Job description

Job responsibilities

• Patient reception and navigation act as a central point of contact, respond to enquiries and guide patients through the Same Day Access Service.
• EMIS administration use EMIS to record patient arrivals, maintain accurate patient records, manage appointment information and support clinical workflows.
• Appointment and triage coordination book appropriate Same Day Access, practice and NHS 111 appointments and maintain triage and appointment lists.
• Clinical administrative support process tasks, messages and requests from GPs and other authorised clinical colleagues accurately and within agreed timescales.
• Referrals and communications process outgoing healthcare referrals and support effective communication between the service, member practices and other healthcare providers.
• Patient information and confidentiality ensure patient information is complete, accurate, contemporaneous and handled securely and confidentially.
• Performance monitoring and reporting record and collate activity data and contribute to dashboards, KPIs, audits, patient surveys and performance reports.
• Patient experience and service improvement gather feedback, respond appropriately to concerns and contribute to initiatives that improve patient access, experience and the overall effectiveness of the service.

Person Specification

Experience

Essential

• Experience in a reception, administrative, customer service or coordination role within a busy environment
• Experience of using EMIS in a Primary Care or healthcare setting

Skills and Abilities

Essential

• Excellent communication skills and patient/customer service skills
• Strong organisational, prioritisation and administrative skills

Knowledge

Essential

• Understanding of confidentiality, information governance and accurate record keeping

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.

Employer details

Employer name

Tower Hamlets GP Care Group

Address

GP Care Group

GP Practices across PCN 5 & 6

London

E14 3BQ

United Kingdom

Employer's website

https://www.gpcaregroup.org/section/387/Home (Opens in a new tab)

Job description

Job responsibilities

Key Tasks

• Provide a smooth running comprehensive administrative service for the Care Navigators and Clinical staff to all aspects of the Integrated Urgent Primary Care Services. The Senior Care Navigator will participate in a 4 week rolling rota which will include earlies, days, evenings, weekends and bank holidays with the occasional need to work night shifts.
• Organise and supervise the non-clinical staff to ensure that all available resources are managed effectively.
• Manage problem situations as and when they arise. These could include technical, administrative and staffing issues and queries or complaints from patients and their carers.
• Liaise with clinical staff to enable the smooth running of the Integrated Primary Care service.
• Liaise with the Service Manager in hours about any problems and to highlight issues for service improvement and development.
• Liaise with the on call manager who can offer support outside of office hours.
• Senior Care Navigator has a responsibility to ensure that there is adequate administrative staffing, so that patient care is not compromised.
• Line management responsibility for the Care Navigators. including induction, training, 1 to 1 meetings and appraisals.
• Senior Care Navigator will be fully conversant in the computer systems used by the services (Adastra, Cerner and EMIS web) and will maintain the databases, run uncomplicated search reports and train staff.
• To help the Integrated Primary Care Service and the Single Point of Access to achieve their Key Performance targets without compromising the quality of the services to the patient.
• Where referral to a healthcare professional is not required, offering pathways ensuring the patient is guided appropriately to other services/organisations including PALS and the third sector, social care, community services, voluntary sector, and other independent providers such as pharmacies.
• Provide evidence-based healthcare advice, making every contact count, maximising opportunities for health education/health promotion.
• Responsible for overseeing the Integrated Urgent Primary Care service clinic environment ensuring that supplies are maintained, clinic rooms adhere to health and safety and infection control procedures and standards.

• Line management responsibility for a team of Care Navigators.
• To develop a thorough knowledge of the GP Care Group and to work in accordance with written protocols.
• To provide excellent customer care, demonstrating empathy; patience and a holistic approach to client/patient care, with commitment to building effective working relationships.
• To have good written and verbal communication skills, with the ability to communicate with a wide range of providers and users of services, including patients; carers; voluntary; social; primary 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 access an accurate database of services available for 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 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 work with clinicians, in the care of patients facilitating and helping with a variety of patient tests as appropriate.
• To ensure the clinical areas are appropriately stocked with relevant equipment daily.
• 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 assist in the training of other colleagues where appropriate.
• Other liaison/health promotion activities as agreed with the organisation.
• The post holder will be expected to participate in training relevant to the needs of the service.
• The postholder is expected to actively participate in team meetings and contribute to the successful delivery of the service.

Person Specification

Knowledge

Essential

• Advanced knowledge of local health and social care system and wide range of options available for patients in Primary Care

Skills and Abilities

Essential

• Confident in communication methods (both written and verbal) and able to communicate effectively with a range of customer and provider groups
• Effective Organisation Skills
• Ability to work under pressure and meet deadlines

Experience

Essential

• Previous experience in reception or administrative role with customer contact and evidence of ability to use initiative and work independently with line management responsibility

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.

Employer details

Employer name

Tower Hamlets GP Care Group

Address

First Floor Beaumont House

Bancroft Road

London

E1 4DG

United Kingdom

Employer's website

https://www.gpcaregroup.org/section/387/Home (Opens in a new tab)