Job description

Job responsibilities

In this role, you'll play a crucial part in our Patient Services and Triage Team, guiding patients through their healthcare journey within our practice.

As our Care Navigator, you'll thrive in a dynamic, fast-paced setting where every day brings new challenges and opportunities. You'll be at the heart of patient care, ensuring each individual receives the support and guidance they need.

Main duties of the job

Key Responsibilities:

1. Patient Interaction: You will interact with patients using our messaging software. For clarification or details where needed.

2. Appointment Management: Efficiently book, cancel, and rearrange appointments, ensuring smooth patient flow.

3. Service Coordination: Signpost patients to the appropriate services and provide clear guidance on available pathways.

4. Administrative Support: Handle day-to-day admin tasks and assist clinical teams with non-clinical triage.

5. Team Collaboration: Work closely with a supportive team that values your contributions and encourages your growth.

Person Specification

Experience

Essential

• Experienced NHS Care Coordinator and Receptionist with a strong understanding of primary care operations.
• Previous General Practice experience, including patient administration and support services.
• Skilled in patient triage, ensuring appropriate prioritisation and signposting of care needs.
• Highly IT literate, with experience using clinical systems and Microsoft Office applications.
• Excellent communication and organisational skills, with the ability to work effectively in a fast-paced healthcare environment.

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

The Brooke Surgery

Address

20 Market Street

Hyde

SK14 1AT

United Kingdom

Employer's website

https://brookesurgery.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Team leadership and staff management

• Hold line management responsibility for the front of house and back office administrative teams, covering reception, administrators, and non-clinical support staff. This includes conduct, performance, and day to day direction
• Approve or decline staff holiday requests for the practice team, within 3 working days of submission, checking against minimum safe staffing levels before approving
• Build, publish, and actively manage reception, administrative, clinical, and room rotas at least two weeks in advance. Identify staffing shortfalls before they occur and escalate to the Operations Manager
• Lead induction for every new administrative and reception starter, covering system access, EMIS user setup, welfare check-ins during probation, and sign-off that induction is complete
• Own the administrative and logistical process for recruitment and onboarding end to end, from advertising through to first day readiness, with Operations Manager oversight
• Source and confirm locum and temporary cover for absence within 24 hours of a gap being identified, and manage their induction
• Conduct formal appraisals for members of the administrative and reception team annually, with documented objectives and follow-up
• Maintain and actively monitor the practice training matrix, chasing and closing out overdue mandatory training within 10 working days of it falling due

Operations and systems

• Own the EMIS appointment book, covering capacity planning, slot type management, and resolving day to day access issues
• Support with resolving IT issues affecting daily operations, resolving what can be resolved directly with IT and escalating issues requiring contractual or budgetary decisions
• Upload and keep current all practice policies on Teamnet
• Own the health and safety and fire safety administrative cycle, covering scheduling of tests and drills, keeping records current, and flagging any missed or overdue item directly to the Operations Manager
• Manage non-clinical stock levels and ordering
• Provide scanning and filing support for the Operations Manager

Complaints and patient administration

• Support and deputise for the complaints manager by Log every complaint, report, and IGPR request on receipt and drive it to resolution against the practice's agreed timescales, chasing internal contributors directly rather than waiting to be chased
• Own the DNA, did not attend, letter process end to end, including identifying patterns that should be flagged to the Operations Manager
• Triage and resolve queries and concerns from patients and staff directly wherever they fall within postholder authority, escalating in line with practice policy

Deputising and escalation

• Deputise for the Operations Manager on all routine operational matters during any period of absence, holiday, or leave

• Support the Operations Manager with any other requirement to meet business needs

Person Specification

Experience

Essential

• 1) At least two years' experience in a line management or supervisory
• role, ideally in general practice, primary care, or another regulated
• healthcare setting
• 2) A track record of managing a team of 10 or more with confidence
• and minimal need for escalation
• 3) Working knowledge of EMIS or a comparable clinical system, or the
• ability to pick up new systems quickly
• 4) Experience making decisions independently rather than just
• following an existing process
• 5) Experience resolving patient or customer complaints directly
• Clear, confident communication, including the ability to hold a
• decision under pushback
• 6) Available to work full time between the hours of 07.30 - 18.30 Monday - Friday

Desirable

• Experience with recruitment, CQC preparation, or Teamnet is a bonus but not essential.

