Job description

Job responsibilities

Care Navigation

Receive and process patient requests, either in person, by telephone, online, or via other communication methods.

Use approved care navigation training and pathways to signpost patients to the most appropriate service, this can include following instructions from the triage or on call teams.

Book appointments according to practice protocols and appointment availability.

Support patients to access self-care resources, community services, pharmacy services, NHS services, and local support organisations where appropriate.

Promote and support the use of online services and digital healthcare solutions.

Ensure urgent clinical matters are escalated promptly in accordance with practice procedures.

Reception Duties

• Greet patients and visitors in a professional, courteous, and helpful manner.
• Manage incoming and outgoing telephone calls efficiently.
• Deal with patient enquiries and requests sensitively and effectively. This can include emails, phone calls, messages via digital platforms, etc
• Register new patients and maintain accurate patient records.
• Process appointment requests, cancellations, and amendments.
• Handle patient correspondence and documentation as required.

Administrative Duties

• Maintain accurate electronic records using the clinical system.
• Scan, code, redirect and file documentation in accordance with practice procedures.
• Process repeat prescription requests according to practice protocols.
• Support administrative tasks associated with patient care and practice operations.
• Assist with recalls, invitations, and other patient communications.
• Undertake administrative tasks as received from the clinical system

Patient Experience

Provide a high standard of customer service at all times.

Actively contribute to a positive patient experience.

Respond appropriately to patient concerns and direct complaints in line with practice policy.

Demonstrate empathy and professionalism when dealing with challenging situations

Governance, Compliance and Risk

• Support compliance with Care Quality Commission (CQC) standards, NHS regulations, and Practice policies.
• Take an active role to ensure the practices readiness for inspections and reviews from regulators and commissioners such as the CQC and ICB.
• Maintain health and safety, infection control, and data protection standards.
• Identify operational risks and take practical steps to resolve issues.

Finance and Resources

• Monitor resources, equipment, and space to ensure smooth operations. Ensure costeffective use of resources in daily operations.

Communication and Teamwork

• Act as a key point of contact
• Build effective working relationships with staff, patients, PCN colleagues, and suppliers.
• Attend meetings as requested

Other Duties and Expectations

• Provide temporary cover for selected responsibilities when required, such as during periods of annual leave
• Maintain knowledge of and compliance with Practice policies and procedures relating to this post
• Attend relevant training courses as requested by the Business Manager and Practice Partnership, including assigned statutory and mandatory training
• Undertake any other duties as required by the Practice and determined by the Business Manager and/or Practice Partnership
• Promote the welfare of children, young people and vulnerable adults and comply with the practice safeguarding policies and procedures.
• Maintain strict confidentiality regarding patient, staff and business information and comply with practice policies and procedures
• Follow practice policies in relation to Health and Safety and Patient Safety
• Be committed to equality, diversity and appropriate professional conduct
• Work within scope of practice and avoid decision making outside of competence

This job description is intended as a guide and does not constitute and exhaustive list of duties. It may be amended to meet the changing needs of the practice.

Person Specification

Qualifications

Essential

• Good standard of general education, including GCSEs (or equivalent) in English and Mathematics at Grade C/Level 4 or above.
• Evidence of good IT literacy, including the use of Microsoft Office applications and electronic record systems.
• Willingness and ability to undertake role-related training, including Care Navigation training and mandatory NHS training requirements.
• Understanding of the importance of confidentiality and data protection within a healthcare environment.

Desirable

• Care Navigation training or relevant NHS reception/care coordination qualification.
• NVQ Level 2 or 3 in Business Administration, Customer Service, Health and Social Care, or an equivalent qualification.
• Training in safeguarding, information governance, customer service or conflict resolution.
• Knowledge of NHS services and primary care pathways.
• Familiarity with clinical systems such as EMIS Web, SystmOne or similar healthcare software.

