MONTPELIER HEALTH CENTRE
LEAD HEALTH NAVIGATOR
Montpelier Health Centre is a busy medical practice serving over 18,000 patients in central Bristol. We are looking for a full time experienced supervisor to provide a high quality service to the Practice and our patients.
JOB SUMMARY
We are looking to find somebody with supervisory experience join our reception department as part of the Montpelier Health Centre Lead Navigation Team. They will support and cooperate with other members of the team to provide holistic support to the health navigators and patients attending the practice.
You will deal with patients confidentially, respectfully and holistically. You will help signpost patients to the most suitable clinician/service to best support their needs. Duties will include speaking to patients and carers both face to face and on the telephone. You will also book appointments and deal with patient queries and enquiries.
You will liaise with other NHS bodies, health care providers, support workers and other professions on the telephone to help sort out problems and issues relating to the care of patients.
You will help support administrative processes within the practice and take on additional administrative tasks as requested, to support smooth and efficient workflow for the patient, clinical team and others involved in the healthcare of the patient.
At all times the post holder must act in a manner consistent with the ‘code of conduct and appearance’ when representing both Montpelier Health Centre and the NHS.
The following list serves to illustrate the scope and responsibilities of the post and is not intended to be exclusive.
SUPERVISORY FUNCTIONS
- To provide a supervisory function to the reception team supporting the Patient Services Manager and existing supervisory team, thereby assisting with the smooth running of the Practice.
- To assist in the leadership of the reception team, ensuring an efficient and professional manner is maintained.
- To provide a focal point of communication between patients, doctors and other medical staff.
- To act as a role model, demonstrating and promoting the standards expected by the Practice and creating the energy and enthusiasm for the service.
- To liaise with and assist the Patient Services Manager and existing supervisory team as and when required.
- To deputise in the absence of the Patient Services Manager.
- Assisting in the supervision and leadership of the reception staff at the Practice
- Act as a role model to reception staff, supporting, motivating and promoting good staff relations.
- Ensure all Practice Protocols are understood and adhered to. .
- Liaise with the Patient Services Manager and existing supervisory team to monitor/report on staff attendance, sickness absence and annual leave.
- Liaise with the Patient Services Manager and existing supervisory team to ensure cover and suitable contingency plans are in place for all leave, including unforeseen absence.
- Lead involvement with induction/training and eConsult
- Organise agency/bank staff and daily rotas in absence of the Patient Services Manager.
RECEPTION DUTIES
· Answering the telephone with a professional and pleasant manner
· Dealing with patient queries accurately, efficiently and effectively
· Accurately take messages, include patient details, contact details and specific content of the message and convey to the appropriate person.
· Book appointments accurately and with the appropriate clinician using the EMIS clinical system
· Signpost and prioritise patients in line with appropriate training
· To take appropriate and accurate demographic/personal details of patients, to include disabilities, carer status and other details relating to equality and diversity.
· Deal with incoming confidential e mails from patients
· Opening, sorting and distributing incoming post in an efficient and timely way
· Use the clinical system effectively to inform clinical staff of relevant information relating to their patient.
· Deal with prescription queries effectively and in a timely way. Completing patient requests for repeat medication accurately and within the practice standards
· Organise transport (emergency and non-emergency) if required
· Follow all start up and close down procedures daily to ensure security of the IT system and buildings.
· Liaise with technical support in the absence of IT support on the premises.
· To assist the administration process of ordering, taking delivery and maintaining stock supplies, being mindful of delivery instructions such as refrigeration requirements and acting upon them
· To carry out specific, additional administrative tasks as requested and agreed with line manager
· Undertake any other duties required by the practice to assist in the day to day running of the service.
· Deal with situations involving distressed/unwell patients in line with policies and training
· Manage patients who may be verbally or physically aggressive in a professional manner, using the appropriate alert systems and by following policy and training.
· Deal with blood and urine specimens safely and in line with infection control policy, ensuring they are safely stored and ready for collection
· Manage financial transactions in line with set protocols
· Assist with day to day emailing requirements as necessary for the role
· Participate in a weekly staff rota to cover the lead reception/call handling requirements during practice opening hours.
