Bank Health Navigator - CKMP

Job overview

We are seeking to recruit a Health Navigator within patient services on a bank (zero hours) contract. You will have excellent customer service and team-working skills, and ideally have experience working in a busy, people-facing healthcare environment, although training can be provided.

You will assist and direct patients in accessing the appropriate service and project a positive and welcoming image to visitors at the Practice.

You will help support reception and administrative processes within the practice and take on additional tasks as requested to support smooth and efficient workflow for the patient, clinical team and others involved in the healthcare of the patient.

You will work to agreed targets and timescales, and in accordance with Practice policies, protocols, guidelines and procedures.

Important Eligibility Information Please note that BrisDoc is not able to offer visa sponsorship for this role.

Main duties of the job

• Answer incoming telephone calls within agreed timescales, ensuring a professional, prompt and pleasant manner
• Manage patient queries efficiently and effectively, signposting and prioritising 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, challenging situations, or when supporting distressed individuals
• Work on the clinical assessment screen alongside the on-call GP to book patient appointments
• Manage administrative tasks such as bookings, messages, and prescriptions accurately and efficiently.
• Register new patients on the clinical system accurately, including regular, temporary, immediately necessary or private patients. Complete new patient registration packs
• Take accurate and detailed messages and pass them to the appropriate person using suitable communication methods based on urgency
• Safely handle blood and urine specimens in accordance with infection control policy, ensuring they are stored correctly for collection
• Process and distribute post, print mail, and emails efficiently
• Providing clerical/administrative assistance to leadership team, including data processing, filing, photocopying and scanning.
• Accept delivery of stock supplies, checking for specific requirements (e.g. refrigeration) and acting accordingly
• Manage financial transactions in line with set protocols and practice standards

Detailed job description and main responsibilities

Job Description:

• Be the first point of contact for patients (on the phone or in person), helping them navigate their healthcare needs such as booking or rescheduling appointments, registering patients, taking messages, and providing assistance quickly and efficiently
• Answer incoming telephone calls within agreed timescales, ensuring a professional, prompt, and pleasant manner
• Manage patient queries efficiently and effectively, signposting and prioritising 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, challenging situations, or when supporting distressed individuals
• Work on the clinical assessment screen alongside the on-call GP to book patient appointments
• Manage administrative tasks such as bookings, messages, and prescriptions accurately and efficiently.
• Register new patients on the clinical system accurately, including regular, temporary, immediately necessary, or private patients. Complete new patient registration packs
• Enter and update patient demographic details with precision, including disabilities, carer status, and other relevant equality and diversity data
• Take accurate and detailed messages, including patient and contact information, and pass them to the appropriate person using suitable communication methods based on urgency
• Signposting patients to appropriate care, following guidance from senior staff and policies to ensure patient safety and wellbeing
• Use the clinical system effectively to inform clinical staff of relevant patient information.
• After training, assist clinical staff with emergency first aid and basic life support if required
• Safely handle blood and urine specimens in accordance with infection control policy, ensuring they are stored correctly for collection
• Read and respond promptly and professionally to incoming calls and emails, ensuring all patients and healthcare professionals feel supported and heard
• Process and distribute incoming and outgoing post, print mail, and emails efficiently
• Work closely with clinical and administrative teams to ensure smooth patient journeys, especially under pressure, providing clerical and administrative support, including data processing, filing, photocopying, scanning, and document retrieval
• Assist the leadership team with administrative tasks to support the smooth operation of the service
• Follow all daily start-up and close-down procedures to maintain the security of IT systems and the building
• Accept delivery of stock supplies, checking for specific requirements (e.g. refrigeration) and acting accordingly
• Contribute to the smooth running of the team by applying strong organisational and communication skills
• Manage financial transactions in line with set protocols and practice standards

Person Specification:

• Educated to GCSE standard (or equivalent) with grade C or above in English
• Good general computer skills – experience of using Microsoft office e.g. word, excel
• Excellent attention to detail and accuracy skills
• Clear, adaptable communicator (written and verbal), able to remain calm under pressure
• Ability to adjust communication skills to meet the needs of the recipient
• Excellent organisation skills
• Able to work within a team and take instruction as required
• Able to listen carefully to understand the needs of others
• A passion for helping people, whatever their background or circumstances
• Able to use own initiative
• Able to maintain confidentiality at all times with regards to staff and patients
• Able to quickly establish rapport and credibility with others in the team
• Ongoing commitment to personal development and self-motivated

Please see the attached Job Description for more information about the role.

We reserve the right to amend the closing date for this vacancy depending on application levels.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.