Overview
As a Health Navigator within Patient Services, you will be the first point of contact for patients, assisting them in accessing the right services and creating a welcoming experience at the Practice. You will support administrative processes and complete additional tasks as required to ensure a smooth and efficient workflow for patients, the clinical team, and wider healthcare partners. All work will be delivered to agreed targets, timescales, and in line with Practice policies and procedures. You will treat patients with confidentiality, respect, and empathy, signposting them to the most appropriate clinician or service. Duties include speaking with patients and carers in person and by phone, booking appointments, handling queries, and liaising with NHS bodies, healthcare providers, and other professionals to resolve issues relating to patient care. You will promote and process patient registrations, entering information accurately into the system and resolving any related queries.
Main duties of the job
Responsibilities
* Be the first point of contact for patients (in person or by phone) and help them navigate their healthcare needs, including booking or rescheduling appointments, registering patients, taking messages, and providing assistance quickly and efficiently.
* Answer incoming telephone calls within agreed timescales in a professional, prompt, and pleasant manner.
* Manage patient queries, signpost and prioritise in line with practice policies.
* Support patients with compassion and professionalism, including those who are distressed, bereaved, or unwell, in accordance with training and policy.
* Remain calm and professional in emergencies or challenging situations.
* Work on the clinical assessment screen alongside the on-call GP to book patient appointments.
Accurate Documentation and Administration
* Manage bookings, messages, and prescriptions accurately and efficiently.
* Register new patients on the clinical system, including regular, temporary, immediately necessary, or private patients.
* Complete new patient registration packs and update patient demographic details, including disabilities, carer status, and other equality/diversity data.
* Take accurate and detailed messages and pass them to the appropriate person using suitable communication methods based on urgency.
Safety, Patient Care and Communications
* Signpost patients to appropriate care, following guidance from senior staff and policies to ensure safety and wellbeing.
* Use the clinical system to inform clinical staff of relevant patient information and, after training, assist with emergency first aid and basic life support if required.
* Safely handle blood and urine specimens in accordance with infection control policy, ensuring correct storage for collection.
* Read and respond promptly to incoming calls and emails to ensure patients and healthcare professionals feel supported.
* Process and distribute incoming and outgoing post, print mail, and emails efficiently.
Administrative and Financial Support
* Work closely with clinical and administrative teams to ensure smooth patient journeys, providing clerical and administrative support (data processing, filing, photocopying, scanning, document retrieval) especially under pressure.
* Assist the leadership team with administrative tasks to support service operations.
* Follow daily start-up and close-down procedures to maintain IT and building security.
* Accept delivery of stock supplies and manage requirements (e.g., refrigeration).
* Manage financial transactions in line with set protocols and practice standards.
Person Specification
Qualifications and Training
Essential
* Educated to GCSE standard (or equivalent) with grade C or above in English.
Desirable
* Qualifications/certificates in Customer Service/Administration.
Knowledge, Skills and Experience
Essential
* Good general computer skills with experience of Microsoft Office (Word, Excel).
* Excellent attention to detail and accuracy.
* Able to work within a team and take instruction as required.
Desirable
* Significant and recent experience of working in customer care in a front-line role.
Disclosure and Barring Service
This post is subject to the Rehabilitation of Offenders Act and will require a DBS check.
Employer details
Employer: BrisDoc Healthcare Services
Address: Charlotte Keel Medical Practice, Seymour Road, Bristol, BS5 0UA
Employer's website
https://brisdoc.co.uk/
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