Job responsibilities
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
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 Navigators 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.
MAIN CARE NAVIGATION / ADMINISTRATIVE 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.
- Ensure that consulting rooms are prepared i.e., clinical stationery, 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.
- Ensure that stock levels are maintained at all branches 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 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.
General Clerical Work:
Care Navigation Weekly Rotas
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 and maintenance requirements to the line Manager Office Manager promptly for resolution.
- Report on any unsafe practices, hazards, near miss incidents and accidents to your Line Manager, the Office Manager.
- Maintain knowledge and practice correct infection control/hygiene precautions and adhere to infection control policies and procedures.
General:
- Always maintain professional attitude.
- 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.