Administrator / Care Navigator

Job description

Job responsibilities

Job Summary: 

 The post holder, as a member and representative of the organisation, will have direct contact with service users and will be instrumental in ensuring that plans for individual service users, and information that the organisation wishes to share with its clients/patients, are enabled and enacted. 

 The post holder will have excellent communication skills, to ensure that every contact counts, through a range of media (telephone; face-to-face; IT) and will demonstrate excellent customer care though commitment to follow-through of established plans to improve health/customer outcomes. He/she will have sound knowledge of local services and providers; maintain an up-to-date database of this information and understand how to access these services. 

He/she will have knowledge of health promotion issues and current locality initiatives and be able to offer this information to clients/ patients. He /she will be able to deal with complex information, using knowledge of local services and pathways to signpost clients to appropriate agencies. Acting as the client’s advocate, they will be able to make brief assessments of client needs, and be able to recognise emergencies and urgent need, both for physical and mental health problems. The post holder will be responsible for ensuring care plans are implemented, keeping accurate and relevant records and communicate progress or any problems with managerial or clinical staff, as appropriate. 

They will be competent in the use of computer databases; audit, and in the production of reports and updating of care plans. 

Key responsibilities

• To develop a thorough knowledge of the employing organisation and to work in accordance with written protocols.

• To implement agreements and policies concerning data sharing and client/patient consent.

• To provide excellent customer care, demonstrating empathy; patience and a holistic approach to client/patient care, with commitment to follow-through of care plans and building effective working relationships.

• To be able to triage calls, directing clients/ patients appropriately to relevant personnel/ services.

• To have excellent communication skills, with the ability to effectively facilitate communication in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary health care teams and secondary care providers.

• To have a sound and up to date knowledge of local health and social care policy, together with service availability and how to access those services

• To maintain an accurate database of services available to clients/patients

• To understand, and be able to disseminate, health promotion information, using this to identify clients who might benefit from these services and to signpost accordingly.

• To keep accurate records of all client/patient contacts, using the organisation databases and templates as directed, updating as necessary

• To be able to carry out audit of organisation and own activities; coordinate satisfaction surveys; produce reports and give presentations within the organisation and locality.

• To be able to organise and facilitate meetings for the organisation and for clients/patients (on a one-to-one or group basis) such as carers groups and to be able to take minutes of such meetings.

• To understand the common needs and safeguarding issues of vulnerable patient groups, including the elderly; housebound and those with long-term conditions, including physical and mental disabilities.

• To understand the legal; ethical and regulatory principles of the NHS and know personal boundaries and when to seek help.

• To be aware of own impact in the process of care; the need for reflection on practice and resilience when faced with challenging situations.

• To understand the importance of confidentiality. • To respond appropriately in emergency situations.

• To report any incidents that might compromise health and safety for self, other staff, or customers/patients.

• To take part in annual appraisal, developing a personal development plan, from which training needs will be identified and training undertaken.

• To assist in the training of other colleagues where appropriate.

• To work in accordance with Equal Opportunities Policy; Data Protection; Health and Safety, an organisational dress code.

• Other liaison/health promotion activities as agreed with the organisation.

Person Specification

Qualifications

Essential

• A good standard of general education is essential with English and Maths GCSE grade C or above

Experience

Essential

• Customer Service Experience,
• Excellent communication and interpersonal skills,
• Prioritising workload,
• Experience of office working,
• Honest, loyal & trustworthy,
• Professional and discrete,
• Problem solving,
• Works well under pressure,
• De-escalate & resolve conflict,
• Calm manner,
• Well organized,
• Hard working,
• Good time management,
• Flexible,

Desirable

• Working within the NHS Service,
• Knowledge of Emis Web, clinical computer systems

Disclosure and Barring Service Check

This 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.

Employer details

Employer name

Ainsdale Village Surgery

Address

Ainsdale Village Surgery

2 Leamington Road

Southport

Merseyside

PR8 3LB

Employer's website

https://www.ainsdalevillagesurgery.nhs.uk/ (Opens in a new tab)