Job Details
As part of Suffolk Primary Care, which is a group of 7 GP practices across Suffolk, we are seeking to recruit an enthusiastic and flexible Care Navigator, with strong customer service skills, for Derby Road in Ipswich who look after over 18,700 patients.
Derby Road have 2 sites, based in the heart of Ipswich, with close travel links to the beautiful Suffolk countryside and the Suffolk coast.
We have an established team with a strong focus on customer service and communication. We would love to hear from candidates with GP surgery experience although we would also like to hear from those that can show flexibility and a range of transferable skills.
aThe successful candidate should be able to work calmly and professionally as part of a team. You should have the ability to multi-task. A strong command of written and spoken English with an excellent telephone manner is a must. Good time management skills and the ability to follow protocols and or instruction and attention to detail is essential.
Main duties of the job
To provide comprehensive administrative support for the general practice and to act as focal point for patients and staff.
To receive and assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Offer 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.
Facilitate effective communication between patients and members of the healthcare community.
Handle patient complaints in accordance with practice protocols.
To provide an efficient and accurate support to the secretarial team, clinicians & patients.
About us
SPC is an innovative partnership of Suffolk GP surgeries.
Doctors and practice staff share resources and work together to ensure patients continue to receive high quality healthcare.
Suffolk Primary Care is committed to a policy of equal opportunities in employment. Applicants will ideally be fully vaccinated against Covid.
Benefits of working for SPC include:
NHS Pension Scheme
The NHS Pension Scheme is a defined benefits scheme
Life insurance
Family benefits including an adult dependents pension and childrens pension
Ill health benefits
20% employer contribution
Electric Car Salary Sacrifice Scheme
No deposit
No credit check
Fully comprehensive insurance
Servicing and tyres
Breakdown cover
Up to £2,000 contribution from SPC subject to conditions
Proper Pay & Cost of Living Benefits
Living Wage Foundation Accredited
GP Remote Working
Eye Care Vouchers Health Service Discounts
Annual Leave – Minimum 33 days including bank holidays FTE with enhancements for long service
Enhanced Maternity & Paternity terms
High street discounts through our own online portal
Technology and Homewares Salary Sacrifice schemes with Currys and John Lewis
Cycle to Work Salary Sacrifice Scheme
Gym Salary Sacrifice Scheme
Job description
Job responsibilities
To resond to all queries and requests for assistance from patients and visitors at reception ensuring at all times that enquires from patients are efficiently and courteously handled.
To ensure that telephones are at all times answered promptly and politely at all times, accurate messages taken and calls passed to the appropriate person as necessary, supplying information as required in a timely fashion.
To ensure that scanning, filing, record keeping and distribution of documents are undertaken efficiently and promptly.
To ensure that the waiting area and leaflet stands are at all times kept tidy and leaflets are re-stocked or removed as required and to check and put away deliveries of stock as required.
Use the surgery computer system for appointments, patient data, repeat prescriptions and other patient related tasks.
Greet patients and log arrival on the computer/show patients how to use the automated booking in service.
Collect any necessary information from the patient for their consultation, deal with any enquiries and provide any information the patient may need.
To send out recall letters for chronic disease quality marker clinics in line with requirements of the GP Contract.
Record requests for house calls, ensuring accurate details are taken and print off visit summary.
To frank mail and prepare for posting on a daily basis and deal with including incoming mail as required, including date stamping.
To file all correspondence in appropriate files on a daily basis.
To prepare acute/repeat prescriptions for GP signature, ensuring at all times the correct name, address and date of birth of the patient.
To assist with new patient registrations together with inputting their necessary data onto computer and making up new files/amalgamating and process amendments to patient records.
To book interpreters as and when required for patients and advise whether or not request has been completed.
To ensure the prompt return of files on a weekly basis to Business Service Organisation (BSO), ensuring that a printed summary/scanned images are included before returning patient files to BSO. (CCG currently).
To carryout routine daily backups of computer system.
To advise patients of relevant charges for private services, accept payment and issue receipts if necessary.
To photocopy and fax information when required, ensuring photocopying is kept up to date at all times.
To cover duties of absent members of staff as and when required including cover during tea/lunch breaks at reception as and when required.
To send out DNA letters to patients.
To act as chaperone when requested and print off smear forms for the patient/check patient specific directives (PSD).
To attend staff meetings as required and participate fully in annual staff appraisal.
Any other clerical/reception duties as deemed appropriate and requested by senior receptionists or line managers.
To be flexible in the workplace in terms of hours worked as and when the need arises and be prepared to work across sites.
To operate start and end of day procedures in line with practice policy and ensure premises are prepared for staff to receive patients and also secured after use.
To provide an efficient audio/copy typing service for GPs and health professionals as required. This includes the typing of letters, reports, patient referrals and liaising with organisations relating to patient matters in an accurate and quality manner.
Person Specification
Experience
Essential
- Knowledge or experience of working with standard office equipment eg scanners, copiers, printers, faxes, telephones.
- One years experience in busy customer service or reception environment.
- Experience of working in a team.
- Use of bespoke computer systems.
- Understanding of health and safety policies and procedures.
Desirable
- Confidence to use own judgement based on resourcefulness and local knowledge in response to patient or staff queries.
- Understanding of local health issues.
- Previous NHS experience
- Experience of clinical systems, including SystmOne
Qualifications
Essential
- GCSE grade A to C in English and Maths
- EDCL/RSA Typing qualification with the ability to touch type
Desirable
- ECDL/CLAIT or other IT qualification.
- NVQ level 2 in customer service.
- Medical receptionist diploma
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Derby Road Practice
Address
52 Derby Road
Ipswich
IP3 8DN
