Health Navigator

Job description

Job responsibilities

SIGNPOSTING

To skilfully negotiate with patients to direct them to the right care or right clinician both on the phone and on the front desk.

To keep patient messaging consistent, professional and clear both on the phone and on the front desk.

To have a problem-solving mentality whilst maintaining excellent customer service skills both on the phone and on the front desk.

To utilise the signposting resources (i.e AccuRX, nurse matrix & community pharmacy matrix) available to maximise efficiency, to keep signposting standardised and clinically safe both on the phone and on the front desk.

To check incoming eConsults and signpost accordingly.

To maintain honesty and confidentiality both on the phone and on the front desk.

To maintain a welcoming attitude and greet patients whilst on the phone and on front desk.

WORKFLOW

To efficiently manage incoming workflow electronic or paper, in a timely manner, ensuring it is appropriately dealt with independently or by the right member of the practice team.

To regularly check and action e-mails, accuRx responses, EMIS tasks, docman tasks and website submissions.

To daily scan the incoming post and documents on to docman.

To daily action the prescriptions if prescriptions administrator is absent.

APPOINTMENTS

To use the appropriate EMIS slot type, allocated time & clinician.

Toggle between booking GP telephone and face to face appointments where necessary.

To maximise the clinical time by efficiently booking appointments and minimising gaps.

To ensure patients are being booked an appropriate QOF/vaccine appointment by checking the QOF prompt or consultation screen where necessary.

To ensure communication with patients regarding appointment demand and its fulfilment is consistent and in line with current practice direction and policy.

This job description is not a complete list of duties but is intended to give a general indication of the range of work undertaken. It will vary over time as demands and priorities within the Practice change. Significant changes in the range of work undertaken will be made only after discussion with the post holder.

Person Specification

Personal Specification

Essential

• Customer Service/communication
• Able to demonstrate a professional, polite welcoming customer service etiquette both in verbal and written communication.
• Able to maintain good internal communication and handovers within the team.
• Providing constructive feedback when requested
• Organisational Skills
• Able to keep up with organisational changes and communications, reading emails and other communications each working day as well as taking on-board verbal communications.
• Able to apply yourself when training is received and demonstrate the new skills gained.
• Problem Solving
• Able to demonstrate an independent attitude
• Able to take ownership of varying tasks and responsibilities with a can do attitude.
• Able to use the materials & training provided (such as AccuRX ask me anything) to provide appropriate solutions to patient queries or problems.
• IT Skills
• Competent with IT relevant to the role
• Using IT effectively to manage your workload.
• Flexibility & Teamworking
• Willing to cover holiday shifts and sickness when the needs arise.
• Maintaining a good teamworking attitude
• Resilience
• Resilient
• Having the ability to keep to practice policy consistently even when patients insist/ demonstrate difficult behaviour.
• Note: support available from managers, partners and written protocols to assist in difficult situations

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Fallodon Way Medical Centre

Address

13 Fallodon Way

Bristol

BS9 4HT

Employer's website

https://www.fwmc.org.uk (Opens in a new tab)