Air Balloon Surgery

Care Navigator (Receptionist)

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Job summary

The role of Care Navigator is critical in the provision of services and ensuring that patients are able to access the most appropriate services for their needs. Two of our longest-serving members of staff are retiring, creating two part-time vacancies and opportunities to join our friendly but busy team. The role of Care Navigator will include a range of face to face, telephone and administrative work.

There are two vacancies:

Post 1 - 18 hours, worked over Mondays, Wednesdays and Fridays; Post 2 - 17 hours, worked over Wednesdays, Thursdays and Fridays.

Please see Practice Profile for more details about the hours and pay.

Main duties of the job

In the role of Care Navigator you would be working within the Care Navigator team to provide responsive and professional reception and patient navigation services to our 13,600 or so patients. The team currently comprises 12 receptionists who all work a range of part time working patterns. The surgery is currently open to the public from 08.00-18.30 Monday to Friday. Our Care Navigation (Reception) services are normally based in reception on the ground floor and in Records on the first floor, and all Care Navigators spend time working in both areas, covering a range of face to face, telephone and administrative tasks.

To be successful in this role, we would expect candidates to have experience of working within a busy reception, service or customer-focused environment, have excellent interpersonal skills, able to demonstrate a high standard of language and IT literacy, attention to detail, and the ability to remain calm under pressure. While primary care experience and knowledge of Emis Web may be an advantage, it is not essential as full training would be provided.

About us

We are a well established enterprising General Practice based in St George about three miles from the city centre in the East part of Bristol. We feel we can offer a rewarding working life, with a large and lively team committed to providing excellent patient care but also with a firm commitment to personal and professional development.

The Care Navigator team comprises 12 care navigators who all work part time. The surgery is currently open from 08.00-18.30 Monday to Friday.

Date posted

23 June 2023

Pay scheme

Other

Salary

£10.70 to £11 an hour Range dependant on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A0104-23-0002

Job locations

Kenn Road

Bristol

BS5 7PD

Job description

Job responsibilities

The purpose of this post is to provide care Navigator (Receptionist) services for the practice.

General Duties

Sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.

Carry out all duties within the policies and procedures established by the Practice.

Carry out all duties within the requirements of Health & Safety legislation, and ensure that due regard is given to the safety and security of other members of staff, patients and property.

Use the IT systems to assist with the efficient execution of duties.

Liaise with all other staff working within the Practice as necessary.

Carry out other tasks and duties from time-to-time or on a day-to-day basis as required and directed by the management team.

Assist with routine administrative tasks from other departments.

Initiate contact with and respond to requests from patients, other team member and associated healthcare agencies and providers.

To undertake specific assigned tasks, project support, or development / change work which may arise from time to time, under the direction of the relevant line manager.

Participate in development plans for the practice and their implementation.

Reception

Sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.

Make appointments for patients attending or calling by telephone, using the computer system, and in accordance with the Practices appointment protocols.

Receive telephone requests and make arrangements for home visits.

Receive general telephone enquiries and transfer callers to other surgery staff as appropriate.

Receive requests for repeat prescriptions.

Give out repeat prescriptions to patients and pharmacies attending.

Give out letters, reports, or forms to patients attending.

Liaison with other members of the Primary Health Care Team for patients attending.

Deal with all enquiries received by telephone or in person, as appropriate.

Working with the GP on duty, ensure that building is secure and alarmed at end of the Saturday or any other extended or out of hours session, in accordance with Practice Procedure.

Records

Receive overflow of telephone calls and sign-post patients appropriately to practice services in accordance with the navigation Standard Operating Procedures.

Receive general telephone enquiries and transfer callers to other surgery staff as appropriate.

Receive overflow of telephoned appointment requests and book appointments in accordance with the relevant appointments protocol.

Receive telephoned requests and make arrangements for home visits in accordance with the relevant home visits protocol.

File medical records, etc., from basket in records.

Process repeat prescription requests in accordance with the practice procedure.

Processing of GPP workflow and tasks.

Respond to requests for results and other clinical information in accordance with practice policy

Receive requests from GPs for extra notes during surgery, and liaise with GP using the appropriate message system.

Pull notes as required and send to Reception, or take directly to GP.

Cover in Records and Reception during busy periods or to cover breaks.

General photocopying

Electronic scanning of documents, letters and reports

Ensure that all records are filed in correct alphabetical sequence.

Ensure that all letters, reports and results are recorded or scanned and filed appropriately, and dealt with in accordance with the Practice Procedures for post and scanning.

Systems Administration & Support

Retrieval and provision of information or documents from practice systems or external bodies as required.

Assist with the cancellation and rebooking of doctor and nurse appointment sessions as required and as directed by the Assistant Practice Manager or Reception Service Manager.

Scanning on various clinical and non-clinical documents into appropriate patient records or directories.

Take and deal appropriately with incoming telephone calls.

Liaise directly with hospital personnel, labs and other agencies with regard to medical matters. This includes ringing for blood and x-ray results and chasing appointments, investigations, etc.

Liaise directly with patients by telephone or in person with regard to medical and administrative matters.

Working under the direction of other members of the team provide communication service as requested and required.