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

The Brooke Surgery

Address

20 Market Street

Hyde

SK14 1AT

United Kingdom

Employer's website

https://brookesurgery.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Management and Administration

Provide and help to manage a caring, empathic and professional nursing and treatment service to the patients and practice team.

Liaise with other members of the surgery team and other agencies providing clinical care and support to patients within the local area.

Confidentiality

While 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 confidential

Information relating to patients, carers, colleagues, healthcare workers or the business of the practice may only be divulged to authorised persons, in accordance with practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & safety

The post-holder will implement and lead on a full range of promotion and management their own and others health and safety and infection control 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, but will not be limited to.

Using personal security systems within the workplace according to practice guidelines

Awareness of national standards of infection control and cleanliness and regulatory / contractual / professional requirements, and good practice guidelines

Responsible for the correct and safe management of the specimens process, including collection, labelling, handling, use of correct and clean containers, storage, and transport arrangements

Management and maintenance of Personal Protective Equipment (PPE) for the practice including provision, ordering, availability, and ongoing correct usage by staff

Responsible for hand hygiene across the practice

Ownership of infection control and clinically based patient care protocols, and implementation of those protocols across the practice.

Active observation of current working practices across the practice in relation to infection control, cleanliness, and related activities, ensuring that procedures are followed, and weaknesses / training needs are identified, escalating issues as appropriate.

Monitoring practice facilities and equipment in relation to infection control, ensuring that provision of hand cleansing facilities, wipes etc are sufficient to ensure a good clinical working environment. Lack of facilities to be escalated as appropriate.

Safe management of sharps procedures including training, use, storage and disposal.

Using appropriate infection control procedures, maintaining work areas in a tidy, clean and sterile, and safe way, free from hazards. Initiation of remedial / corrective action where needed or escalation to responsible management

Actively identifying, reporting, and correction of health and safety hazards and infection hazards immediately when recognised

Keeping own work areas and general / patient areas generally clean, sterile, identifying issues and hazards / risks in relation to other work areas within the business, and assuming responsibility in the maintenance of general standards of cleanliness across the business in consultation (where appropriate) with other sector managers.

Undertaking periodic infection control training (minimum twice annually)

Routine management of own team / team areas, and maintenance of workspace standards

Waste management including collection, handling, segregation, container management, storage and collection.

Spillage control procedures, management and training

Decontamination control procedures, management and training, and equipment maintenance

Maintenance of sterile environments

Demonstrate due regard for safeguarding and promoting the welfare of children.

Equality and diversity

You will support the equality, diversity and rights of patients, carers and colleagues by:

Acting in a way that recognizes the importance of peoples 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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

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 teams performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage own time, workload and resources

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 This job description is an outline of the key duties and responsibilities of the role and is not intended to be an exhaustive list of duties. The job may change over time to reflect the changing needs of the service. Any changes will be made after discussion with the post holder and be supported with appropriate education and training.

Person Specification

Qualifications

Essential

• Nurse Associate Qualification
• All immunisations and vaccinations
• Cervical smear screening

Desirable

• Childhood Immunisations
• Child Health Surveillance.
• Contraception and sexual health advice and management.
• Travel Advice & Vaccines
• Routine Injections
• Hypertension and blood pressure monitoring.
• Health checks
• Asthma and COPD monitoring and management

Experience

Essential

• Primary Care

Desirable

• Knowledge of Qof Targets

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

The Brooke Surgery

Address

20 Market Street

Hyde

SK14 1AT

United Kingdom

Employer's website

https://brookesurgery.co.uk/ (Opens in a new tab)