Telephonist Navigation Coordinator

3 months ago

Gloucester, United Kingdom Severnside Medical Practice (Previously Gloucester City Health Centre) Full time

A part-time Telephonist is required for a busy GP Practice. Previous experience of working in a GP surgery is very desirable, an example of other suitable experience would be of working in a high-pressured telephone and customer facing role. Must also be flexible to cover holidays and sickness absence.

The Telephonist will lead in care navigation within the reception team ensuring that all care navigation avenues and tools are well promoted and used within the team and the wider primary care network. Answer incoming calls as timely as possible to ensure that the phones are answered with mínimal delay.

We are located in a brand-new purpose-built surgery with excellent facilities and staff perks such as NHS pensions, park fruit and healthy snack provision.

20-25 hours per week to be agreed.

Preferred weekly shift pattern

Monday - 9am-6pm

Tuesday - 1.30pm-6pm

Wednesday - 1.30pm-6pm

Thursday - Off

Friday - 1.30pm-6pm

The qualifications and experience requirements for the role are shown in the Job

Description / Person Specification.

TELEPHONIST NAVIGATION COORDINATOR
**JOB TITLE**: TELEPHONIST NAVIGATION COORDINATOR

**REPORTS TO**: PRACTICE MANAGER/DEPUTY & RECEPTION SUPERVISOR

**HOURS**: Hours per week (as contract)

**Job Summary**:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

To Lead in the promotion and increasing knowledge internally, within our Primary Care Network (PCN) and externally to patients of appropriate care navigation pathways.

Answer incoming calls as timely as possible to ensure that the phones are answered with mínimal delay.

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

**Responsibilities**:

- Ensure an effective and efficient care navigation service is provided to patients over the telephone and any other visitors to the Practice by promoting resources internally to the Reception team and the wider Primary Care Network.
- Deal with all general enquiries mainly on the telephone, explain procedures and make new and follow-up appointments.
- Using your own judgment and communication skills ensure that patients with no prior appointment 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.
- Answer incoming calls as timely as possible to ensure that the phones are answered with mínimal delay.
- Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits, ensuring careful recording of all relevant details and where necessary refer to Duty Clinician.
- Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.
- Enter patient information on to the computer as required.
- Tidy the waiting room in turn with other staff.
- To take part in Reception administration duties if required.
- Undertake any other additional duties appropriate to the post as requested by the Partners or Management Team.

**Premises**:

- Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
- When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
- Check Panic alarms weekly
- Report premises problems to the Maintenance department

**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 suc

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