Job summary
Are you looking for a new career challenge or
growth? Would you like your role to make a difference in a local community? Do
you wish to be a part of a team that is caring and dedicated to their patients
and each other? If yes – join our team, join the NHS family.
Main duties of the job
We are looking for an enthusiastic individual, who is keen to learn and take on new challenges to make this role their own whilst supporting patients in coordinating their needs.
The Care Navigator supports our clinical team with vital administrative tasks to ensure the smooth running of the practice. As part of our administration team, the Care Navigator should demonstrate a high standard of customer service, maintain attention to detail, show skills in multi-tasking, coordination and communication. While performing their duties, the Care Navigator must follow Practice procedures and protocols as well as maintain confidentiality.
This role provides an accessible, safe and effective line of communication for patients and third parties whether via the phone, email or in person. The purpose of this supporting role is to ensure that our patients receive an all-around excellent experience every time they visit or contact the Surgery.
About us
We are a
well-established NHS GP surgery situated in Clerkenwell, London EC1 around the
corner from the famous Exmouth Market.
We are a friendly
and committed team of doctors, nurses, pharmacists, healthcare assistants, and
administrators who care for 17000 patients.
The Practice is an
accredited training practice for student nurses, GPs and medical students and
offers opportunities to progress and develop, in both clinical and non-clinical
roles.
- 6
Partners and 6 Salaried GPs
- GMS
practice with a growing list size of approximately 17,000
- High
QOF and LES achievement
- Range
of services provided
- Open
Monday-Friday from 0800-1830
- Training
practice
- Member
of South PCN
- Last
CQC inspection (Good) 2018
- Excellent
local and national GP survey results
- Strong
focus on staff wellbeing
- Family-friendly
practice
- Monthly
staff lunches
- Regular
team-building activities such as pottery class, mini-golf, ping pong, boat
trip, murder mystery, ukulele class, and many more.
- Cycle
to work scheme
- Located
in Grade 1 listed building designed by Berthold Lubetkin
- Excellent
transport links and parking
- Look forward to hearing from you!
Job description
Job responsibilities
Job Purpose:
Our Care Navigators are key contributors in supporting the smooth running of the practice by providing internal administrative support necessary for the practice team to meet the needs of and caring for our patients. This role provides an accessible, safe and effective line of communication for patients and third parties whether via the phone, email, or in person. The purpose of this supporting role is to ensure that our patients receive an all-around excellent experience every time they visit or contact Clerkenwell Medical Practice.
Reception Duties:
- Book appointments in accordance with the practice protocols and take onboard feedback to assist with effective patient management for the best use of Clerkenwell Medical Practice patient-facing capacity.
- Receive and make phone calls as required and ensure all queries are dealt with as they arise.
- Dealing with patient queries and other contacts in order to safely minimise the clinical workload wherever possible
- Work the reception desk, greeting patients, maintaining the waiting area, and ensuring the desk is well stocked at all times.
- Management of prescriptions, documents and letters that arrive at the reception desk
- Keep the reception desk well stocked and provide consumables for clinical rooms regularly to ensure they are stocked as well as on request.
- Deal with samples received from patients and provide accurate specimen receptacles for patients asked to provide samples.
- Supports the practice recall system with accuracy to help us meet our clinical performance targets
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
Administrative Duties:
- Work to practice processes, protocols and procedures and according to practice policy all of which will change from time to time.
- Process and distribute all emails and eConsults and ensure they are directed to the correct member of the practice team.
- Completing all requests received from the practice team to support clinicians in their admin duties.
- Completing referrals, chasing hospital appointments, test results, and patient-related information and documentation.
- Generating letters, sick notes and other documentation for patients at the request of clinicians.
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
- Filing
- Summarising and coding
- Docman filing
- Recalls including cervical cytology, childhood immunisations and any other central database generated services/requirements
- Checking for outstanding work and making sure no tasks are overlooked or requests/documents are left unprocessed when practice team members are absent
- Open and distribute the post.
