At Gwrych Medical Centre, we value patient satisfaction and strive to give everybody the utmost care. A vacancy has become available to become a Care Navigator within our main practice, which will also include one day going to our branch surgery. This role is vital within our practice, as it is the first point of contact for our patients. It involves admin duties and the ability to communicate with our practice population and multi-disciplinary teams. Previous experience would be desirable, but full training will be given.
Main duties of the job
Answering telephone calls. Booking appointments. Greeting patients at the door. Scanning. Producing prescriptions. Working as part of the team. About us
Gwrych Medical Centre in Abergele is the main surgery. We are a forward-thinking practice with an excellent team of 10 partners, 4 salaried GPs, and we are also a training practice with currently 4 trainees. We are supported by an excellent admin team. Job responsibilities
Job responsibilities 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 patients and other visitors, either in person or via the telephone. Ensure effective and efficient reception service is provided to patients and any other visitors to the practice. Deal with all general enquiries, explain procedures, and make new and follow-up appointments. Using your own judgment and communication skills, ensure that patients with no prior appointments but who need urgent consultation are seen in a logical and non-disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Scanning documents into patient records accurately. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually. Advise patients of relevant charges for private (non-general medicine services) services, accept payment, and issue receipts for the same. Enter patient information on the computer as required. Patient notes and correspondence (retrieve and refile records, ensuring strict alphabetical order is adhered to). When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, and the alarm is activated. Undertake any additional duties appropriate to the post as requested by the partners or the Practice Manager. Any other duties deemed relevant. Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post holder may have access to confidential information relating to patients and their carers, practice staff, and other healthcare workers. They may also have access to information relating to the practice as a business organization. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers, or the business of the practice may only be divulged to authorized persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Health and Safety
The post-holder will assist in promoting and maintaining their own and others' health and safety and security as defined in the practice health and safety policy to include: Using personal security systems within the workplace according to practice guidelines. Identifying risks involved with work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Equality and Diversity
The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues, to include: Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgmental, and respects their circumstances, feelings, priorities, and rights. Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others who are undertaking similar work. Quality
The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance. Work effectively with individuals in other agencies to meet patients' needs. Effectively manage own time, workload, and resources. Communication
The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognize people's needs for alternative methods of communication and respond accordingly. Contribution to the implementation of services
The post-holder will: Apply practice policies, standards, and guidance. Discuss with other members of the team how the policies, standards, and guidelines will affect own work. Participate in audit where appropriate. Person Specification
Knowledge and skills
Good interpersonal and communication skills. Ability to work under pressure. A good understanding of confidentiality. Welsh speaker. Flexibility in times of staff absence. Experience
Experience of working with people. Experience working in a GP practice. Qualifications
GCSE English and Maths grade A to C. Welsh Speaker. 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.
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Answering telephone calls. Booking appointments. Greeting patients at the door. Scanning. Producing prescriptions. Working as part of the team. About us
Gwrych Medical Centre in Abergele is the main surgery. We are a forward-thinking practice with an excellent team of 10 partners, 4 salaried GPs, and we are also a training practice with currently 4 trainees. We are supported by an excellent admin team. Job responsibilities
Job responsibilities 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 patients and other visitors, either in person or via the telephone. Ensure effective and efficient reception service is provided to patients and any other visitors to the practice. Deal with all general enquiries, explain procedures, and make new and follow-up appointments. Using your own judgment and communication skills, ensure that patients with no prior appointments but who need urgent consultation are seen in a logical and non-disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery. Scanning documents into patient records accurately. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually. Advise patients of relevant charges for private (non-general medicine services) services, accept payment, and issue receipts for the same. Enter patient information on the computer as required. Patient notes and correspondence (retrieve and refile records, ensuring strict alphabetical order is adhered to). When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, and the alarm is activated. Undertake any additional duties appropriate to the post as requested by the partners or the Practice Manager. Any other duties deemed relevant. Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post holder may have access to confidential information relating to patients and their carers, practice staff, and other healthcare workers. They may also have access to information relating to the practice as a business organization. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers, or the business of the practice may only be divulged to authorized persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Health and Safety
The post-holder will assist in promoting and maintaining their own and others' health and safety and security as defined in the practice health and safety policy to include: Using personal security systems within the workplace according to practice guidelines. Identifying risks involved with work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Equality and Diversity
The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues, to include: Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgmental, and respects their circumstances, feelings, priorities, and rights. Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others who are undertaking similar work. Quality
The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance. Work effectively with individuals in other agencies to meet patients' needs. Effectively manage own time, workload, and resources. Communication
The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and carers. Recognize people's needs for alternative methods of communication and respond accordingly. Contribution to the implementation of services
The post-holder will: Apply practice policies, standards, and guidance. Discuss with other members of the team how the policies, standards, and guidelines will affect own work. Participate in audit where appropriate. Person Specification
Knowledge and skills
Good interpersonal and communication skills. Ability to work under pressure. A good understanding of confidentiality. Welsh speaker. Flexibility in times of staff absence. Experience
Experience of working with people. Experience working in a GP practice. Qualifications
GCSE English and Maths grade A to C. Welsh Speaker. 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.
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