Administrator / Care Navigator

Job summary Ainsdale Village Surgery currently has a vacancy for Full time/Part time Administrator / Care Navigators.
To appreciate the breath of responsibilities our frontline staff carry out each day, we have redefined the 'GP Receptionist' job role as a Care Navigator.
The Care Navigator role encompasses the digital transformation practices have achieved over the last 3 years and the active signposting frontline staff are doing to support patients to access services across the system.If you are self-motivated, able to work under pressure, have excellent customer service and communication skills then a job in General Practice is for you.Ainsdale Village Surgery is a small and friendly GP Surgery with an excellent supportive working environment.Previous experience is desirable but not essential as full training will be given.
Main duties of the job The purpose of the job role is to offer 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.To receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.Undertake a variety of administrative duties to assist in the smooth running of the Practice.See attached Job description for more information.
About us Ainsdale Village Surgery is a small Practice near Southport with two GP Partners and a list size of around 3750 patients.
The clinical team consists of two Salaried GP's, 2 GP Assistant, 1 Care Co-Ordinator, three Practice Nurses, a Healthcare Assistant, a phlebotomist, a practice pharmacist, and as we are a GP training practice we currently have four Doctors in training.
The successful job candidates will join an experienced team of 8 receptionists and report to the Practice Managers.We offer a competitive salary and opportunity to join the NHS Pension Scheme.
Job description Job responsibilities Job Summary: The post holder, as a member and representative of the organisation, will have direct contact with service users and will be instrumental in ensuring that plans for individual service users, and information that the organisation wishes to share with its clients/patients, are enabled and enacted.
The post holder will have excellent communication skills, to ensure that every contact counts, through a range of media (telephone; face-to-face; IT) and will demonstrate excellent customer care though commitment to follow-through of established plans to improve health/customer outcomes.
He/she will have sound knowledge of local services and providers; maintain an up-to-date database of this information and understand how to access these services.
He/she will have knowledge of health promotion issues and current locality initiatives and be able to offer this information to clients/ patients.
He /she will be able to deal with complex information, using knowledge of local services and pathways to signpost clients to appropriate agencies.
Acting as the client's advocate, they will be able to make brief assessments of client needs, and be able to recognise emergencies and urgent need, both for physical and mental health problems.
The post holder will be responsible for ensuring care plans are implemented, keeping accurate and relevant records and communicate progress or any problems with managerial or clinical staff, as appropriate.
They will be competent in the use of computer databases; audit, and in the production of reports and updating of care plans.
Key responsibilities • To develop a thorough knowledge of the employing organisation and to work in accordance with written protocols.• To implement agreements and policies concerning data sharing and client/patient consent.• To provide excellent customer care, demonstrating empathy; patience and a holistic approach to client/patient care, with commitment to follow-through of care plans and building effective working relationships.• To be able to triage calls, directing clients/ patients appropriately to relevant personnel/ services.
• To have excellent communication skills, with the ability to effectively facilitate communication in writing (letters and electronically) and verbally with a wide range of providers and users of services, including patients; carers; voluntary; social; primary health care teams and secondary care providers.• To have a sound and up to date knowledge of local health and social care policy, together with service availability and how to access those services • To maintain an accurate database of services available to clients/patients• To understand, and be able to disseminate, health promotion information, using this to identify clients who might benefit from these services and to signpost accordingly.
• To keep accurate records of all client/patient contacts, using the organisation databases and templates as directed, updating as necessary • To be able to carry out audit of organisation and own activities; coordinate satisfaction surveys; produce reports and give presentations within the organisation and locality.
• To be able to organise and facilitate meetings for the organisation and for clients/patients (on a one-to-one or group basis) such as carers groups and to be able to take minutes of such meetings.
• To understand the common needs and safeguarding issues of vulnerable patient groups, including the elderly; housebound and those with long-term conditions, including physical and mental disabilities.• To understand the legal; ethical and regulatory principles of the NHS and know personal boundaries and when to seek help.• To be aware of own impact in the process of care; the need for reflection on practice and resilience when faced with challenging situations.• To understand the importance of confidentiality.• To respond appropriately in emergency situations.• To report any incidents that might compromise health and safety for self, other staff,or customers/patients.• To take part in annual appraisal, developing a personal development plan, from which training needs will be identified and training undertaken.• To assist in the training of other colleagues where appropriate.• To work in accordance with Equal Opportunities Policy; Data Protection; Health and Safety, an organisational dress code.• Other liaison/health promotion activities as agreed with the organisation.
Person Specification Qualifications Essential A good standard of general education is essential with English and Maths GCSE grade C or above Experience Essential Customer Service Experience, Excellent communication and interpersonal skills, Prioritising workload, Experience of office working, Honest, loyal & trustworthy, Professional and discrete, Problem solving, Works well under pressure, De-escalate & resolve conflict, Calm manner, Well organized, Hard working, Good time management, Flexible, Desirable Working within the NHS Service, Knowledge of Emis Web, clinical computer systems