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About the Role

Our Care Navigator/Administrator staff handle all incoming calls, signpost patients to appropriate services, and maintain a welcoming practice environment. You will be the first point of contact for patients, providing initial support with queries, including compliments and complaints. You will support clinicians by liaising with patients regarding appointments, referrals, registrations, and general inquiries, as well as with other healthcare providers to support patient care.

Responsibilities

Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition.
Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately.
Be helpful and friendly to patients who contact the practice by phone or in person, providing the best possible patient service.
Make appointments for patients, take requests for home visits, and answer queries in a friendly and helpful manner.
Keep patients informed of any delays or problems when they are in the practice and deal with any concerns that may arise.
Assist with cancelling and rescheduling appointments as required.
Support the clinical team with requests.
Ensure adequate supplies of registration forms are available and that patients have completed them fully.
Order ambulances and interpreters for patients as required.
Check patient details are current and correct and update patient records.
Understand how the telephone system works.
Work as a team member with admin and Care Navigator colleagues.
Understand and adhere to the patient complaints procedure.
Ensure that the patient waiting areas are clean and tidy.
Ensure patients are aware of the 72-hour turn-around for prescription requests.
Email, scan, and code clinical correspondence.
Be aware of all Care Navigator/Administrator and office protocols.
Become familiar with Hospital & laboratory courier collections and ensure procedure is adhered to.
Be aware of non-NHS & private services charges, how to accept payments & issue receipts, and ensure these are recorded accordingly.
Open and close the practice, checking security and setting alarms.
Process registering new patients, making up notes and entering their details on the computer system.
Process new arrivals and deductions.
Support with GP Links.
Manage the generic inbox.
Scan and code all clinical documents.
Use the electronic filing system to complete filing.
Deal with internal and external post.
Complete admin tasks and support with AccuRx Total Triage.
Undertake photo-copying and other basic office duties.
Deal with queries for further information from hospitals or other local providers about patients.
Assist in preparing and sending out practice correspondence.
Ensure that the system is operational at the beginning of each day, switched on to the answer phone with the correct tape at lunchtime, and at the end of each day.
Ensure that prescriptions are handled accurately and efficiently following protocol.
Monitor incoming electronic test results to ensure prompt review by clinicians.
Data entry of new and temporary registrations and relevant patient information.
Scan all patient information into the computerized record.
Deal with referrals to primary and secondary care.
Action tasks set by clinicians via the clinical systems and email.
Handle documents via clinical systems and practice protocols.
Participate in practice audit as directed.
Be flexible to cover shifts in the event of staff holidays and sickness.
Provide lunch cover where needed.
Undertake any other duties required by the needs of the practice and commensurate with the post.
Act as a chaperone when required following mandatory training.
Participate and contribute to team meetings and other meetings as required.
Undertake training as required including mandatory and statutory training, core skills training and ongoing developmental training.
Have knowledge of all Practice procedures.
Work in accordance with written protocols.
Participate in appraisal scheme.
Present a positive image of the practice at all times.

Requirements

Experience of working in a primary care environment.
Experience of working with the general public.
Experience of working in a healthcare setting.
Must have PC skills and be able to use basic Word, Excel and e-mail.
Flexibility to work outside core office hours.
Disclosure Barring Service (DBS) check.
Occupational Health clearance.

Skills

Excellent communication skills (written and oral).
Strong IT skills.
Clear, polite telephone manner.
Competent in the use of Office and Outlook.
EMIS / Systmone / Vision user skills.
Effective time management (planning & organising).
Ability to work as a team member and autonomously.
Good interpersonal skills.
Ability to follow clinical policy and procedure.
Polite and confident.
Flexible and cooperative.
Motivated.
Problem solver with the ability to process information accurately and effectively, interpreting data as required.
High levels of integrity and loyalty.
Sensitive and empathetic in distressing situations.
Ability to work under pressure / in stressful situations.
Able to communicate effectively and understand the needs of the patient.
Effectively utilises resources.
Punctual and committed to supporting the team effort.
A willingness to learn and progress with a ‘can do’ attitude.

Location

DMC Chadwick Road Surgery, SE15 4PU
Chadwick Road Surgery
Crystal Palace Road Surgery

Work Type

Full Time
Onsite

Salary/Compensations

£25,000 - £26,000 / year

About the Company

This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety.
This practice is committed to maintaining an outstanding confidential service.
This practice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision.
We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Equal Opportunity

A good attitude and positive action towards Equality Diversity and Inclusion (EDI) create an environment where all individuals are able to achieve their full potential.
Patients and their families have the right to be treated fairly and to be routinely involved in decisions about their treatment and care.
Staff have the right to be treated fairly in recruitment and career progression.
Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted.