Bank Care Navigator

5 months ago

Bristol, United Kingdom Wellspring Surgery Full time

Our mission is to provide outstanding primary care for our patients, offering a service that works with, and for, the community to meet the widest range of care, health promotion and education for our staff and patients.

We have an extremely friendly, happy team comprising:

- 3 Partner GPs, 7 Salaried GPs
- ST2 & ST3 GP Trainees
- Large admin and reception team
- Nursing team and minor illness practitioner.
- Clinical pharmacy team
- Additional services of podiatrist, dietitian, care co-ordinator, physiotherapist, mental health practitioner

**Job responsibilities**

Job Title: Care Navigator/ Administrator

Reports to: Operations Manager

Hours: Monday-Friday (with possibility of early start, late finish or occasional Saturday)

Core hours are between 8am - 8pm

Reception work patterns will be arranged in shifts to the needs of the business.

There will occasionally be a need for all reception staff to be flexible in order to cover leave and extended hours shifts.

Job Summary: 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.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, providing a here to help approach and promoting a can-do ethos.

**Care Navigator Job Description and Person Specification**

Main Tasks and Responsibilities:
The duties and responsibilities to be undertaken by members of the practice navigation team may include any or all of the items in the following information. Duties may be varied from time to time under the direction of the practice management, dependant on current and evolving practice workload and staffing levels:

- Book appointments ensuring that enough information is recorded for clinician to follow, using the navigation protocols provided.
- To act as first point of contact for patients and visitors.
- Have a thorough knowledge of the practice and all policies and protocols relative to the role.
- Answering general enquires, explaining surgery procedures. Demonstrating up to date awareness of the various range of services the practice/community provides.
- Advise patients of relevant charges for private ( non-General Medical Services) services, accept payment and issue receipts for same.
- Deal with patient request for registration as per the practice protocol, explaining practice arrangements and formal requirements.
- Process patients E Consult information and action accordingly.
- To respond effectively to any accessibility needs of patients and visitors.
- Dealing with all the surgery post
- Maintaining confidentiality and data security at all times.
- Be fully conversant with the Practice computer system (currently EMIS) including Microsoft Office and NHS Mail.
- To follow opening and closing procedures
- Keeping the reception area, notice boards and leaflet dispensers tidy and free from obstruction and clutter.
- Support patients to use the self-testing station.
- Attend training sessions and participate in team meetings.

**Person Specification**

**Qualifications**

**Essential**
- Experience of working in a public reception environment
- Experience of dealing with public/ patients
- commitment to personal and professional development

**Desirable**
- NVQ level 2 or above in customer service
- Experience of medical reception work in primary care

**Experience**

**Essential**
- Experience dealing with enquiries over the telephone
- customer service skills
- IT skills

**Desirable**
- Familiar with medical terminology
- experience in working in general practice

**Skills**

**Essential**
- enthusiastic
- quick learner
- ability to work as part of an integrated multi skilled team
- ability to project a positive and friendly image to patients and visitors
- ability to work under pressure remaining calm and resilient

**Desirable**
- Additional Languages, in particular Somali, Arabic and Polish

**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 polices 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

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