Lead Health Navigator

SUPERVISORY FUNCTIONS • 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. Communication To communicate on the phone, by email, fax or in person with staff from a wide variety of NHS/other departments in a confidential, professional and efficient manner so that good communication between the surgery and all other services is maintained To communicate in a professional, friendly and helpful way with patients, carers and the general public to maintain an excellent profile for the surgery amongst its users To maintain confidentiality for all patients and users of the service To communicate effectively and sensitively with service users who may be angry, confrontational, upset, anxious, fearful or have communication difficulties such as poor language skills, hearing loss or disabilities. Responsibility To carry out duties with a level of autonomy and minimum supervision, working within broad procedural guidelines Use own initiative to deal with own workload and day to day tasks To support the effect maintenance and management of office systems To be responsible for identifying own training needs and training needs that may help improve service quality To take responsibility when a clinician is unexpectedly not available in clinic, cancelling and rebooking appointments as directed Work in accordance with practice policies and procedures Report incidents and near misses to ensure the continued safety of staff, patients and visitors to the practice Report incidents and areas of non-compliance to ensure that the practice responds and learns from errors and untoward events 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. Establish and maintain effective working relationships with co-workers and the general public. Attend performance and development reviews with your line manager Job description Job responsibilities SUPERVISORY FUNCTIONS • 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. Communication To communicate on the phone, by email, fax or in person with staff from a wide variety of NHS/other departments in a confidential, professional and efficient manner so that good communication between the surgery and all other services is maintained To communicate in a professional, friendly and helpful way with patients, carers and the general public to maintain an excellent profile for the surgery amongst its users To maintain confidentiality for all patients and users of the service To communicate effectively and sensitively with service users who may be angry, confrontational, upset, anxious, fearful or have communication difficulties such as poor language skills, hearing loss or disabilities. Responsibility To carry out duties with a level of autonomy and minimum supervision, working within broad procedural guidelines Use own initiative to deal with own workload and day to day tasks To support the effect maintenance and management of office systems To be responsible for identifying own training needs and training needs that may help improve service quality To take responsibility when a clinician is unexpectedly not available in clinic, cancelling and rebooking appointments as directed Work in accordance with practice policies and procedures Report incidents and near misses to ensure the continued safety of staff, patients and visitors to the practice Report incidents and areas of non-compliance to ensure that the practice responds and learns from errors and untoward events 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. Establish and maintain effective working relationships with co-workers and the general public. Attend performance and development reviews with your line manager