Care Navigator - Administrator

Confidentiality
This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect that all staff will respect their privacy and maintain confidentiality at all times. It is essential that if the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction training
On arrival at the practice, all personnel are to complete a practice induction programme.

Learning and development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude, and competences to perform their role. All staff will be required to participate in and complete mandatory training, as directed by the training coordinator, as well as participating in the practice’s training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career, and, ultimately, enable them to improve processes and service delivery.

Collaborative working
All staff are to recognize the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure that they communicate in a manner which enables the sharing of information in an appropriate manner.

Service delivery
Staff at DMC must adhere to the information contained within practice policies and regional directives, ensuring that protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.

Security
The security of the practice is the responsibility of all personnel. Staff must ensure that they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone, and they are to ensure that restricted areas remain effectively secured.

Professional conduct
At DMC staff are required to dress appropriately for their role.

Leave
All personnel are entitled to take leave. Line managers are to ensure that all of their staff are afforded the opportunity to take leave each year and should be encouraged to take all of their leave entitlement.

Location
This role is split across two practice sites:

• Chadwick Road Surgery
• Crystal Palace Road Surgery

Main Duties & Responsibilities

Core functions, but not limited to:

The following are the core responsibilities of the Care Navigator/Administrator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:

• Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
• Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately including by-pass line.
• To be helpful and friendly to patients who contact the practice by phone or in person, providing the best possible patient service.
• Making appointments for patients, taking requests for home visits, and answering queries in a friendly and helpful manner.
• To keep patients informed of any delays or problems when they are in the practice and deal with any concerns that may arise.
• To assist with cancelling and rescheduling appointments as required.
• Supporting the clinical team with requests.
• Ensuring Care Navigator/Administrator tasks are completed.
• Ensure adequate supplies of registration forms are available. If taking in registration forms at reception, ensure the patient has completed the form fully.
• Ordering ambulances and interpreters for patients as required.
• Checking patient details are current and correct, then update patient records.
• To fully understand how the telephone system works.
• To work as a team member with your admin and Care Navigator colleagues.
• Understand the patient complaints procedure and adhere to.
• To ensure that the patient waiting areas are clean and tidy. At the end of each session, tidy up rooms and tidy up any magazines and leaflets.
• In conjunction with the Medicines Co-ordinator, ensure that patients are aware of the 72 hours turnaround for prescription requests.
• Emailing, scanning, and coding clinical correspondence
• Be aware of all Care Navigator/Administrator and office protocols.
• Become familiar with Hospital & laboratory courier collections & ensure procedure is adhered to.
• Be aware of non-NHS & private services charges, how to accept payments & issue receipt, and that these are recorded accordingly in the ‘petty cash’ ledger book.
• To open and close the practice, checking security, and setting the alarms as necessary.
• At the end of the day, secure the building, checking that all windows are closed & locked, blinds closed, necessary plugs are out of sockets, switch off lights, switch on burglar alarm.

Administrative duties

• To process registering new patients, making up notes, and entering their details on the computer system.
• To process new arrivals and deductions.
• To support with GP Links.
• Management of the generic inbox
• Scanning and coding all clinical documents.
• Using the electronic filing system to complete filing.
• Dealing with internal and external post
• To complete admin tasks and support with AccuRx Total Triage
• To undertake photocopying and other basic office duties as directed by members of the team.
• To deal with queries for further information from hospitals or other local providers about patients.
• To assist in preparing and sending out practice correspondence.
• Ensure that the system is operational at the beginning of each day & switched on to the answer phone with the correct tape at lunchtime & at