Job summary
The Office Managers atThe James Cochrane Practiceare seeking a Senior Care Navigator to join their friendly, patient focussed team. Being great with people is a must in this role, you'll also need to be highly organised and passionate about making a difference in healthcare.
Why you'll love working with us
- A friendly, collaborative team who value what you do
- Opportunities to build skills and develop within Primary Care
- Generous annual leave plus Bank Holidays
- Competitive NHS Pension Scheme
Main duties of the job
What were looking for
- Previous experience in healthcare administration or Primary Care
- IT literacy and familiarity with clinical systems (EMIS)
- Strong communication and organisational skills
- Ability to work under pressure and adapt to changing priorities
- A proactive, flexible, and team-focused approach
- Problem solving skills
What youll be doing
- Supporting the Office Manager and Assistant Office Manager
- Playing a key role in ensuring the smooth day to day running of the practice
- Supporting the Care Navigators with complex administrative and appointment related queries
About us
We are a 2-site, part-dispensing practice in Kendal with around 17,500 patients, keen to attract caring, motivated, and passionate colleagues. We are a training practice with an active frailty and care home support team. We offer a wide range of enhanced services including minor surgery, women's health and menopause, coil/implant fitting, as well as Dermatology and ENT GPwER clinics.
We strive for a good work / life balance while achieving high-quality patient care and offer a fair allocation of work across all the GP team. We have a Quality Improvement culture, and continually develop our systems to respond to the changing environment of primary care, aiming to minimise administration workload and maximise job satisfaction to the benefit of our patients and our team.
We are a GP registrar and medical student training practice, an accredited Veteran Friendly practice, and a parkrun practice.
Job description
Job responsibilities
The
post holder will be
- Responsible
for the day-to-day performance and quality standards within the Care Navigation
/ administration team.
- Supporting the
Office manager and Assistant Office Manager in the leadership and
supervision of a team of Care Navigators and Administrators, ensuring all
duties are performed effectively and to the required standard, meeting the
objectives of the practice.
Senior Care Navigator core duties
Supporting the Office Manager / Assistant Office Manager and covering when absent, including
- Supervision of the Care Navigation Team
- Proactively
monitoring activity on the practice appointment system to maximise appointment
usage each day.
- Direct
requests for information
- Carry
out system searches as requested
- Providing reception staff to support
administrative staff during periods of staff absence
- Produce, maintain and participate in the
receptionist rota
- SAR (Service Access Request),
insurance / solicitors' letters and DVLA forms to the administrative team
Core administration
responsibilities
-
Signpost patients to the correct
service
-
Process personal, telephone and
e-requests for appointments
-
Answer incoming phone calls,
transferring calls or dealing with the callers request appropriately
-
Initiating contact with and
responding to, requests from patients, team members and external agencies
-
Photocopy documentation as
required
-
Data entry of new and temporary
registrations and relevant patient information as required
-
Input data into the patients
healthcare records as necessary
-
Manage all queries as necessary
in an efficient manner
-
Monitor and maintain the
reception area and notice boards
-
Ensuring general office areas are
kept tidy and safe in accordance with the Health and Safety and Fire policies. Reporting
any defects or unsafe practices to the Practice Manager.
-
Support all clinical staff with
general tasks as request
-
Completing opening and closing procedures in
accordance practice policy
-
Partake in audit as directed by the audit lead
-
Answering general enquiries explaining surgery
procedures, giving results to patients after the doctor has made the necessary
comments, making new and follow-up appointments
-
Receiving and recording requests for home
visits.
-
On a PLT (Protected Learning Time) day to
ensure that telephone message is telling patients that we are closed for staff
training. Also restoring telephone services in the morning after the PLT
-
Ensuring that Practice Notes, Docman, Accurx and Practice email messages are dealt in a
timely manner and efficiently.
-
Communicating information about any unresolved
or urgent matter.
-
Maintaining confidentiality regarding patient
issues and the affairs of the practice
-
Other specific duties which may be allocated
to individual team members
Job description
Job responsibilities
The
post holder will be
- Responsible
for the day-to-day performance and quality standards within the Care Navigation
/ administration team.
- Supporting the
Office manager and Assistant Office Manager in the leadership and
supervision of a team of Care Navigators and Administrators, ensuring all
duties are performed effectively and to the required standard, meeting the
objectives of the practice.
Senior Care Navigator core duties
Supporting the Office Manager / Assistant Office Manager and covering when absent, including
- Supervision of the Care Navigation Team
- Proactively
monitoring activity on the practice appointment system to maximise appointment
usage each day.
- Direct
requests for information
- Carry
out system searches as requested
- Providing reception staff to support
administrative staff during periods of staff absence
- Produce, maintain and participate in the
receptionist rota
- SAR (Service Access Request),
insurance / solicitors' letters and DVLA forms to the administrative team
Core administration
responsibilities
-
Signpost patients to the correct
service
-
Process personal, telephone and
e-requests for appointments
-
Answer incoming phone calls,
transferring calls or dealing with the callers request appropriately
-
Initiating contact with and
responding to, requests from patients, team members and external agencies
-
Photocopy documentation as
required
-
Data entry of new and temporary
registrations and relevant patient information as required
-
Input data into the patients
healthcare records as necessary
-
Manage all queries as necessary
in an efficient manner
-
Monitor and maintain the
reception area and notice boards
-
Ensuring general office areas are
kept tidy and safe in accordance with the Health and Safety and Fire policies. Reporting
any defects or unsafe practices to the Practice Manager.
-
Support all clinical staff with
general tasks as request
-
Completing opening and closing procedures in
accordance practice policy
-
Partake in audit as directed by the audit lead
-
Answering general enquiries explaining surgery
procedures, giving results to patients after the doctor has made the necessary
comments, making new and follow-up appointments
-
Receiving and recording requests for home
visits.
-
On a PLT (Protected Learning Time) day to
ensure that telephone message is telling patients that we are closed for staff
training. Also restoring telephone services in the morning after the PLT
-
Ensuring that Practice Notes, Docman, Accurx and Practice email messages are dealt in a
timely manner and efficiently.
-
Communicating information about any unresolved
or urgent matter.
-
Maintaining confidentiality regarding patient
issues and the affairs of the practice
-
Other specific duties which may be allocated
to individual team members
Person Specification
Skills
Essential
- Strong communication skills
- IT literacy e.g. Word, Excel, Outlook
- Ability to prioritise workload
- Problem solving skills
Desirable
Experience
Essential
- Administrative experience in busy office environment
- Experience handling confidential information
- Experience of working in a primary care or health care setting
Desirable
- Evidence of continuing education / professional development
Qualifications
Essential
- General education to A level or equivalent
Person Specification
Skills
Essential
- Strong communication skills
- IT literacy e.g. Word, Excel, Outlook
- Ability to prioritise workload
- Problem solving skills
Desirable
Experience
Essential
- Administrative experience in busy office environment
- Experience handling confidential information
- Experience of working in a primary care or health care setting
Desirable
- Evidence of continuing education / professional development
Qualifications
Essential
- General education to A level or equivalent
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.
