Patient Navigator

• 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.

Essential

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

Desirable

• Qualified to NVQ level 3 in customer care

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.

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