Health Navigator

6 months ago

Bristol, United Kingdom Montpelier Health Centre Full time

Montpelier Health Centre Health Navigator - Job description Reporting to: Assistant Operations Manager Hours: Full time (37.5hrs) Job Purpose: To receive, assist and direct patients in accessing the appropriate service or healthcare professional they need in a courteous, respectful, efficient and effective way. To provide general assistance to the whole Practice team and project a positive and friendly image to patients and other visitors, either in person, online or via the telephone. To liaise with other NHS bodies, health care providers, support workers and other professions to help resolve issues relating to the care of patients. 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 Warden if required (Full training will be given) Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorit

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