Patient Navigator

Job summary

The Avenue Surgery is seeking an enthusiastic and forward- thinking patient navigator to join our like minded team. The successful candidate will be the first contact for patients, either face 2 face or via the telephone. Offering general assistance to the practice team, projecting a positive and friendly image to patient's and other visitors.

Receive, assist and direct patients in accessing the 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

Job summary for the post:

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

About us

The Avenue Surgery is a non-dispensing, training practice, caring for circa. 18000 patients in and around the rural town of Warminster, Wiltshire which is within easy commute to the Cities of Bath and Salisbury.

The practice is led by 7 GP partners and a very hard working team of both clinical and administrative staff. The team are committed to the surgery vision to provide a service that works with, and for, the community to meet the widest range of care, health promotion and education for our patients and our staff members.

Job responsibilities

Role Details

Job Title

Patient Navigator with chaperone duties

Hours per week

full and part time hours

Reports to

Patient Navigator team leader

Primary Location/ Base

The Avenue Surgery

Job Purpose:

Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, providing a here to help approach and promoting a can do ethos.

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

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 senior receptionist or practice management, dependant on current and evolving practice workload and staffing levels:

• Have a thorough knowledge of the practice and all policies and protocols relative to the role.
• Ensure that the reception is manned at all times during the practice opening hours.

• Answering general enquires, explaining surgery procedures. Demonstrating up to date awareness of the various range of services the practice/community provides.

• Be able to cover all reception roles, including cover at alternative locations if required.

• Respond to a patient in an emergency
• 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 through Accrux triage tool action accordingly, whether face 2 face or on the telephone.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
• Demonstrate familiarity with all appointment systems in operation
• Book appointments ensuring that enough information is recorded for clinician to follow, using the signposting tool on the clinical booking system.
• Monitor and direct patients where necessary to consulting and treatment rooms.
• Draw the Doctors/Nurses attention to any patient who may need immediate attention
• Make the Doctors/Nurses aware of patients with special needs e.g. deaf or blind.
• Support and act as a chaperone for vulnerable patient groups attending appointments, following the practice chaperone policy and safeguarding.

• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
• Dealing with franking of all mail generated by the practice.

• Maintaining Confidentiality at all times.
• Ensure that the telephone system is operational at beginning and end of each day in accordance to practice protocol
• Have working knowledge of telephone system

• Be fully conversant with the Practice computer system including word and Microsoft outlook.
• Strictly adhere to the practice computer security protocol

• Ensure building security have thorough knowledge of doors/windows/alarms (including opening up procedures, de-activation of alarm system and making all necessary preparations to receive patients.

• Keeping the reception area, notice boards and leaflet dispensers tidy and free from obstruction and clutter.

• Attend training sessions.

NOTE: This job description was accurate at the time of its compilation. However, changes are frequent in general practice and post-holders are expected to be flexible and to agree to reasonable changes from time to time once these have been discussed with the post holder.

Person specification

Qualifications

Essential

• GCSE grade A - C in English & Maths.
• NVQ level 2 in customer care.

Desirable

• Qualified to NVQ level 3 in customer care

Personal Attributes

Essential

• Ability to use own judgement, resourcefulness and common sense.
• Ability to work without direct supervision and determine own workload priories.
• Ability to work as part of an integrated multi-skilled team.
• Pleasant, articulate and helpful, with an ability to work under pressure.
• Attention to detail.
• An understanding of and adherence to the need for strict confidentiality.
• Ability to project a positive and friendly image to patients and visitors.

Desirable

• Ability to work in a changing environment, ability to adapt to immediate changes when required to do so.

Experience

Essential

• Experience of working in a public reception environment, dealing with the public on a day 2 day basis.
• Telephony and computer experience.
• Personal commitment to training and personal development.

Desirable

• Experience of medical reception work in Primary Care.
• Experience with working with TPP computer system and familiarity with medical terminology