Healthcare Administrator

Job description

Job responsibilities

Woodbank Surgery

JOB DESCRIPTION

Medical Receptionist / Administrator

JOB SUMMARY

The post holder is part of a team of staff providing the practices front-of-house service and administrative/secretarial duties; including welcoming patients and visitors, understanding and interpreting patients needs, resolving queries where possible or signposting patients to the appropriate service or appointment.

The team must provide a responsive, courteous, calm and efficient service at all times, to enable and support patient care. The team has to respond to circumstances and a positive and flexible approach is required.

The post holder will report to the Deputy Manager.

JOB DESCRIPTION - Duties and responsibilities

The following is not an exhaustive list of duties, but is indicative of the work that will be required. Duties are allocated within the team by the Office Manager and some functions may be carried out at Woodbank Surgery. Allocation of duties between sites and individuals may change over time. The practice works in the ever-changing environment of the NHS and the tasks required will change from time to time.

Following Practice policies, protocols and guidelines, duties may include:

Reception and Administration duties

• Ensure that all patients, visitors and staff receive a friendly service and their enquiries are dealt with efficiently.

• Provide a welcoming and efficient telephone service, managing own time to ensure maximum waiting times are kept low.

• Provide a welcoming and efficient counter service.

• Explore patient queries and requests fully, taking account of information in the medical record, to ensure that enquiries are handled by the most appropriate person, without the need for a clinician appointment when appropriate, and that any appointments booked are the most appropriate for the request.

• Refer to procedures, guidance, colleagues or senior staff when unsure.

• Book, cancel, rearrange and receive patients for appointments.

• Deal with patient requests for home visits.

• Process repeat prescriptions, ensuring appropriate checks are made.

• Explain systems to patients, e.g. appointments system, repeat prescriptions system.

• Respond appropriately to any potential emergency situation, ensuring access to care is not delayed.

• Arrange ambulances and interpreters.

• Extract and file medical records and correspondence accurately.

• Collect information from patients and enter accurately into the computer system, as requested.

• Contact patients as appropriate.

• Keep track of all tasks and ensure they are completed in a timely fashion.

• Take payment from patients for chargeable services, ensuring they are correctly recorded, that a practice receipt is issued on every occasion and that cash is placed in the designated secure place with the appropriate copy of the receipt.

• Open and lock up the building as required.

• Ensure the reception area and waiting room are kept clean and tidy.

• Stock leaflets and organise displays.

• Register new patients and process changes of details, ensuring all checks are made.

• Operate the registration links system, ensuring transactions are processed promptly and queries addressed.

• Maintain paper patient records, including receiving, sorting, filing and sending.

• Operate laboratory results system (paper and electronic) including giving authorised results to patients.

• Chase up outstanding results, as requested.

• Operate call and recall systems, e.g. for cervical cytology and chronic disease, including keeping records, sending letters to patients and failsafe checks.

• Administrative support for the provision of and payment for medical reports, examinations, forms etc.

• Record out-of-hours and other patient contacts, action all correspondence to ensure it is promptly attached to the correct patients and tasked to the relevant GP.

• Complete forms accurately and on time.

• Carry out audit and collate statistics, as requested.

• Shredding of confidential documents.

• Maintain necessary stocks, including ordering.

• Create and send referrals as directed by clinicians, using the appropriate templates and procedures, efficiently and promptly.

• Create other letters and documents as directed.

• Keep appropriate records (e.g. of referrals), including computer data entry.

• Arrange or chase up hospital or other appointments as required.

• Process requests from solicitors for patient records and requests for forms and medical reports and examinations.

• Create standardised invoices and payment requests.

• Provide administrative and secretarial support to GPs and senior staff.

• Process incoming mail, including sorting, distributing, filing and scanning.

• Other scanning and data entry as required.

• Process outgoing mail, including accurate postage stamping/franking.

• Photocopying and faxing as required.

• Other administrative and clerical duties as required.

