Health Navigator

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.

Reporting to: Patient Services 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.

Based in the vibrant and cosmopolitan inner city area of Bristol, the practice serves over 18,000 patients. We offer a lively and supportive team, and an interesting and fulfilling workload. We offer free, secure car parking on site.

Qualifications