Care navigatorinManchesterinManchesterPUBLISHED THU 13 MAR 2025

We are seeking to employ a Care navigator to join our busy practice. The successful candidate will support the team by dealing with patients both face to face and over the telephone to book appointments, deal with queries and deal with any admin that is created. The candidate will also deal with other colleagues from wider organisations in order to provide an excellent service to our patients.

You will be responsible for booking appointments and cancelling appointments, processing prescription requests, dealing with e mails, admin duties and also communicating with colleagues both internally and externally and any other areas of reception/admin that may be required to support the team.

About us

FAIRFAX GROUP PRACTICE

JOB DESCRIPTION

JOB TITLE: Care navigator/admin assistant

REPORTS TO: Practice Manager

ACCOUNTABLE TO: GP Partners

Job Summary

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to: greeting and directing patients, effective use of the telephone system, appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, ensure the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies, such as secondary care and community service providers.

Duties and Responsibilities

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 management team, dependent on factors such as workload, staffing levels and the business needs of the practice.

• Maintain and monitor the practice appointments system.

• Process face to face and telephone requests for appointments and home visits.
• Answer incoming phone calls, transferring callers or dealing with the callers request appropriately.
• Deal with incoming online requests from patients, eg practice emails etc
• Signpost patients to the correct service.
• Processing and distributing incoming (and outgoing) mail.
• Processing repeat prescriptions in accordance with practice guidelines.
• Enter data in patient records using the EMIS clinical system.
• Data entry of new and temporary registrations and relevant patient information as required.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
• Clearing and re-stocking consulting rooms as required.
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying.
• Monitoring of stationery and other supplies.
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
• Charging patients the appropriate amount for private work, providing a receipt to the patient and recording the charge in the petty cash book.
• Make sure patients medical records are up to date, ie contact numbers, address, smoking status and next of kin.
• Make sure patients are up to date with reviews.
• Helping new reception staff and training of new reception staff.

Your job role may also include

• Referrals external and internal.

• Scanning of letters and relevant correspondence into patients notes.
• Code patient medical records.
• Summarisation of patient notes when requested.
• Solicitor reports and private letters.
• Action daily admin/patient tasks.
• Recalling patients for reviews.

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 the 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. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice 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 and the practice Infection Control Policy, to include:

• Using personal security systems within the workplace according to practice guidelines.
• Identifying the 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 of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.
• Undertaking periodic infection control training.
• Reporting potential risks identified.

Equality, Diversity and Inclusion

A good attitude and positive action towards ED&I creates 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 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 you treat our patients and their colleagues with dignity and respect.

Personal and 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 teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

Communication

The post-holder should recognise 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 peoples needs for alternative methods of communication and respond accordingly.

Contribution to the implemention 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.

Signed (post-holder) . Date

Signed (for practice) .. Date