Care Navigator/GP ReceptionistNHS

Job summary

We are seeking a highly motivated and patient focused individual to join our friendly and supportive reception team.

32.5 hours per week: Monday and Friday full days essential with the remaining hours to be negotiated

You will need to be responsible for the general administrative and reception duties within the Practice and work with our established processes, policies and procedures to provide a comprehensive high-quality service and deal efficiently and courteously with patient enquiries.

Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community.

Main duties of the job

To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.This role will come into contact with patients and public and the holder must be professional, of smart appearance, have a friendly manner and be able to deal with patients, public and staff in a sensitive, tactful and discrete manner whilst maintaining strict confidentiality.

Undertake a variety of administrative tasks as determined by need and competency in order to support the work of delivering high quality services to patients of the Practice.

Job description

• To provide nonclinical information or advice to patients or relatives to support them in navigating the wider healthcare system. This could be via telephone, face to face and digital mediums.
• To work alongside the on-call team to ensure patients receive the right care at the right time from the right person.
• To follow the repeat prescription process to ensure patients medication is received in the most efficient and timely manner possible.
• To work independently and to be aware when to seek advice.
• To respond and prioritise immediate requests from patients, clinical staff and other outside agencies.
• To utilise the appointment system ensuring that appointments are booked as per practice protocols and nurse traffic light system. This includes appointments for healthcare professionals at other sites e.g. improved access appointments, physio, social prescribing link workers.
• To support callers in completing EConsults either directly with patients or family members, carers or guardians in completing the forms or supporting callers on how to complete the process in order to obtain a patient appointment with a clinician.
• To be responsible for maintaining patients medical records to include change of address, telephone number and any information on the clinical system.
• To understand and work within the Practice policies and protocols applicable to the role of the Receptionist/Care Navigator.
• To communicate effectively and promptly to all enquires using a high level of discretion, tact, diplomacy and empathy in a calm and confidential manner. This will ensure a smooth, efficient, friendly and welcoming practice.
• To take accurate messages and relay to relevant personnel in the most appropriate manner.
• To scan documents onto the patients clinical record and send via workflow, if required
• To register and deduct patients ensuring all paperwork and associated tasks are completed.
• To book patient transport.
• Ensure the building is unlocked in the morning and is secure upon vacating at the end of the day when working within the H&S guidance and protocols.
• To be adaptable in a constantly changing environment, actively participating in the decision process involved in the progression of the practice.
• To undertake any other duties that may be reasonably requested of the post holder to help the Practice run smoothly.
• To ensure that you and others take notice of and operate within relevant Health and Safety guidelines.
• To be willing to undertake training in line with the requirements of the role and the Practice.
• To have a flexible approach to help in supporting cover in other staff absences.

About us

We are based in a leafy, suburban area of North-West Bristol; conveniently close to the M5 motorway and an easy and pleasant drive from central Bristol. We enjoy the benefits of a bright, modern, purpose-built Health Centre.

Our 11,200 patients are looked after by 6 clinical Partners, 6 salaried GPs and 2 ANPs, with support from our experienced Treatment Room, Administration and Patient Services teams.

We are a hard-working and close-knit bunch, with an emphasis on humour and peer support to meet the current challenges in primary care. We enjoy entertaining staff nights out and there is always plenty of chat and information flow on our WhatsApp groups.