Patient Navigator

Allscreens Nationwide Ltd; Warminster; On-site; GBP 19,000 - 27,000; Full time

Job summary

A role for a Patient Navigator with chaperone duties at The Avenue Surgery, offering general assistance to the Practice team and helping patients access services with a polite, can-do approach.

Responsibilities include directing patients, handling enquiries, supporting appointment systems, and providing clerical support while maintaining confidentiality and security protocols.

Responsibilities

• 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.
• Answer general enquiries, explaining surgery procedures.
• Demonstrate up to date awareness of the range of services the practice/community provides.
• Be able to cover all reception roles, including at alternative locations if required.
• Respond to a patient in an emergency.
• Advise patients of charges for private services, accept payment and issue receipts.
• Process patients through triage tool and direct to appropriate clinician.
• Initiate contact with patients and respond to requests from patients and staff.
• Demonstrate familiarity with all appointment systems and book appointments with sufficient information for clinician.
• Monitor and direct patients to consulting and treatment rooms.
• Draw attention to patients needing immediate attention.
• Make staff aware of patients with special needs (e.g., deaf or blind).
• Provide clerical assistance as required, including word processing, filing, scanning.
• Handle franking of mail and maintain confidentiality.
• Ensure telephone system is operational at start/end of day and that staff know how to use it.
• Be conversant with the Practice computer system (Word, Outlook) and security protocols.
• Maintain knowledge of building security, doors, alarms, and opening procedures.
• Keep reception area tidy and stocked with leaflets.
• Attend training sessions.

Job description

Role Details Job Title Patient Navigator with chaperone duties Hours per week full and part time hours Reports to Patient Navigator team leader Primary Location/ Base The Avenue Surgery

Job Purpose: Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, providing a here to help approach and promoting a can do ethos. Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies

Main Tasks and Responsibilities

The duties and responsibilities to be undertaken by members of the practice navigation team may include any or all of the items in the following information. Duties may be varied from time to time under the direction of the senior receptionist or practice management, dependant on current and evolving practice workload and staffing levels:

• 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.

NOTE: This job description was accurate at the time of its compilation. However, changes are frequent in general practice and post-holders are expected to be flexible and to agree to reasonable changes from time to time once these have been discussed with the post holder.