Care Navigator / Administrative Assistant (Multi Site)

Job description

Job responsibilities

JOB DESCRIPTION

JOB TITLE: Care Navigator / Administrative Assistant (Multi Site)

MAIN PURPOSE OF POST: To provide a point of contact for patients and act as a focal point of communication between patients, doctors and other medical staff. Undertake administration in relation to patient healthcare and the Practice.

LINE MANAGER: Reception Lead

RESPONSIBLE TO: Practice Manger

MAIN DUTIES AND RESPONSIBILITIES:

Prepare Building for Opening and Closing:

• Open the building - shutters and front doors etc where applicable and be ready at your desk to deal with telephones from the beginning of your shift, following work instructions and check lists issued as required.
• Prepare consulting rooms i.e., clinical stationary, test requests and sample bottles, following work instructions and check lists issued as required
• Close down consultation rooms, lock up and secure the building at the end of the day where appropriate in line with work instructions and check lists issued as required, following work instructions and check lists issued as required

Quality Checks:

• Check the pharmacy fridge temperatures as required daily, ensuring issues are escalated for immediate resolution. Record temperatures and take / record actions as per practice protocol and promptly without exception. Undertake safe fridge cleaning as required.
• Undertake weekly and monthly building checks (tick / action log sheets) as per practice protocol, ensuring these are recorded and saved appropriately and issues raised for immediate resolution. This includes but is not limited to emergency trolley, emergency lights, fire alarm checks, health and safety checks and legionella testing.
• Undertake the role of Fire Marshal as required in the event of a fire or fire drill.
• Undertake the evening appointment reconciliation procedure.

General Reception Duties:

• Care-navigate / signpost patients to the most appropriate health care professional ensuring appointments are allocated where required in line with practice protocol and procedure.
• Conduct telephone and face to face contact with patients in a professional, friendly and helpful manner.
• Ensure distressed or bereaved patients are dealt with sensitively and appropriately, escalating where required to a Manager or Clinician.
• Take messages in an efficient and effective manner from both patients and GPs ensuring responsibility is retained until successfully handed over / recorded / relayed.
• Deal with prescription requests / test result enquiries and queries accurately and in a timely manner and in accordance with practice protocol.
• Ensure email, postal and hand delivered letters / forms, text messages and other correspondence are dealt with appropriately and in a timely manner.
• Ensure prescriptions or other letters are signed for when collected by a representative and ensure any prescriptions or other paperwork not collected by patients are dealt with / cancelled in line with practice protocol.
• Receive specimens from patients in line with relevant policy, procedure and health and safety / infection control requirements.
• Be aware of and abide by all information governance requirements in respect of data protection and confidentiality.
• Regularly check and update noticeboards with patient information, ensuring incorrect or out of date information is removed immediately and information is displayed appropriately and safely.
• Talk to patients to try to resolve issues before they become a formal complaint.
• Notify Practice Manager of any complaints or concerns from both practice staff and patients. Follow complaints procedure at all times.
• Process new patient registrations and promote digital / new services and initiatives at every opportunity.
• Book appointments with the clinical team ensuring that patients are being seen by the correct clinician for their needs.
• Deal with home visit requests appropriately.
• Deal with emergency presentations appropriately.
• Ensure that the correct appointments are booked at all times and that patient records are checked to ensure incorrect or missing information or overdue / outstanding appointments are addressed.
• Take part in the practice uptake encouragement initiatives with patients which contribute to ‘Quality Outcomes Framework’ and other ‘Quality Framework’ requirements.
• Receive visitors and deliveries, ensuring protocol is followed at all times, especially where temperature sensitive items are delivered.
• Ensure all staff sign and in and out daily.
• Maintain the handover diary to ensure information is passed to others at the start and end of your shift.

General Clerical Work:

• Scan, code and file patient information accurately and promptly.

• Undertake electronic document management tasks as required.

• Ensure accurate and timely data input

• Deal with requests for private work or death administration appropriately ensuring prompt, accurate and full records are kept and recorded.

• Undertake any other general clerical duties required by the practice.

Health and Safety

• Conduct yourself in a manner that will not endanger yourself or others.
• Follow all policy and procedures relating to health and safety.
• Report any equipment failures, maintenance requirements to the Practice Manager promptly for resolution.
• Report any unsafe practices, hazards, near miss incidents and accidents to your Line Manager, the Practice Manager or a GP.
• Maintain knowledge and practice correct infection control/hygiene precautions and adhere to infection control policies and procedures.

General:

• Maintain professional attitude at all times.
• Contribute ideas to practice meetings/ discussions and put forward opinions and suggestions which may feed into practice development / patient experience.
• Ensure your work area, reception and communal areas of the buildings are kept tidy, secure and free of hazards. Maintain the clear desk and tidy practice policy.
• Work as part of a team with all practice staff, upholding the ‘No Blame Culture’
• Take an active part in significant event audits / complaint investigations as required
• Maintain an understanding of the ‘Quality Outcomes Framework’ and other ‘Quality Framework’ projects the practice takes part in.
• Participate in practice / staff meetings, staff training, development and performance reviews.
• Read, follow appropriately and keep abreast of all relevant practice service developments, initiatives, policies, procedures and protocols.

The above is given as a guide to the role only. Other duties and responsibilities may be allocated as required by the practice and as commensurate with the post.

Person Specification

Qualifications

Essential

• Good standard of general education
• GCSE Mathematics C or above
• GCSE English C or above
• Experience of working with the general public
• Experience in an administrative role
• Excellent communication skills
• IT skills
• Clear, polite telephone manner
• Time Management and the ability to work to deadlines
• Problem solving skills
• Excellent organisational skills
• Smart, polite and confident
• Excellent time keeper
• Performing under pressure
• Adaptability
• Using initiative
• Team working
• Self motivated
• Flexibility
• Confidentiality

Desirable

• AMSPAR Receptionist certificate
• Level 2 qualification in Customer Care
• Level 2 IT Qualification
• Experience of reception work
• Experience of working within General Practice
• Experience of NHS Administration
• Knowledge of Emis Web and Windows
• Knowledge of NHS or other coding system

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

Oswald Medical Centre

Address

274 Union Road

Oswaldtwistle

Accrington

Lancashire

BB5 3JB

Employer's website

https://www.oswaldmedicalcentre.co.uk (Opens in a new tab)