Job Overview:
Whitley Road Medical Centre is seeking a highly organised and detail-oriented individual to join our friendly, supportive team as a Care Navigator/Administrator who must have strong digital skills. As the first point of contact for our patients, you will play a crucial role in providing excellent customer service and ensuring the smooth operation of our medical office. The purpose of the 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.
- Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective manner.
- Undertake a variety of administrative duties to assist in the smooth running of the practice, including providing secretarial (if appropriate) and clerical support to clinical staff and other members of the practice team.
- Facilitate effective communication between patients, members of the primary healthcare team, secondary care, and other associated healthcare agencies.
Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the following. Duties may be varied from time to time under the direction of the Office Manager/Practice Manager, depending on current and evolving practice workload and staffing levels:
- Practice Premises Management:
- Opening and locking up of practice premises and maintaining security in accordance with Practice protocols.
- Appointments System Management:
- Maintaining and monitoring the practice appointments system.
- Processing face-to-face and telephone requests for appointments, visits, and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
- Mail and Communication Handling:
- Processing and distributing incoming (and outgoing) mail.
- Taking messages and passing on information.
- Administrative Support:
- Filing and retrieving paperwork, including processing repeat prescriptions in accordance with practice guidelines.
- Data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
- Patient and Team Communication:
- Initiating contact with and responding to requests from patients, other team members, and associated healthcare agencies and providers.
- Clerical Assistance:
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying, and scanning.
- Supplies Management:
- Ordering, re-ordering, and monitoring of stationery and other supplies.
- Clinical Waste and Security Management:
- Ensuring that Clinical Waste Company are chaperoned when entering the building to dispose of waste.
- General Support:
- Provision of refreshments for staff and visitors as required.
- Keeping the reception area, noticeboards, and leaflet dispensers tidy and free from obstructions and clutter.
- Chaperoning:
- Chaperoning doctors and patients in accordance with practice protocol.
- Training:
- Attending training sessions as required.
Confidentiality:
In the course of seeking treatment, patients entrust us with or allow us to gather sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- In the performance of duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff, and other healthcare workers.
- All such information from any source is to be regarded as strictly confidential.
- Information may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others’ health, safety, and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
- Using personal security systems within the workplace according to practice guidelines.
- Identifying risks involved in work activities and undertaking such activities in a way that manages those risks.
- Making effective use of training to update knowledge and skills.
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Actively reporting health and safety hazards and infection hazards immediately when recognized.
- Keeping own work areas and general/patient areas clean and assisting in the maintenance of general standards of cleanliness.
- Undertaking periodic infection control training (minimum annually).
- Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues, to include:
- Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
- Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
- Behaving in a manner that is welcoming, non-judgmental, and respects the circumstances, feelings, priorities, and rights of others.
Personal/Professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:
The post-holder will strive to maintain quality within the practice and will:
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance.
- Work effectively with individuals in other agencies to meet patients’ needs.
- Effectively manage own time, workload, and resources.
Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognize people’s needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post-holder will:
- Apply practice policies, standards, and guidance.
- Discuss with other members of the team how the policies, standards, and guidelines will affect own work.
- Participate in audit where appropriate.
Required Skills and Qualifications:
Proficient in using Electronic Health Records (EHR), appointment scheduling systems, and other digital tools and platforms relevant to the role.
- Confidentiality & Data Protection:
In-depth understanding of confidentiality laws and regulations, including GDPR, and the ability to manage sensitive information with discretion.
Strong ability to multitask, manage time effectively, and stay organised in a busy medical office environment.
Excellent verbal and written communication skills, with the ability to communicate with patients, carers, and the healthcare team in a clear and professional manner.
- Health & Safety Knowledge:
Understanding of health and safety policies and procedures and the ability to implement them in practice.
Ability to work well in a team, supporting colleagues and ensuring smooth operations.
Job Types: Full-time, Part-time, Permanent
Pay: From £12.71 per hour
Benefits:
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer service: 1 year (preferred)
- Administrative: 1 year (preferred)
Work Location: In person