• The practice does not currently offer extended opening hours (Saturdays and later evenings) and there are no plans to do so. However, should this be required in future, the postholder will be expected to take part in the provision of this service. The practice occasionally provides services out of normal hours, e.g. flu clinics. The postholder will be required to take part in this.

• Evening shift: patients may be on the premises later than 18:15 if surgeries run late and staff must be prepared to remain on duty if necessary.

  Communications and relationships

• Liaise with members of the Practice, Multi Disciplinary Team, other NHS organisations and outside agencies as appropriate to the role.

• Participate in meetings as required.

  Team working

• Understand own role and scope in the practice.

• Work as an effective and responsible team member, supporting colleagues in a flexible manner.

Organisation and Quality

• Respect and protect patient confidentiality at all times. Understand and follow the practice Information Governance Policy, and the requirements of the Data Protection Act and the common law of confidentiality. Refer on any queries as appropriate.

• Ensure that patients are identified correctly.

• Ensure that any data entered into the computer is done accurately.

• Understand the requirements of the Freedom of Information Act and refer on any queries as appropriate.

• Report incidents, near misses and concerns, using the published procedure.

• Participate in quality improvement initiatives, including Significant Event Analysis and review of patient complaints.

• Support the aims and objectives of the Practice and contribute to the ongoing development of the Practice as required.

• Understand and follow Practice policies.

• Prioritise, organise and manage own workload in a manner that maintains and promotes high service and quality standards.

  Training, learning and development

• Undergo regular appraisal, supervision and training as necessary to update skills and knowledge.

• Participate in the induction of all new staff, students and other attached professionals.

• Provide training for the team and for other staff (both clinical and non-clinical) as appropriate.

  Equality and diversity

• Respect the privacy, dignity and beliefs of patients, carers, visitors and co-workers. They must be treated equally, irrespective of gender, ethnic origin, age, disability, sexual orientation, religion etc.

• Be aware of procedures regarding protection of children and vulnerable adults, including Practice and NHS policies. Follow the guidance and policies and take action in an appropriate manner.

  Health and safety

• Follow Health and Safety policies and guidelines, including fire procedures and those pertaining to clinical areas of risk. Use safe working procedures and report incidents using the Practice incident reporting system.

• Use the personal security systems within the workplace according to Practice guidelines.

• Follow infection control procedures.

  Other

• Give good and regular attendance.

• Maintain a tidy and organised work area.

• Any other duty as requested commensurate with the grade of the role.

  This job description is subject to periodic review and amendment in consultation with the post-holder in the light of changing circumstances.

  PERSON SPECIFICATION

  Essential requirements

  Knowledge, training and experience

• A sound general education to GCSE level or equivalent, or equivalent working experience.

• Experience of dealing with the general public, preferably in a customer service environment.

• An excellent standard of grammar and spelling in the English language.

• The ability to produce accurate and thorough work, including alphabetical filing.

• Experience of using computers, with good keyboard skills.

  Personal skills and abilities

• A friendly and approachable manner, with good people skills, showing understanding, care and assertiveness when appropriate.

• The ability to communicate clearly and effectively (both verbal and written) with a wide range of individuals.

• Good administrative and organisational skills, with the ability to prioritise work.

• A conscientious approach and the commitment to working in an adaptable and flexible manner.

• The ability to work calmly and effectively and deal with multiple demands even when busy.

• The ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.

• The ability to deal with personal information sensitively and respect people's right to confidentiality.

• The ability to work positively as a member of a busy team.

• The ability to give good and regular attendance.

  General

• A commitment to support the delivery of the best possible service to a diverse inner city population.

  Desirable requirements

• Training or qualifications in customer service, IT or other related areas.

• Experience of clerical work.

• Although not essential, the ability to speak a language commonly spoken by our patients, in addition to English, would be useful.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths
• Qualified to NVQ level 2 in Health and Social Care

Desirable

• Qualified to NVQ level 3

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

Woodbank Surgery

Address

Woodbank Surgery

2 Hunstanton Drive

Brandlesholme, Bury

Lancashire

BL8 1EG

Employer's website

https://www.woodbanksurgery.nhs.uk/index.aspx (Opens in a new tab)