Job Summary:

The purpose of the role is to:

• Meet and greet patients and manage the through put of patients on behalf of the Practice; to manage as appropriate the appointment for all clinical staff either face to face or by telephone.
• Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors via the telephone and in person.
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.

Main Duties and Responsibilities:

The duties and responsibilities to be undertaken by members of the care navigator team include any or all of the items in the following list.  Duties may be varied from time to time under the direction of the care navigator team leader, dependent on current and evolving practice workload and staffing levels:

• Opening up / locking up of the Practice premises in accordance with Practice protocols.
• Maintaining and monitoring the practice appointments system by managing patient calls appropriately
• Signposting patients to other more suitable services as appropriate
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
•  Contact patients and external agencies as requested by members of the Primary Health Care Team
• To provide cover for members of the care navigator team during periods of sickness and annual leave changing shifts where necessary
• Taking messages and passing on information
• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

Ad-hoc Duties

Whilst primarily the role of the individual is to answer incoming phone calls form patients.  From time-to-time the duties and responsibilities may extend to:

• Monitor the flow of patients into consulting rooms and treatment rooms
• Processing and distributing incoming (and outgoing) mail
• Periodically checking incoming e-mails
• Filing and retrieving paperwork
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Charging patient’s the appropriate amount for private work, providing a receipt to the patient and recording the charge in the petty cash book
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Applicants who would be interested in this vacancy should email a CV and a covering letter to: bnssg.wotpcc.management@nhs.net.

Attachment

Job Description