Administrator / Care Navigator

Ainsdale Village Surgery currently has a vacancy for Full time/Part time Administrator / Care Navigators.
To appreciate the breadth 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 achieved over the last 3 years and the active signposting frontline staff are doing to support patients in accessing services across the system.If you are self-motivated, able to work under pressure, and 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 jobThe 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.About usAinsdale 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 GPs, two GP Assistants, one 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 the opportunity to join the NHS Pension Scheme.Job responsibilitiesThe post holder will have direct contact with service users and will be instrumental in ensuring that plans for individual service users and information that the organization 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 through 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 recognize emergencies and urgent needs, 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 communicating 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 responsibilitiesTo develop a thorough knowledge of the employing organization 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 a 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 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 organization databases and templates as directed, updating as necessary.To be able to carry out audits of the organization and own activities; coordinate satisfaction surveys; produce reports and give presentations within the organization and locality.To be able to organize and facilitate meetings for the organization 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, and an organizational dress code.Other liaison/health promotion activities as agreed with the organization.Person SpecificationQualificationsA good standard of general education is essential with English and Maths GCSE grade C or above.ExperienceCustomer Service Experience.Excellent communication and interpersonal skills.Experience of office working.Honest, loyal & trustworthy.Professional and discrete.Problem solving.Works well under pressure.Calm manner.Well organized.Good time management.Flexible.Working within the NHS Service.Knowledge of Emis Web, clinical computer systems.Disclosure and Barring Service CheckThis 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.
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