Health Navigator

4 months ago

Bristol, United Kingdom Montpelier Health Centre Full time

Montpelier Health Centre

Montpelier Health is a 2 Practice organisation operating in both inner city and rural health communities. We pride ourselves on being innovative and adaptable, especially in today’s challenging climate. We have 4 GP Partners, 9 salaried GPs and an experienced team of clinical and administration professionals.

We are currently looking for people to join our experienced and dynamic Reception team based at Montpelier Health Centre.

Health Navigator - permanent full time 37.5 hours a week

This role involves assisting and directing patients to access the most appropriate clinical services, and providing support to resolve general enquiries.

Confidence when dealing with the public, both in person and on the telephone, is essential. You must be computer literate, possess excellent communication skills, able to manage conflicting demands, and work well under pressure in a busy and diverse environment.

Previous experience in a similar environment desirable not but essential as appropriate training will be provided.

For further information on the role please contact Niamh Clarke, Assistant Operations Manager on 0117 942 6811.

**Responsibilities**:

- Provide cover for the front Reception desk, welcoming patients and visitors to the Practice and assisting them with their queries. Ensure all are dealt with confidentially, respectfully and holistically.
- Answer incoming telephone calls from patients with a professional and pleasant manner. Using Practice provided tools and protocols to signpost patients to the most appropriate service or healthcare professional.
- Book appointments accurately and with the appropriate clinician using the EMIS clinical system.
- Process online requests submitted by patients in line with Practice protocols, ensuring patients are updated on next steps.
- Manage patients who may be verbally or physically aggressive in a professional manner, using the appropriate alert systems and following Practice policy and training.
- Accept deliveries for the Practice team being mindful of delivery instructions such as refrigeration requirements and acting upon them.
- Deal with blood and urine specimens safely and in line with infection control policy, ensuring they are safely stored and ready for processing.
- Deal with situations involving distressed/unwell patients in line with Practice policies and training.
- Allocate test results to appropriate Clinicians using the EMIS clinical system and following Practice protocols.
- Follow Practice guidelines to support patients to access their prescriptions by liaising with the Medicines Management Team or appropriate Clinician.
- To take appropriate and accurate demographic/personal details of patients, to include disabilities, carer status and other details relating to equality and diversity, and update EMIS system accordingly. Utilise support from Registration Clerk or Lead Health Navigators if required.
- Follow all opening up and closing down checklist procedures to ensure security of the IT system and buildings, including clearing consulting rooms of confidential and protected documents.
- Handle financial transactions from patients in line with set protocols for chargeable documents.
- Organise transport for patients (emergency and non-emergency) if required.
- To carry out additional administrative tasks as requested and agreed with Line Manager.

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 organisation. 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 authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy, to include:

- Using personal security systems within the workplace according to Practice guidelines
- Identifying the risks involved in 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
- Reporting potential risks identified
- Act as Fire

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