Medical Admin Triage/Signposter

East of England, East of England

Permanent

Depends on experience

Trust Grade/SHO/RMO

Medical Admin Triage/Signposter

Job summary

We are looking for someone with a triage background who can receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way. Support in navigating the health system by being the initial point of contact and connecting with the right teams within the Primary Care Network with aim of improving and supporting continuity of care. Main duties and responsibilities: Perform an initial assessment of patients' needs over the telephone, face to face and online services in accordance with patients preferred method of communication. Be the initial point of contact for patients accessing the practice.

Main duties of the job

a. Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition

b. Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately.

c. Process patient requests for appointments

d. Process repeats prescription requests.

e. Initiate contact with and respond to requests from patients, team members and external agencies.

f. Enter read/SNOMED CT code data on Systmone

g. Input data into the patients healthcare records ass necessary

h. Manage all queries as necessary in an efficient manner

i. Carry out system searches as requested

j. Maintain a clean, tidy, effective working area at all times

k. Monitor and maintain the reception area and noticeboards

l. Support all clinical staff with general tasks as requested

m. Undertake all mandatory training and induction programmes

n. Attend a formal appraisal with their manager at least every 12 months. Once a performance/training objective has been set, progress will be reviewed on a regular basis so that new objectives can be agreed.

o. Contribute to public health campaigns (e.g., flu clinics) through advice or direct care

About us

Forum Family Practice: Just like our name, we are a family friendly practice, we have high levels of patient and staff satisfaction. We have an Outstanding for Caring and overall Good CQC rating. We are a teaching practice and look after 8600 patients and are currently rated in the top 6% of GP practices in the country according to patient feedback. We have high QoF attainment. We are an enthusiastic and dynamic team with the passion to lead our practice forwards to continue to deliver an excellent GP service to our population in the evolving environment of the 21st Century.

You will join a friendly clinical team of 5 Partner GPs, 2 ANPs, 2 Practice Nurses, 3 Health Care Assistants. In addition to support our practice through our Primary Care Network, we have assigned 2 Link workers, 3 Pharmacists, 2 Mental Health Practitioner & visiting Paramedic. We also have a medication technician team to support prescription queries and medication reviews. The non-clinical team who will look after and support you, includes a managing partner, an office manager and currently a 12-person admin support structure.

Job description

Job responsibilities

Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way. Support in navigating the health system by being the initial point of contact and connecting with the right teams within the Primary Care Network with aim of improving and supporting continuity of care. Main duties and responsibilities: Perform an initial assessment of patients' needs over the telephone, face to face and online services in accordance with patients preferred method of communication. Be the initial point of contact for patients accessing the practice. Play a pivotal role in enabling patient access and onwards referral to other healthcare services. When appropriate signpost patients to other services and self-help in accordance with the protocols and policies. Seeking guidance when required. Advise patients of the triage outcome of their initial enquiry; communicate this to the patient in the manner they would like to receive it. Communicate clearly, sensitively, and effectively with patients, family members and other professionals Assist with the continuity of care for patients by maximising the appointment system and being familiar with all options available such as group consultation, Collaborative Practice and Enhanced Access appointments. Provide information on when and how the patient (and carer) can contact the relevant person/professional.

Actively seek to optimize the patients' experience and access to healthcare and understand the importance to health promotion. Strive to maintain timeliness of patient appointments by effectively communicating with providers' teams when a patient arrives. Assist in the identification and processing of identified patient cohorts and work within the principle of person-centered care. Demonstrate awareness and basic understanding of safeguarding policy and how to report concerns. Commit to the care navigation training and professional development and demonstrate willingness to learn and develop within the role. Always work safely in accordance with Legislative requirements and Practice Policy and Procedures. This job description is not exhaustive and may be adjusted periodically after review and consultation.

Person Specification

Qualifications

Essential

Educated to GCSE level or equivalent
Experience of working in a primary care environment
Confident in Care Navigation (either in primary care or other health care setting)
Excellent communication skills (written and oral)
Clear, polite telephone manner
Effective time management (planning and organising)
Ability to work as a team member and autonomously
Good interpersonal skills
Ability to follow clinical policy and procedure
Ability to work under pressure/in stressful situations
Able to communicate effectively and understand the needs of the patient
Effectively utilise resources
Punctual and committed to supporting the team