Experience

Essential

• Previous experience working in a customer-facing role, demonstrating excellent communication and interpersonal skills.
• Experience handling telephone, face-to-face and written enquiries in a professional and courteous manner.
• Experience managing competing priorities and working effectively in a busy environment.
• Experience maintaining accurate records and handling confidential information.
• Experience using computer systems for data entry, record keeping and administrative tasks.
• Experience working as part of a team and building positive working relationships.
• Demonstrable ability to provide a high standard of customer service and deal with challenging situations in a calm and professional manner.

Desirable

• Previous experience working in a GP practice, NHS organisation, healthcare setting or other patient-facing environment.
• Experience of care navigation, signposting, patient triage support or appointment management.
• Experience using clinical systems such as EMIS Web, SystmOne, Docman or NHS Digital platforms.
• Experience processing repeat prescriptions, patient registrations, referrals or healthcare-related administrative processes.
• Experience supporting compliance with healthcare regulations, policies and quality standards.
• Experience promoting and supporting the use of online services and digital healthcare solutions.
• Experience handling patient concerns or complaints in accordance with organisational policies.
• Experience contributing to operational improvement, risk management or service development initiatives.

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

Conisbrough Group Practice

Address

The Stone Castle Centre

Gardens Lane

Conisbrough

South Yorkshire

DN12 3JW

United Kingdom

Employer's website

https://conisbroughgrouppractice.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Clinical Practice

• Assess, diagnose, triage, and manage patients, taking responsibility for the management of a caseload
• Develop and make use of your full scope of clinical practice, including skills relating to supplementary prescribing and investigation when trained to do so
• Manage complex interactions, including working with patients with psychosocial and mental health needs, referring to social prescribing when appropriate
• Deliver programmes of supported patient self-management, in ways that facilitate behavioural change, optimise individuals' health, nutrition, fulfilment of personal goals and independence, and that minimise the need for pharmacological interventions
• Provide care which is tailored to the individual needs. This would include, appraising the impact of individuals' clinical status on their general health, well-being, employment status
• Support patients to set their own goals and be confident in their approach to self-management where appropriate.

Evidence, Research, and Development

• Develop relationships and a collaborative working approach across the PCN supporting the integration of pathways in primary care
• Work as part of an MDT in a patient facing role, using your expert knowledge of dietetics, to create stronger links for dietetic services through clinical leadership, teaching and evaluation skills
• Support research and audit programmes to evaluate and improve the effectiveness of our service
• Streamline the pathway of care by providing a responsive service so that patients receive timely access to care

Leadership

• Lead, manage and contribute to service delivery
• Implement all aspects of effective clinical governance for own practice, including undertaking regular audit and evaluation, supervision and training
• Communicate effectively and appropriately, with patients and carers, complex and sensitive information regarding diagnosis, pathology, prognosis and treatment choices supporting personalised care

Facilitating learning

• Provide feedback and support to other PCN clinical team members on appropriate referral criteria
• Critically reflect on own practice and continue to develop your skills.

Key skills and attributes

• Ability to work under pressure in a fast-paced and changing environment
• Strong clinical problem-solving and analytical skills, including ability to identify when to refer a patient to another service or for diagnostics
• Ability to critically reflect on your own professional developmental needs, and is motivated to progress your clinical development (with support)
• Strong communication and interpersonal skills, with an ability to work cohesively with a wider team
• Able to follow legal, ethical, professional and organisational policies/procedures and codes of conduct
• Office skills including the use of IT programmes, databases and other modern/tech based ways of working and collaborating

Person Specification

Qualifications

Essential

• Fully HCPC and BDA registered practicing Dietitian
• Minimum 3 years of clinical experience in dietetics
• An up-to-date understanding of Health Education Englands Roadmap to Practice

Desirable

• Completion of some level 7 MSc learning
• Previous clinical experience of first contact triage clinical work; even if in the private sector or freelance
• Previous experience of using EMIS / SystmOne

Experience

Desirable

• Experience with working with individuals with Type 2 Diabetes
• Experience with working with frail and elderly patients or in care homes
• Experience in weight management

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Primary Care Dietitians

Address

Conisbrough Group Practice

Gardens Lane

Conisbrough

Doncaster

South Yorkshire

DN12 3JW

United Kingdom

Employer's website

https://www.primarycaredietitians.co.uk/ (Opens in a new tab)