Digital Champion Administrator

Job description

Job responsibilities

The following are the core responsibilities of the post holder however, there may be on occasion, a requirement to carry out other tasks.

Duties and Responsibilities

The post holder must be able to undertake all aspects of front-office reception and back-office administration functions. Duties may vary according to workload and staffing levels and will be carried out under the direction of the management team.

Digital Champion Duties

Promote Google reviews, sending links to patients post appointment

Update and manage the practice website in accordance with compliance regulations

Create informative and engaging posts on the practices social media accounts promoting health initiatives in a timely manner

Manage the practices Digital Databank this includes attending digital inclusion meetings, updating the spreadsheet and liaising with relevant stake holders.

Play a key role in identifying patients who require data inclusion within the community

Reception & Patient-Facing Duties

Provide cover at reception during practice hours, including handovers at shift changes and covering staff leave or sickness.

Receive, assist and care navigate patients appropriately, either in person or by telephone.

Telephone calls are answered promptly in line with the practice protocol

Make external calls on behalf of the practice to patients or external agencies

Manage the appointments system, including triage and booking, amending, and cancelling appointments.

Organise requests for home visits and appropriate paperwork

Handle difficult / distressed patients with tact and diplomacy

Advise patients with regards to the practices complaints procedure

Ensure the patients details are up to date e.g. correct telephone number

Handle patient enquiries and signpost appropriately to clinicians or external services.

Chaperone clinicians when requested in line with the practice chaperone policy

Maintain a tidy and welcoming reception area, including displays and noticeboards.

Register new patients and process patient deductions.

Provide clear communication and guidance to patients in line with current practice policies.

Administrative Duties

Ensure administrative tasks are completed in a timely manner.

Manage incoming and outgoing mail, both paper and electronic.

Process and action clinical documents via Docman, including coding and patient recalls.

Process repeat prescriptions in line with practice protocols.

Maintain accurate and up-to-date patient records, including data entry, locating records and re-filing

Order and monitor office and clinical supplies, including stationery.

Provide support to the clinical and administrative teams (filing, scanning, photocopying, data input).

Liaise with EMIS / ICB IT Helpdesk when required.

Requests from colleagues are responded to willingly

Understand the need for continued training and self-development. Participating in any training programme implemented by the practice.

Be aware of security measures within the practice to always ensure patient and staff security.

Person Specification

Confidentiality, Professional Conduct and Workplace Safety

Essential

• You will be expected to always maintain the highest standards of confidentiality, in line with practice policies and legal requirements. This applies to information about patients, colleagues, and the business operations of the practice.
• Confidential information must only be shared with authorised personnel and within the bounds of applicable data protection policies.
• Employment Acts and Codes of Practice
• Comply with employment legislation and codes of good practice
• Health & Safety
• In accordance with the Health & Safety At Work Act 1974 and other supplementary legislation required to take reasonable care to avoid injury during the course of work and co-operate with the practice and others in meeting statutory requirements.

Qualifications

Essential

• GCSE educated
• Good timekeeping and punctuality
• Empathy, compassion and acceptance of others' beliefs and cultures is non-negotiable
• Excellent Customer Service experience
• Computer literate in all Office 365 (Teams / Excel / Word etc)
• Good Listening skills and attention to detail and accuracy
• Professional verbal and written communication skills are essential
• Excellent command of spoken and written English
• Able to demonstrate flexibility and adaptability in a changing environment
• Able to work constructively with internal and external parties to resolve issues
• Ability to work under pressure while maintaining a positive professional attitude
• Ability to work as part of the team
• Able to multi-task and prioritise

Desirable

• Experience working in a GP Practice preferred
• Experience of using EMIS Web preferred
• Understanding of additional languages advantageous
• Knowledge of medical terminology

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

Florence House Medical Practice

Address

1344 Ashton Old Road

Manchester

M11 1JG

Employer's website

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