Job summary
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, busy team comprising:
3
Partner GPs, 8 Salaried GPs
ST2
& ST3 GP Trainees
Large
admin and reception team
Nursing
team and minor illness practitioner.
Clinical
pharmacy team
Additional
services of podiatrist, care co-ordinator, physiotherapist
The purpose of the role is to offer general assistance to the Practice team and
project a positive, helpful and friendly image to patients and other visitors,
either in person or via the telephone.
Receive, assist and direct patients in accessing
the most appropriate service or healthcare professional in a courteous, efficient
and effective way, providing a here to help approach and promoting a can-do
ethos.
Main duties of the job
Our Care Navigators are trained to support our patients and visitors, whether they make contact at the Surgery, over the phone or through an online consultation. The team use searchable practice protocols to ensure the patient sees the most appropriate member of the team and assist with administrative needs.
You will be part of a busy team meeting patients on a daily basis. We want all of our patients to feel welcome and the patient experience is very important to us.
About us
Wellspring Surgery is proud to work with the patients of Barton Hill in Bristol. The team is passionate about supporting patients with their health care needs in an inner-city community.
For more information about Wellspring Surgery please visit our website: www.wellspringsurgerybristol.nhs.uk
Job description
Job responsibilities
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.
Job description
Job responsibilities
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
Desirable
- NVQ level 2 or above in customer service
Experience
Essential
- Experience of working in a public reception environment
- Experience of dealing with public/ patients
- commitment to personal and professional development
- Experience dealing with enquiries over the telephone
- customer service skills
- IT skills
Desirable
- Experience of medical reception work in primary care
- Familiar with medical terminology
- experience in working in general practice
Knowledge and skills
Essential
- enthusiastic
- quick learner
- ability to work as part of an integrated multi skilled team
- positive and helpful communication skills to all patients and visitors
- ability to work under pressure remaining calm and resilient
Desirable
- Additional Languages, in particular Somali, Arabic and Polish
Person Specification
Qualifications
Desirable
- NVQ level 2 or above in customer service
Experience
Essential
- Experience of working in a public reception environment
- Experience of dealing with public/ patients
- commitment to personal and professional development
- Experience dealing with enquiries over the telephone
- customer service skills
- IT skills
Desirable
- Experience of medical reception work in primary care
- Familiar with medical terminology
- experience in working in general practice
Knowledge and skills
Essential
- enthusiastic
- quick learner
- ability to work as part of an integrated multi skilled team
- positive and helpful communication skills to all patients and visitors
- ability to work under pressure remaining calm and resilient
Desirable
- Additional Languages, in particular Somali, Arabic and Polish
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
