Lead Health Navigator

Cardiff and Vale University Health Board; Bristol; On-site; GBP 26,000 - 34,000; Full time

Job summary

Montpelier Health Centre in central Bristol is seeking a full-time experienced supervisor to lead the reception team within the Lead Navigation Team. You will support the Patient Services Manager and work to deliver high-quality, patient-centred care in a busy practice.

You will manage appointments, signpost patients to the appropriate clinician, and liaise with NHS bodies. The role requires supervisory experience, strong communication, and a commitment to confidentiality and professional

Qualifications

• GCSE grade A–C in English and Maths or equivalent.
• Experience supervising a team of 10–20 members.
• Experience in a patient-facing role.

Responsibilities

• Lead the reception team and support the Patient Services Manager.
• Organise daily rotas and cover for holidays/absences.
• Book appointments and signpost patients to the appropriate clinician using EMIS.
• Liaise with NHS bodies and other care providers by telephone.
• Ensure adherence to Practice Protocols and confidentiality.

Skills

Supervisory experience

Leadership

Communication

Team coordination

Education

GCSE English & Maths A-C

Tools

EMIS Web

Job description

Montpelier Health Centre is a busy medical practice serving over 18,000 patients in central Bristol. We are looking for a full time experienced supervisor to provide a high quality service to the Practice and our patients., We are looking to find somebody with supervisory experience join our reception department as part of the Montpelier Health Centre Lead Navigation Team. They will support and cooperate with other members of the team to provide holistic support to the health navigators and patients attending the practice. 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 and carers both face to face and on the telephone. You will also book appointments and deal with patient queries and enquiries. You will liaise with other NHS bodies, health care providers, support workers and other professions on the telephone to help sort out problems and issues relating to the care of patients. 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. At all times the post holder must act in a manner consistent with the code of conduct and appearance when representing both Montpelier Health Centre and the NHS. The following list serves to illustrate the scope and responsibilities of the post and is not intended to be exclusive.,

• To provide a supervisory function to the reception team supporting the Patient Services Manager and existing supervisory team, thereby assisting with the smooth running of the Practice.
• To assist in the leadership of the reception team, ensuring an efficient and professional manner is maintained.
• To provide a focal point of communication between patients, doctors and other medical staff.
• To act as a role model, demonstrating and promoting the standards expected by the Practice and creating the energy and enthusiasm for the service.
• To liaise with and assist the Patient Services Manager and existing supervisory team as and when required.
• To deputise in the absence of the Patient Services Manager.
• Assisting in the supervision and leadership of the reception staff at the Practice
• Act as a role model to reception staff, supporting, motivating and promoting good staff relations.
• Ensure all Practice Protocols are understood and adhered to.
• Liaise with the Patient Services Manager and existing supervisory team to monitor/report on staff attendance, sickness absence and annual leave.
• Liaise with the Patient Services Manager and existing supervisory team to ensure cover and suitable contingency plans are in place for all leave, including unforeseen absence.
• Lead involvement with induction/training and eConsult
• Organise agency/bank staff and daily rotas in absence of the Patient Services Manager.

RECEPTION DUTIES

Answering the telephone with a professional and pleasant manner Dealing with patient queries accurately, efficiently and effectively Accurately take messages, include patient details, contact details and specific content of the message and convey to the appropriate person. Book appointments accurately and with the appropriate clinician using the EMIS clinical system Signpost and prioritise patients in line with appropriate training To take appropriate and accurate demographic/personal details of patients, to include disabilities, carer status and other details relating to equality and diversity. Deal with incoming confidential e mails from patients Opening, sorting and distributing incoming post in an efficient and timely way Use the clinical system effectively to inform clinical staff of relevant information relating to their patient. Deal with prescription queries effectively and in a timely way. Completing patient requests for repeat medication accurately and within the practice standards Organise transport (emergency and non-emergency) if required Follow all start up and close down procedures daily to ensure security of the IT system and buildings. Liaise with technical support in the absence of IT support on the premises. To assist the administration process of ordering, taking delivery and maintaining stock supplies, being mindful of delivery instructions such as refrigeration requirements and acting upon them To carry out specific, additional administrative tasks as requested and agreed with line manager Undertake any other duties required by the practice to assist in the day to day running of the service. Deal with situations involving distressed/unwell patients in line with policies and training Manage patients who may be verbally or physically aggressive in a professional manner, using the appropriate alert systems and by following policy and training. Deal with blood and urine specimens safely and in line with infection control policy, ensuring they are safely stored and ready for collection Manage financial transactions in line with set protocols Assist with day to day emailing requirements as necessary for the role Participate in a weekly staff rota to cover the lead reception/call handling requirements during practice opening hours.

General Duties

• The Post Holder may be required to work additional hours to cover holidays and sickness.
• Maintaining regular consistent attendance, punctuality, personal appearance and adherence to relevant health and safety procedures.
• To attend all statutory and mandatory training courses and any courses specific to this role.
• To be available for staff meetings and meetings with management.
• To have a good understanding and follow company policies and procedures.
• GCSE grade A to C in English and Maths or equivalent, Experienced in supervising a team of 10-20 members
• Experience in a patient facing role

Desirable

• Experience of working in Primary Care
• Previous NHS experience

Montpelier Health is a forward looking and innovative practice located in Central Bristol. We have two large purpose built Health Centres and a lovely garden.

Our values are inclusivity, collaboration, compassion and diversity and we take pride in being able to offer excellent care to some of the most diverse and marginalised patients. We are a supportive practice and are open to discussing flexible working to suit your needs and maintain a healthy work life balance. We are committed to reducing health inequalities and work in collaboration with our community. We are a training practice, teach medical students, are involved in research and achieved Good at our last CQC inspection.