Communication
· To communicate on the phone, by email, fax or in person with staff from a wide variety of NHS/other departments in a confidential, professional and efficient manner so that good communication between the surgery and all other services is maintained
· To communicate in a professional, friendly and helpful way with patients, carers and the general public to maintain an excellent profile for the surgery amongst its users
· To maintain confidentiality for all patients and users of the service
· To communicate effectively and sensitively with service users who may be angry, confrontational, upset, anxious, fearful or have communication difficulties such as poor language skills, hearing loss or disabilities.
Responsibility
· To carry out duties with a level of autonomy and minimum supervision, working within broad procedural guidelines
· Use own initiative to deal with own workload and day to day tasks
· To support the effect maintenance and management of office systems
· To be responsible for identifying own training needs and training needs that may help improve service quality
· To take responsibility when a clinician is unexpectedly not available in clinic, cancelling and rebooking appointments as directed
· Work in accordance with practice policies and procedures
· Report incidents and near misses to ensure the continued safety of staff, patients and visitors to the practice
· Report incidents and areas of non-compliance to ensure that the practice responds and learns from errors and untoward events
General Duties
- The Post Holder may be required to work additional hours to cover holidays and sickness.
- Maintaining regular consistent attendance, punctuality, personal appearance and adherence to relevant health and safety procedures.
- To attend all statutory and mandatory training courses and any courses specific to this role.
- To be available for staff meetings and meetings with management.
- To have a good understanding and follow company policies and procedures.
· Establish and maintain effective working relationships with co-workers and the general public.
· Attend performance and development reviews with your line manager
Flexibility
This role profile is intended to provide a broad outline of the main responsibilities only. The post-holder will need to be flexible in developing the role both in initial and ongoing discussions with the designated manager
Confidentiality
· Under the Data Protection act 2018 / GDPR 2018, the post-holder must maintain the confidentiality of information about patients and staff. The work is of a confidential nature and information gained must not be communicated to other persons except in the recognized course of duty. Unauthorised disclosure of confidential information will result in disciplinary action and may lead to your dismissal.
· 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 Montpelier Health’s policies and procedures relating to confidentiality and the protection of personal and sensitive data.
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 recognises the importance of people’s rights, interpreting them in a way that is consistent with 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
Safeguarding
To be fully aware of and understand the duties and responsibilities arising from the Children’s Act 2004 and Working Together in relation to child protection and safeguarding children and young people as this applies to the worker’s role within the organisation
To also be fully aware of the principles of safeguarding as they apply to vulnerable adults in relation to the worker’s role, which will include recognising they types and signs of abuse and neglect and ensuring that the worker’s line manager is made aware and kept fully informed of any concerns which the worker may have in relation to safeguarding adults and/or child protection
Everyone within Montpelier Health Centre has a responsibility for, and is committed to safeguarding and promoting the welfare of vulnerable adults, children and young people and for ensuring that they are protected from harm. Montpelier Health Centre ensures that local Child Protection and Safeguarding Adult policies and procedures are adhered to by all members of staff
Health & Safety
Employees must be aware of the responsibilities placed on them under the Health and Safety at Work Act (1974) to ensure that the agreed procedures are carried out to maintain a safe environment for patients, visitors and staff.
Environment
The postholder needs to be aware of Montpelier Health’s impact on the environment and be vigilant and pro-active in ensuring they adhere to the management strategy i.e. recycling, waste management, use of vehicles etc.
Rehabilitation of Offenders Act
This post is not exempt from the Rehabilitation of Offenders Act 1974 therefore you are only required to declare any convictions you have which are not ‘spent’ under the act.
The main duties and responsibilities shown above are not exhaustive but should merely be regarded as a guide. The post-holder will be expected to conduct any reasonable activities according to the business needs at that time. These will be subject to periodic review and may be amended to meet the changing needs of the business. The post holder will be expected to participate in this process and the employer would aim to reach agreement to changes.
Job Types: Full-time, Permanent
Pay: £14.43 per hour
Benefits:
- Company pension
- On-site parking
Experience:
- Supervising experience: 1 year (preferred)
- Customer service: 1 year (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