- Taking responsibility for all outgoing post to be sent in a timely manner bearing the correct postage in order to avoid all unnecessary delays in post leaving the practice
- Work under pressure with minimal supervision, safely use initiative with the ability to prioritise and also recognise when to ask for information or help
- Load and unload the dishwasher
- Buy supplies eg milk for tea and coffee when necessary
- Maintaining training and skills in order to facilitate the role
- Maintain total confidentiality at all times
- All other responsibilities and tasks not listed here that relate to this post and the smooth running of the practice and/or contribute to role and/or service development at work
Requirements:
- Attention to detail.
- Excellent communication and interpersonal skills.
- Strong IT skills including Microsoft Word, Excel and Outlook.
- Ability to work in a busy and pressured environment, whilst staying organised and prioritising a varied workload.
- Ability to follow procedures, processes, protocols, and instructions as per CQC requirements.
- Be enthusiastic and a team player.
- Be flexible and adaptable.
- Previous GP or NHS experience desirable but not essential.
- Previous EMIS and Docman10 experience desirable but not essential – If not, familiarity with registering patients, e-referrals, repeat prescriptions, coding, and data entry.
Job description
Job responsibilities
Job Purpose:
Our Care Navigators are key contributors in supporting the smooth running of the practice by providing internal administrative support necessary for the practice team to meet the needs of and caring for our patients. This role provides an accessible, safe and effective line of communication for patients and third parties whether via the phone, email, or in person. The purpose of this supporting role is to ensure that our patients receive an all-around excellent experience every time they visit or contact Clerkenwell Medical Practice.
Reception Duties:
- Book appointments in accordance with the practice protocols and take onboard feedback to assist with effective patient management for the best use of Clerkenwell Medical Practice patient-facing capacity.
- Receive and make phone calls as required and ensure all queries are dealt with as they arise.
- Dealing with patient queries and other contacts in order to safely minimise the clinical workload wherever possible
- Work the reception desk, greeting patients, maintaining the waiting area, and ensuring the desk is well stocked at all times.
- Management of prescriptions, documents and letters that arrive at the reception desk
- Keep the reception desk well stocked and provide consumables for clinical rooms regularly to ensure they are stocked as well as on request.
- Deal with samples received from patients and provide accurate specimen receptacles for patients asked to provide samples.
- Supports the practice recall system with accuracy to help us meet our clinical performance targets
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
Administrative Duties:
- Work to practice processes, protocols and procedures and according to practice policy all of which will change from time to time.
- Process and distribute all emails and eConsults and ensure they are directed to the correct member of the practice team.
- Completing all requests received from the practice team to support clinicians in their admin duties.
- Completing referrals, chasing hospital appointments, test results, and patient-related information and documentation.
- Generating letters, sick notes and other documentation for patients at the request of clinicians.
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
- Filing
- Summarising and coding
- Docman filing
- Recalls including cervical cytology, childhood immunisations and any other central database generated services/requirements
- Checking for outstanding work and making sure no tasks are overlooked or requests/documents are left unprocessed when practice team members are absent
- Open and distribute the post.
- Taking responsibility for all outgoing post to be sent in a timely manner bearing the correct postage in order to avoid all unnecessary delays in post leaving the practice
- Work under pressure with minimal supervision, safely use initiative with the ability to prioritise and also recognise when to ask for information or help
- Load and unload the dishwasher
- Buy supplies eg milk for tea and coffee when necessary
- Maintaining training and skills in order to facilitate the role
- Maintain total confidentiality at all times
- All other responsibilities and tasks not listed here that relate to this post and the smooth running of the practice and/or contribute to role and/or service development at work
Requirements:
- Attention to detail.
- Excellent communication and interpersonal skills.
- Strong IT skills including Microsoft Word, Excel and Outlook.
- Ability to work in a busy and pressured environment, whilst staying organised and prioritising a varied workload.
- Ability to follow procedures, processes, protocols, and instructions as per CQC requirements.
- Be enthusiastic and a team player.
- Be flexible and adaptable.
- Previous GP or NHS experience desirable but not essential.
- Previous EMIS and Docman10 experience desirable but not essential – If not, familiarity with registering patients, e-referrals, repeat prescriptions, coding, and data entry.
Person Specification
Experience
Essential
- Experience in customer service or administration
Desirable
- Experience of working in primary care
Qualifications
Essential
Desirable
Person Specification
Experience
Essential
- Experience in customer service or administration
Desirable
- Experience of working in primary care
Qualifications
Essential
Desirable
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.
