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Job description

You will work in the reception department as part of the Charlotte Keel Medical Practice Reception Services team. You will receive, assist and direct patients in accessing the appropriate service or clinician in a courteous, efficient and effective way and will project a positive and welcoming image to patients, other visitors and members of the Practice team. You will work to agreed targets and timescales, and in accordance with Practice policies, protocols, guidelines and procedures.

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/carers face to face and on the telephone. Booking appointments and dealing with patient queries and enquiries.

You will liaise with other NHS bodies, health care providers, support workers and other professionals on the telephone to help sort problems and issues relating to the care of patients.

You will proactively encourage registrations from patients within our boundaries. You will enter registration information onto the system accurately and systematically dealing with any queries as they arise.

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.

You will be responsible for the safe and effective management of patient enquiries and patient related admin. This will include signposting and navigating to other services and liaising with patients on behalf of clinicians.

BrisDoc Healthcare Services is a growing healthcare provider that is seeking to employ a Health Navigator at Charlotte Keel Medical Practice, Bristol, working in a committed and skilled multidisciplinary team.

Charlotte Keel Medical Practice has a patient population of approximately 19,500 patients. The Practice is at the vibrant & colourful heart of Bristol’s inner city, serving a population from all corners of the world and from all walks of life, and passionately believes in responding to all of our patients’ cultural & social agendas. The team is enthusiastic, friendly and place a strong emphasis on wellbeing and a supportive environment.

We are seeking a pro-active and flexible candidate who will strive to deliver a high standard of patient care. This is a fast-paced and dynamic organisation so we all looking for candidates who will thrive in this environment.

• Answering the telephone within agreed timescales with a professional and pleasant manner.
• Dealing with patient queries both personal and via telephone accurately, efficiently and effectively.
• Registering patients on the clinical system whether they are a regular, immediately necessary, temporary resident or private patient accurately and completely.
• Accurately taking messages including patient details, contact details and specifics of the message and convey to the appropriate person using appropriate methods of communication dependant on urgency.
• Booking appointments accurately with the appropriate clinician using the clinical system.
• Signposting and prioritising patients in line with appropriate training.
• Taking appropriate and accurate demographic / personal details of patients to include disabilities, carer status and other details relating to equality and diversity.
• Rescheduling patient appointments in the event of unplanned clinician absence.
• Organising transport (emergency and non-emergency) if required.
• Processing change of address instructions.
• Dealing with prescription queries effectively and in a timely way. Completing patient requests for repeat medication accurately and within the practice standards.
• Following all start up and close down procedures daily to ensure security of the IT system and buildings.
• Taking delivery of stock supplies, being mindful of delivery instructions such as refrigeration requirements and acting upon them.
• Processing and distributing incoming and outgoing print mail in an efficient and timely way.
• Dealing with incoming confidential emails and faxes efficiently.
• Retrieving, copying and filing general paper documents.
• Providing clerical assistance to practice staff as required including data processing, faxing, filing, photocopying and scanning.
• Compiling new patient registration packs.
• Registering new patients.
• Deducting outgoing patients.
• Carrying out specific, additional administrative tasks as requested and agreed with the line manager and / or Practice Manager as required for the day to day running of the service.
• Using the clinical system effectively to inform clinical staff of relevant information relating to their patient.
• If called upon, and following training, assisting the clinical staff with emergency first aid and basic life support.
• Dealing with situations involving unwell and vomiting patients and bereaved / distressed visitors in line with policies and training.
• Managing patients who may be verbally or physically aggressive in a professional manner, using the appropriate alert systems and following policy and training.
• Dealing with any blood and urine specimens safely and in line with infection control policy ensuring they are safely stored and ready for collection.
• Managing financial transactions in line with set protocols.
• This list is not exhaustive