Job Title

Our patient supportteam is the first point of contact with all of our patients whether over thephone, face-to-face or online. They are the welcoming face of the practice witha smile (even if dealing with the patient online!) and a can-do attitude. Theyknow and understand our practice, community and local services and care aboutour patients. The purpose of the role is to optimise the patients journey,taking every opportunity to ensure that requests for appointments or support are managed appropriately whilst deliveringthe best service. Main duties of the jobWhat will you do? Represent the practice in a polite, professional & caringmanner. Answer high volume calls from patients, efficiently & courteously,following our guidelines. Deal with patient requests received via onlineconsult form and email. After appropriate training, signpost patients using avariety of verbal or online questioning techniques, to develop a full pictureof the reason for the patients contact 'signpost them to the appropriatecare / appropriate professional A wide range of administrative tasks for patients inclpatient registrations & prescriptions Use our clinical computer system efficiently Open & close the building Whatever else may crop up that is reasonable to expect fromthe team! Who are we looking for? You are warm, friendly & approachable. It is neverboring! You will enjoy: Working with the general public: supporting people of allages & backgrounds Working in a fast-moving environment where accuracy & paceare key Being part of a supportive, high trust team We are interested in candidates able to: Use IT efficiently (& enjoy it) Assimilate & assess written & verbal information& use it to make good decisions Adapt their style &approach according to who they are communicating with; being sensitive withpeople who may be anxious or unwell About usThe Patient Support team of 8 care navigatorsis friendly, happy, supportive & well-organised. Full training is given atrecruitment, and ongoing. There is a weekly team meeting. Care navigatorssignpost & book patients into a wide range of appointments with differenthealthcare professionals both in our building and elsewhere, so the patientsneeds may be met. The Patient Support team works with the clinicians to providehigh quality patient care to the 7500 patients that St Martins cares for. We have been serving the people of Chapeltownand Chapel Allerton for many decades, but in 2018 moved into modern andspacious new building on Chapeltown Road. We are part of Chapeltown PrimaryCare network: GP practices working together. Job responsibilitiesOVERVIEW/ PURPOSE The Care Navigator is the first point of contact forpatients contacting us. This can be via a telephone, face to face and ouronline consult service. The purpose of the role is to optimise the patientsjourney, taking every opportunity to ensure that requests are managedappropriately whilst delivering the best service. Torepresent the practice in a polite, professional and caring manner. To beresponsible for the day to day administrative duties of General Practice as defined,but not restricted, to those set out below. COMPETENCIES Workto Level 1 on the PST core competency framework Service focused:Considers customers needs & treats as priority Reliability : A reliable staff member with no instances of sub-standardperformance Effectivecommunication: Communicatesinformation effectively; able to read /absorb and assess written informationeffectively Teamwork &relationships: Effective teamplayer; understanding own & others team roles Personal development & flexibility: Committed to lifelong learning, enthusiasticto apply new knowledge 'skills & willing to change ways of working. Planning andorganising: Organises ownworkload with support where necessary Problem solving& decision-making: Seeks only appropriate support with problems &decision making. Resolves minor routine problems themselves CARENAVIGATION Answering high volume calls from our patients, in anefficient and courteous manner, following SMP best practice. Deal with patientrequests received via online consult form. Respond to email requests received. Document patient interactions accurately in S1clinical system. After appropriate training, signpost patients using avariety of verbal or online questioning techniques, both in order to develop afull picture of the reason for the patients contact with us and signpost thepatient to the appropriate care / the appropriate professional to see them Identify potentially serious problems and follow ourred flag protocol for how to signpost these contacts Building and maintaining strong relationships with alldirect team members, clinicians and recognise healthcare professionals in thepractice as a scarce resource to be used appropriately. Developing and maintaining an in-depth knowledge andunderstanding of the services provided in the practice and in the wider healthcommunity; be able to use this knowledge to guide the patient to the service,which is most likely to meet their needs, whether inside or outside thepractice. Deal appropriately with instructions and queries fromclinicians and outside agencies. OTHER TASKS This role also includes administrative tasks. Following practice standard operating procedures: Cover the reception desk, dealing with patientenquiries face to face. Action tasks in the clinical system in a timely andefficient way Scancorrespondence into patients medical records Process repeat prescription requests. OTHERRESPONSIBILITIES Computer& phone systems Telephonesystem fully understand the telephone system and its functions Computersystem To be fully familiar with the clinical computer system & use itefficiently incl managing minor system faults Touse and guard your smartcard according to practice protocol. To befamiliar with email, online, mobile 'software functions and supportpatients to interact with our services in this way. StMartins Practice PoliciesBeaware of all SMP policies and follow them at all times, including but notlimited to: Thepractice philosophy Health and Safety To comply with the Health and Safety at Work etc. Act1974. To take responsibility for their own health and safetyand that of other persons who may be affected by their own acts or omissions. Toensure that the building security is not breached during opening hours and thatprotocols are followed during the opening and closing of the surgery. Dutiesunder Fire and Panic Alarm Drills. Equality and Diversity To carry out at all times their responsibilities touphold the equality, diversity and rights of patients, carers and colleagues Respecting the privacy, dignity, needs and beliefs ofpatients, carers and colleagues Behaving in a manner that is welcoming to and of theindividual, is nonjudgmental and respects their circumstances, feelings,priorities and rights consistent with practice procedures and policies, andcurrent legislation Confidentiality To maintain confidentiality of information relating topatients, clients, staff and other users of the services in accordance with theGeneral Data Protection Regulations 2018 including outside of the workenvironment. Any breach of confidentiality may render an individual liable fordismissal and/or prosecution. Safeguarding Whilst in post, staff are expected to acquire, update& apply their knowledge on safeguarding as per SMP policy. Professional development and quality Participate in any training implemented by thepractice as part of this employment To participate in an annual individual performancereview, including taking responsibility for maintaining their own personaland/or professional development Contributeto team effectiveness by reflecting on own and team activities and makingsuggestions on ways to improve and enhance the teams performance Maintainfull compliance with statutory mandatory training. Playa full role in team & practice meetings GENERAL Toprovide cover for absent colleagues and work flexibly according to practiceneeds. To undertake any other dutiescommensurate with the role, within the bounds of his/her own competence as requested by Leads, Supervisors, Practice Manageror Partners. NBthis job description may change in the light of developments within thepractice, national policies or personnel factors and will then be subject toamendments in consultation with the post-holder. Person Specification1: You are service focused You consider customer needs and treat them as a priority you are sensitive to working with people who may be anxious, stressed, unwell or just need a friendly ear 2: You are reliable You are a reliable staff member with no instances of sub-standard performance 3: You are an effective communicator You can communicate information effectively, you can connect & communicate with people 4: You are a team player You are an effective team player; you understand your own and others team roles 5: You are flexible: you can work in a changing environment You are willing to change your ways of working when the practice changes its policies 6: You can plan and are organised You can organise your own workload with support where necessary 7: You can problem solve & make decisions You seek only appropriate support with problems & decision making ExperienceYou are experienced at providing customer service including answering enquiries on the telephone or in person You are experienced undertaking administrative tasks You are experienced in working in a busy environment, under pressure QualificationsEducated to A level standard or equivalent OtherYou have an understanding of and commitment to confidentiality & equality & diversity You can use IT confidently, efficiently & effectively including accurate keyboard skills, minimum 35 words per minute. You are not a patient of St Martins (or, you would be prepared to move if so) You are available every weekday between 7.45am and 6.30pm The right to work in the UK; we are unable to sponsor any applications/employees Disclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.#J-18808-Ljbffr