Health Navigator in Bristol

Montpelier Health is an inner city GP Practice based in Montpelier, Bristol. We pride ourselves on being innovative and adaptable, especially in today's challenging climate. We have 4 GP Partners, 9 salaried GPs and an experienced team of clinical and administration professionals. We are currently looking for people to join our experienced and dynamic Reception team based at Montpelier Health Centre.

Main duties of the job

This role involves assisting and directing patients to access the most appropriate clinical services, and providing support to resolve general enquiries. Confidence when dealing with the public, both in person and on the telephone, is essential. You must be computer literate, possess excellent communication skills, able to manage conflicting demands, and work well under pressure in a busy and diverse environment.

About us

Based in the vibrant and cosmopolitan inner city area of Bristol, the practice serves over 21,000 patients. We offer a lively and supportive team, and an interesting and fulfilling workload. We offer free, secure car parking on site.

Job responsibilities

Reporting to: 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.

• 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.
• 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 people's 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 priorities and rights.

Personal/Professional Development: The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality: The post-holder will strive to maintain quality within the Practice, and will:

• alert other team members to issues of quality and risk assess own performance and take accountability for own actions, either directly or under supervision.
• contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
• work effectively with individuals in other agencies to meet patients needs.
• effectively manage own time, workload and resources.

Communication: The post-holder should recognise the importance of effective communication within the team and will strive to:

• communicate effectively with other team members both clinical and non-clinical.
• communicate effectively with patients and carers.
• recognize people's needs for alternative methods of communication and respond accordingly.

Ensure that the practice presents a professional welcome to its patients and to that end this role is designed to change and adapt to the needs of the practice. Therefore, this job description is a guide and as such is not exhaustive.

Person Specification

• Educated to GCSE, grade C or above (or equivalent) in English Language and Maths.
• Experience of dealing with the public, both on the telephone and in person.
• Good IT skills including use of spreadsheets.
• Resilient and able to work under pressure with competing demands, whilst maintaining a high standard of accuracy.
• Ability to prioritise workload.
• Excellent attention to detail and accuracy skills.
• Ability to listen carefully in order to understand the needs of others.
• Uses initiative.
• Ability to build effective working relationships with all practice staff.
• Ability to work across Practice opening hours.
• Flexibility for cover.
• Willingness to learn and acquire new skills.
• Previous clerical / administrative experience.
• Primary Care / NHS experience.
• Use of electronic Patient Administration Systems such as EMIS.
• Ability to negotiate and influence others with credibility.
• Ability to work for long periods of time with frequent use of VDU and keyboards.

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.