JOB DESCRIPTION

JOB TITLE: Lead 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. To lead and provide support to our Care Navigation Team.
LINE MANAGER: Office Manager
RESPONSIBLE TO: Business Manager/Practice Manager

QUALIFICATIONS:

Good standard of general education - Essential
GCSE Mathematics C or above - Essential
GCSE English C or above - Essential
AMSPAR Receptionist certificate - Desirable
Level 2 qualification in Customer Care - Desirable
Level 2 IT Qualification - Desirable
Line Management qualification - Desirable

EXPERIENCE:

Experience of working with the public - Essential
Experience in an administrative role - Essential
Experience of reception work - Essential
Experience of working within General Practice - Desirable
Experience of NHS Administration - Desirable
Experience of team leadership - Desirable

SKILLS:

Excellent communication skills (Written and Oral) - Essential
IT skills - Essential
Clear, polite telephone manner - Essential
Time Management and the ability to work to deadlines - Essential
Problem solving skills - Essential
Interpersonal skills - Essential
Excellent organisational skills - Essential

KNOWLEDGE:

Knowledge of Emis Web and Windows - Essential
Knowledge of Snomed / Read or other coding system - Essential
Job Types: Full-time, Permanent
Pay: £12.75 per hour
Expected hours: 37.5 per week
Work Location: In perso

KEY OBJECTIVES OF THE ROLE:

• Support the Management Team to coordinate the activities of the Care Navigation Team – including daily work-planning, annual leave, absence cover and rotas
• Ensure the smooth operation of the branches daily including fielding complaints / issues which can be handled without escalation
• Ensure that every phone call / patient contact is answered as quickly as possible and handled in a courteous and professional manner.
• Ensure that emails, tasks, texts and other remote requests from patients are processed / dealt with in a timely manner by the Care Navigation Team as a whole
• Support the roll out of new initiatives / changes and cascade key information to Care Navigation Team in a timely manner where this is required between meetings.
• Ensure that the reception area and branch is always kept tidy and clean. Ensure maintenance requirements are escalated.
• Be responsible for ensuring that daily / weekly and monthly checks are performed and recorded in accordance with practice protocol by the Care Navigation Team as a whole.
• Ensure Care Navigator’s compliance with all company policies, procedures, and guidelines.
• Ensure records are kept properly so that they can be easily retrieved and deductions performed in a timely manner.
• Deal with any complex enquiries, escalating where necessary
• Ensure that work delegated to the branches is completed in accordance with protocols and in a timely manner
• Manage the handover diary and ensure that all visitors / contractors and maintenance personnel are appropriately attended to and deliveries are reported.
• Act as the main point of contact for initial reporting of unplanned absence and coordinate a response accordingly.
• Undertake a daily appointment sweep in conjunction with other Leads and action accordingly and learning takes place in the team.

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 the Office Manager or Business Manager/Practice Manager.
• 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 Office Manager of any complaints or concerns from both practice staff and patients. Follow complaints procedure at all times.
• Process 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 always booked 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 always followed, especially where temperature sensitive items are delivered.
• Ensure all staff sign in and out daily.
• Maintain the handover diary to ensure information is passed to others at the start and end of your shift.