Lead Health Navigator

7 months ago

Bristol, United Kingdom Montpelier Health Centre Full time

**MONTPELIER HEALTH CENTRE**

**LEAD HEALTH NAVIGATOR**

Montpelier Health Centre is a busy medical practice serving over 22,000 patients in central Bristol just off Stokes Croft. We are looking for a full time experienced supervisor to provide a high quality service to the Practice and our patients.

**JOB SUMMARY**

We are looking to find somebody with supervisory experience join our reception department as part of the Montpelier Health Centre Lead Navigation Team. They will support and cooperate with other members of the team to provide holistic support to the health navigators and patients attending the practice.

You will deal with patients confidentially, respectfully and holistically. You will help signpost patients to the most suitable clinician/service to best support their needs. Duties will include speaking to patients and carers both face to face and on the telephone. You will also book appointments and deal with patient queries and enquiries.

You will liaise with other NHS bodies, health care providers, support workers and other professions on the telephone to help sort out problems and issues relating to the care of patients.

You will help support administrative processes within the practice and take on additional administrative tasks as requested, to support smooth and efficient workflow for the patient, clinical team and others involved in the healthcare of the patient.

At all times the post holder must act in a manner consistent with the ‘code of conduct and appearance’ when representing both Montpelier Health Centre and the NHS.

The following list serves to illustrate the scope and responsibilities of the post and is not intended to be exclusive.

**SUPERVISORY FUNCTIONS**
- To provide a supervisory function to the reception team supporting the Assistant Operations Manager and existing supervisory team, thereby assisting with the smooth running of the Practice.
- To assist in the leadership of the reception team, ensuring an efficient and professional manner is maintained.
- To provide a focal point of communication between patients, doctors and other medical staff.
- To act as a role model, demonstrating and promoting the standards expected by the Practice and creating the energy and enthusiasm for the service.
- To liaise with and assist the Assistant Operations Manager and existing supervisory team as and when required.
- To deputise in the absence of the Assistant Operations Manager.
- Assisting in the supervision and leadership of the reception staff at the Practice
- Act as a role model to reception staff, supporting, motivating and promoting good staff relations.
- Ensure all Practice Protocols are understood and adhered to..
- Liaise with the Assistant Operations Manager and existing supervisory team to monitor/report on staff attendance, sickness absence and annual leave.
- Liaise with the Assistant Operations Manager and existing supervisory team to ensure cover and suitable contingency plans are in place for all leave, including unforeseen absence.
- Lead involvement with induction/training and eConsult
- Organise agency/bank staff and daily rotas in absence of the Assistant Operations Manager.

**RECEPTION DUTIES**
- Answering the telephone with a professional and pleasant manner
- Dealing with patient queries accurately, efficiently and effectively
- Accurately take messages, include patient details, contact details and specific content of the message and convey to the appropriate person.
- Book appointments accurately and with the appropriate clinician using the EMIS clinical system
- Signpost and prioritise patients in line with appropriate training
- To take appropriate and accurate demographic/personal details of patients, to include disabilities, carer status and other details relating to equality and diversity.
- Deal with incoming confidential e mails from patients
- Opening, sorting and distributing incoming post in an efficient and timely way
- Use the clinical system effectively to inform clinical staff of relevant information relating to their patient.
- Deal with prescription queries effectively and in a timely way. Completing patient requests for repeat medication accurately and within the practice standards
- Organise transport (emergency and non-emergency) if required
- Patient registration where necessary and in the absence of Patient Registration Clerk
- Follow all start up and close down procedures daily to ensure security of the IT system and buildings.
- Liaise with technical support in the absence of IT support on the premises.
- To assist the administration process of ordering, taking delivery and maintaining stock supplies, being mindful of delivery instructions such as refrigeration requirements and acting upon them
- To carry out specific, additional administrative tasks as requested and agreed with line manager
- Undertake any other duties required by the practice to assist in the day to day running of the service.
- Deal with situations invol

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