Care Navigator - Administrator

Job Summary

Our Care Navigator/ Administrator staff handle all incoming calls, signpost patients to appropriate services and maintain a welcoming practice environment. You are the first point of contact for patient and provide initial support with queries including compliments and complaints. You will support clinicians by liaising with patients regarding appointments, referrals, registrations, general enquires and more. You will also liaise with other healthcare providers to support patient care.
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list.  Duties may be varied from time to time under the direction of the practice manager, dependent on current and evolving practice workload and staffing levels
Respecting all

• Showing courtesy
• Seeking to understand
• Treating all fairly
• Valuing each person as a unique individual
• Being especially supportive to the vulnerable

Working as a team

• Relating well within the team
• Valuing the contribution of each team member
• Building a mutually supportive environment
• Co-operating with other teams
• Encouraging responsible involvement by our patients

Integrity

• Speaking and acting truthfully
•  Being accountable for our actions

Learning and improving

• Adapting to change
• Building on achievements
• Developing our services

Equality, Diversity & Inclusion

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. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law. Patients and their families have the right to be treated fairly and to be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect. 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. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.   Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect that all staff will respect their privacy and maintain confidentiality at all times. It is essential that if the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service. 
Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice. 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.  
Induction training

On arrival at the practice, all personnel are to complete a practice induction programme. 
Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to participate in and complete mandatory training, as directed by the training coordinator, as well as participating in the practice’s training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and, ultimately, enable them to improve processes and service delivery.  
Collaborative working

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure that they communicate in a manner which enables the sharing of information in an appropriate manner.
Service delivery

Staff at DMC must adhere to the information contained within practice policies and regional directives, ensuring that protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.    
Security

The security of the practice is the responsibility of all personnel. Staff must ensure that they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone and they are to ensure that restricted areas remain effectively secured.
Professional conduct

At DMC staff are required to dress appropriately for their role. 
Leave

All personnel are entitled to take leave. Line managers are to ensure that all of their staff are afforded the opportunity to take leave each year and should be encouraged to take all of their leave entitlement.  

Location 
This role is split across two practice sites:

•  Chadwick Road Surgery 
•  Crystal Palace Road Surgery