This vacancy is for a Care Navigator Administrator Apprentice based in Rochdale, Lancashire.
The successful applicant will have the opportunity to undertake valuable work experience whilst gaining on the job qualifications.
To assist in the smooth day to day running of Whitworth Medical Centre to promote and develop a high-quality service to patients and carers.
To carry out a Business Admin Apprentice role within a pre-agreed, accredited apprenticeship programme, supported by Whitworth Medical Centre and your Apprenticeship provider company, completing all training modules, practical and theoretical assessments and in-role development as the Apprenticeship Programme requires of you.
To ensure that patients receive high quality, professional service. To contribute to the daily office routine by helping to cover the administrative and usual reception duties on a rotational basis. To be part of the full cover rota for the opening hours of the Surgery as part of a wider team.
The role shall encompass various administrative tasks and direct involvement in the day to day support of the practice’s various reception and administrative functions.
To assist the Practice Manager and other members of the Management Team at Whitworth Medical Centre by being responsible for elements of practice services as defined in sections below.
All staff at Whitworth Medical Centre and BARDOC Ltd have a duty to conform to the following:
Equality, Diversity & Inclusion (ED&I)
A good attitude and positive action towards ED&I 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 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.
Safety, Health, Environment and Fire (SHEF)
This Practice is committed to supporting and promoting opportunities to 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 yourself, 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.
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 all staff will always respect their privacy and maintain confidentiality. 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 and Continuous Improvement
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 health care 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.
On arrival at the practice all personnel are to complete a practice induction programme; this is overseen by the Practice Manager, GPs and the Practice Team supporting your role.
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 partake, and complete induction and mandatory training as directed by the HR Department, as well as participating in the ongoing practice 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. All external training courses must be approved by the Practice Manager prior to booking.
All staff must recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner. All Team and Practice meetings relevant to your role must be attended apart from those falling within Annual Leave periods and during sickness absence.
Staff at Whitworth Medical Centre must adhere to the information contained with practice policies and the staff handbook, ensuring protocols are always adhered to. Staff will be given detailed information during the induction process regarding policy and procedure.
The security of the practice is the responsibility of all personnel. Staff must ensure they always remain vigilant and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share codes or personal passes to access the door locks with anyone and are to ensure that restricted areas remain effectively secured.
At Whitworth Medical Centre, staff are required to dress appropriately for their role. There is a dress code for the overall practice team which requires smart appropriate work wear. Clinical staff should dress in accordance with their role.
Most members of the reception and administrative staff are required to wear uniform which is provided for them and includes the Healthcare Assistant. The uniforms are ordered by the Practice Manager and are replaced every two years.
All personnel are entitled to take leave. Line managers are to ensure all their staff are encouraged to take all of their leave entitlement. Overtime must be approved, in advance by your Line Manager and signed off on a timesheet before sending to Finance. Overtime that has not been pre-authorised or approved by a Senior Manager will not be paid.
The following are the core responsibilities of the Management Team. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Apprentice Care Navigator/Administrator is responsible for:
Completion of modules of learning and in-role development as guided by the apprenticeship model
Self-improvement within the role with support and guidance of Practice Manager, senior members of the practice clerical and reception team and the clinical teams
Aiming to successfully complete all modules and attainment levels within the time allocated within the apprenticeship programme
Being an integral, important member of the wider GP Practice Team through the development of the role including broadening of knowledge, ability, and experience at each development review stage
Welcoming patients on arrival, checking in appointments
Directing patients to GPs and Nurses for appointments
Booking appointments and cancelling appointments where requested
Dealing with enquiries at the front desk and requests received on-line
Handing out and taking requests for prescriptions including on-line requests
Chaperoning (upon request and after completing Chaperone training)
Accepting cash or cheque payment from patients for private work and providing receipts for payment
Recognising emergency situations, problems and difficulties and taking prompt action
Dealing with requests for home visits including care home visits
Dealing with enquiries and calling patients with replies as required
Booking, changing, confirming, and cancelling appointments
Forwarding calls and messages to colleagues in Whitworth Medical Centre and BARDOC
Communication and IT
Using clinical software systems, i.e Vision/EMIS, Docman, NHS.net emails
Registering new patients coming into the practice, immediately necessary treatment registrations and temporary residents
Supporting deduction of patients leaving the practice and return of paper records/GP2GP transmission
Recording and coding data onto patient records (after full training)
Assisting with Quality and Outcome framework as part of the wider team (with full training and support)
Recalls and review of patients through appointment system and upon request by Practice clinicians
Scanning documents and attaching these to patient records as appropriate (with full training)
Attending practice meetings/participate in LTIs
Working as part of a dynamic and motivated Practice team
General Office Duties
Photocopying and collating
Opening post and date stamping, distribution of non-patient mail items
Assist in opening and closing of the building
Filing and tidying
Promoting and representing Whitworth Medical Centre in a professional manner
Supporting the Practice Manager and GPs in relation to financial elements of the practice function, including overseeing assigned budgets, claims processing and CQRS submissions. Data searches to ensure maximisation of claims, supporting the Practice to maximise income and reduce expenditure
Responsible for day to day upkeep and cleanliness of the practice premises. Assisting the Practice Manager in securing comparative quotations for essential maintenance of the building and grounds and organising repairs and renewals to the premises where required.
Overseeing local essential services i.e. cleaning, gardening, window cleaning etc.
Working with the Practice Manager and Healthcare Support staff to assist with ordering of clinical consumables i.e. dressing packs, speculums etc. and to be responsible for the ordering and management of stationery stock and deliveries.
Supporting the Practice Manager and Practice Team in ongoing preparations for CQC inspections including the development of protocols and procedural documents as evidence of best practice
Supporting the Practice Manager in updating practice information required by the BARDOC IT Team annually to support the IG/DSP Toolkit submission, updating the asset register and informing the Practice Manager of IT system requirements and upgrades.
Taking the lead champion role in one non-clinical area of practise, i.e. Health and Safety, non-clinical Audit etc.
Providing support to the continuous improvement of the business resilience plan (BRP)
Supporting the update and adoption of all practice policies and procedures
Supporting annual QOF and other quality work within the Practice. Assisting with clinical search and report functions to allow the clinical teams to target patients needing recall and review and support clinical audit programmes.
Development of systematic data quality checks with the support of the Practice Manager.
Actively encouraging and promoting the use of patient online services
Assisting with the development of the Patient Participation Group and providing regular updates to members
Supporting the investigation of formal complaints as required.
Assisting with health and safety requirements pertaining to buildings management including support of risk assessments and project development
Completion of personal mandatory training requirements through the BARDOC e-Learning portal and supporting the Practice Manager in achieving 100% completion rate amongst other staff members including clinicians.
BTEC Level 3 Diploma in Business Administration, QCF
(Functional Skills, Level 2 – Maths, English – if not already achieved)
Employer Rights and Responsibilities
Personal Learning and Thinking Skills