The Village Surgery in Formby is seeking a Care Navigator / Administrator

The Village Surgery in Formby is seeking a highly motivated and hardworking individual to join our team as a Care Navigator / Administrator.

We are looking for someone with excellent communication skills who can remain calm under pressure and provide a high standard of patient care and support. In this role, you will:

– Welcome, assist, and direct patients to the appropriate services or healthcare professionals

– Deliver courteous and efficient front-line support, both in person and over the phone

– Provide general assistance to the practice team

– Help create a positive and friendly environment for all visitors

To view the full job description, please see below.

To apply:

Please send your up-to-date CV to:

Ms Lisa Roberts, Practice Manager

The Village Surgery, 12 Elbow Lane, Formby, L37 4AW

or email: lisa.roberts@southportandformbygp.nhs.uk

Location:

The Village Surgery

12 Elbow Lane

Formby

Liverpool

L37 4AW

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THE VILLAGE SURGERY -

CARE NAVIGATOR / ADMINISTRATOR JOB DESCRIPTION

Job title:​Care Navigator

Reports to:​Reception Manager

Accountable to:​Practice Manager / GP Partners

Hours:​As agreed

Job Summary:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone

Job Responsibilities:

• Record and maintain accurate patient information within the practice computer system as required over both sites

• Must be able to cover other staff members annual leave/sickness during opening hours

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice

• Deal with all general enquiries, explain procedures to patients, colleagues and visitors, and make new and follow-up appointments

• Using your own judgment and communication skills,ensure those patients’ with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, liaising with partners/colleagues as required.

• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed correctly.

• Receive and make telephone calls as required.  Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.

• Action requests for ambulance transportation and enter details on the computer

• Enter requests for home visits onto the clinical system, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.

• Action / direct repeat prescription requests as appropriate and under direction, and ensure that they are ready for collection by the patient within 48 hours.

• Prepare list for all surgeries / clinics held, ensuring completion of all associated paperwork.

• Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.

• Ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.

• Premises:

o Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients, including activating colleague PC’s.

o When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

o Ensure the telephone system is operational at the beginning of each day and switched over to night service and answer phone operational at the end of the day with the correct announcement

o Adhere to the HSE arrangements within the Practice for safety of yourself, colleagues, patients and visitors.

• Ensure that all new patients are given appropriate and accurate Practice information, and that registration forms are completed correctly and passed to appropriate personpromptly.

• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.  They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

• In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.  They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential, whilst in post and following cessation of post.

• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

• You may not during or after the termination of your employment, disclose to anyone other than in the proper course of your employment, or where required by law, any information of a confidential nature relating to the company or its business or customers. Breach of this clause may lead to dismissal without notice. Guidance on standards expected can be found in the staff code of conduct.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to practice guidelines

• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

• Making effective use of training to update knowledge and skills

• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

• Reporting potential risks identified.

• To ensure that safe systems of work are practiced and that the agreed health and safety policies are carried out.  

• To be aware of the responsibility of every employee to have regard for safety for him or herself and others at work in the health and safety at work act

• To be conversant to with the practice fire regulations

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation

• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development

• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

• Training requirements will be monitored by yearly appraisal. Personal development will be encouraged and supported by the Practice. It is the individuals’ responsibility to remain up to date with recent developments within the practice and the NHS.

• Participate in the education and training of students of all disciplines and the induction of all members of the practice staff where appropriate

• It will be necessary to attend various Practice meetings as requested. The only reason for not attending will be annual or sick leave.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk

• Assess own performance and take accountability for own actions, either directly or under supervision

• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance

• Work effectively with individuals in other agencies to meet patients needs

• Effectively manage own time, workload and resources.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members

• Communicate effectively with patients and carers

• Recognize people’s needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

• Apply practice policies, standards and guidance

• Discuss with other members of the team how the policies, standards and guidelines will affect own work

• Participate in audit where appropriate.