a timely manner in line with key performance indicators.

To work according to the staff Rota and contributing to a safe working environment.

To take an active part in service development both as an individual and at team meetings and at 121 meetings.

Operate and maintain patient related information systems to the required standards to process work, maintain accurate records and access information.

Suggest improvements to the service and participate in development groups and activities as appropriate.

To undertake any other duties that can reasonably be expected of the role and the level of responsibility.

GCSE grades A - C or equivalent

Experience of equivalent working as a receptionist or within a contact centre or customer facing role.

Excellent numeracy

Knowledge of EMIS web clinical system (preferred)

Experience

Deal with patients/customers over the telephone and face to face in a pressurised environment

Ability to multitask,

Problem solving - seeking solutions from a variety of sources to resolve complex problems.

Working with PC systems and good keyboard skills

Knowledge

Ability to learn new skills

Primary Healthcare duties and IT skills Services

Personal Health & Safety

GDPR and confidentiality

Excellent customer service skills, tactful, polite and patient, verbal, written and negotiating skills

Other requirement

Flexible and able to circumstances/aptitudes work morning or afternoon shift pattern

Fully understands their role in the context of safeguarding children, young people and vulnerable adults.