Patient Services Administrator

Job summary

The role of the Patient Services Administrator (PSA) is to be the first contact for patients, their family/carers, visitors and other third parties. There are many methods of interaction between the PSA and service users including telephone, face to face, email and e-consultation. The PSA is to be a knowledgeable person whose role is to support, guide and assist service users in navigating our services. The PSA is to tailor their approach to suit that of the service user, ensuring that they always provide clear, polite and professional guidance and instruction.

We are looking for a part time PSA to work 29.5 hours per week. The permanent shifts are Tuesday 8am - 1pm, Thursday 1 - 6pm and Friday 8am - 6pm. In addition, until April, Monday and Wednesday 8am - 1pm will be required. Post April, the shifts of these 10 working hours may change week to week dependant on who is on leave.

The PSA is 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 appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, 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.

Main duties of the job

To provide high-quality administrative support to the Practice to include:

• Maintaining and monitoring the practice appointment system.
• Process personal, telephone and e-requests for appointments.
• Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
• Signpost patients, and in appropriate circumstances, refer patients to the correct service (CPCS).
• Initiating contact with and responding to, requests from patients, team members and external agencies.
• Read code data on EMIS Web.
• Photocopy documentation as required.
• Data entry of relevant patient information as required, for example, influenza clinic.
• Input information into the patients healthcare records as necessary, for example, an ongoing patient query, so that the team can assist in your absence.
• Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team.
• Manage all queries as necessary in an efficient manner.
• Take payment over the counter as appropriate.
• Maintain a clean, tidy, effective working area at all times.
• Monitor and maintain the reception area and notice boards.
• Support all clinical staff with general tasks as requested.
• Partake in audit as directed by the audit lead.
• Opening, distributing and scanning internal and external post.

The above list is not exhaustive, please see the attached job description for more information.

About us

We are a two-site dispensing practice on the edge of Exeter extending onto the countryside of East Devon with an expanding population, currently at 16,750 patients. The area boasts access to city life, Dartmoor and beautiful beaches.

We are a welcoming, friendly team, who pride ourselves on our supportive environment. The successful candidate will be joining our team of GPs, Practice & District nurses, Occupational Therapist, Dietitian, Paramedic and two Clinical Pharmacists as well as a full complement of dispensing, administration, and management staff.

Enthusiasm, professionalism, strong teamwork ethos and attention to detail are skills that are required of the post-holder. A good level of IT skills is also a requirement as there are many systems that the post holder will need to use.