Administration Support/Care Navigator

Job description

Job responsibilities

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

The Administrator is responsible for:

a. Overseeing the administration and support operations of the practice.

b. Supporting the management team in the compilation of practice reports and the practice development plan

c. Acting as a focal point for the practice managing requests from external organisations such as the local police, solicitors, insurance companies, DVLA and other agencies (PMA). Also managing patient PMA requests to include generating invoices.

d. Acting as building fire marshal, ensuring evacuation lists are current and that the visitors log is used appropriately

e. Managing the referral process and dealing with queries relating to referrals in a timely manner.

f. Managing registrations to included processing, queries and deductions.

g. Managing the patient information on display to include website, TV screen, social media accounts and waiting room noticeboards

h. Work with DPM on the practice patient recall system helping to update medical records and arrange appropriate review appointments to achieve maximum points in QOF, ES,LIS,LES,DES and target driven recall programmes.

i. Summarising incoming medical records.

In addition to the primary responsibilities, the Administration Support may be requested to:

a. Partake in audit as directed by the audit lead

b. Monitor and promote the use of the Friends and Family Test

c. Champion continuous improvement, encouraging staff to participate and make suggestions for CI initiatives

d. To help cover care navigator duties when required

The following are the core responsibilities of the Care Navigator:

• Process and signpost patients
• Managing phones appropriately
• Initiate contact with and respond to requests from patients, team members and external agencies
• Enter read-code data on Emis
• Document handling
• Input data into the patients healthcare records
• Direct requests for information to the appropriate team
• Manage queries as necessary in an efficient and polite manner
• Monitor and maintain the reception area and noticeboards
• Support clinical staff with general tasks as needed
• Action incoming emails
• Complete opening and closing procedures in accordance with the duty rota
• Support pharmacist(s) in the management of prescriptions
• Manage the movement of patient medical records
• Monitor and replenish supplies
• Medical Record Envelope management

Person Specification

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Desirable

• EMIS/SystmOne/Vision user skills
• Understanding of clinical coding

Qualifications

Essential

• GCSE Mathematics and English (C or above)

Desirable

• Educated to A-level/equivalent or higher, with relevant experience
• NVQ Level 2 in Health and Social Care

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties

Desirable

• Experience of working in a healthcare setting

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Initiative and judgement (knowing when to ask for help)
• Ability to work under pressure

Other Requirements

Essential

• Flexibility to work outside of core office hours
• Maintain confidentiality at all times
• Disclosure Barring Service (DBS) check

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

Elliott Hall Medical Centre

Address

Uxbridge Road

Pinner

Middlesex

HA5 4EA

Employer's website

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