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Telephonist Navigation Coordinator

Gloucester

We require 1 37.5 hours FTE or 2 Part time/job share. We are open Monday to Friday 7am-6pm, working times are to be agreed, but will need to include 6pm finish for each shift.

Previous experience of working in a GP surgery is very desirable, an example of other suitable experience would be of working in a high-pressured telephone and customer facing role.  Must also be flexible to cover holidays and sickness absence.

The Telephonist will lead in care navigation within the reception team ensuring that all care navigation avenues and tools are well promoted and used within the team and the wider primary care network.  Answer incoming calls as timely as possible to ensure that the phones are answered with minimal delay.

We are located in a brand-new purpose-built surgery with excellent facilities and staff perks such as NHS pensions, park fruit and healthy snack provision.

The qualifications and experience requirements for the role are shown in the Job
Description / Person Specification.

Closing date – once we receive a number of suitable applicants.

If you are interested in applying for this role please click the Apply Now button to send your CV or email Deputy Practice Manager, Laura Thomas. If you would like to discuss the role in more detail, please see information to the right of this advert.

TELEPHONIST NAVIGATION COORDINATOR JOB DESCRIPTION

JOB TITLE: TELEPHONIST NAVIGATION COORDINATOR

REPORTS TO: PRACTICE MANAGER/DEPUTY & RECEPTION SUPERVISOR

HOURS:  Hours per week (as contract)

Job Summary:

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• To Lead in the promotion and increasing knowledge internally, within our Primary Care Network (PCN) and externally to patients of appropriate care navigation pathways.
• Answer incoming calls as timely as possible to ensure that the phones are answered with minimal delay.
• Provide 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

Job Responsibilities:

• Ensure an effective and efficient care navigation service is provided to patients over the telephone and any other visitors to the Practice by promoting resources internally to the Reception team and the wider Primary Care Network.
• Deal with all general enquiries mainly on the telephone, explain procedures and make new and follow-up appointments.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
• Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Answer incoming calls as timely as possible to ensure that the phones are answered with minimal delay.
• Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits, ensuring careful recording of all relevant details and where necessary refer to Duty Clinician.
• Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.
• Enter patient information on to the computer as required.
• Tidy the waiting room in turn with other staff.
• To take part in Reception administration duties if required.
• Undertake any other additional duties appropriate to the post as requested by the Partners or Management Team.

Premises:

• Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
• When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
• Check Panic alarms weekly
• Report premises problems to the Maintenance department

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.   They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers.  They may also have access to information relating to the Practice as a business organisation.  All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the Practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
• Making effective use of training to update knowledge and skills
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Hours of Working:

The post-holder will work their contracted hours as shown in the contract.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise people’s needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

• Apply Practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Salary: £11.44-£11.52 per hour start rate DOE.

Hours Per Week: 20 - 25

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