Job summary
The
role of the Patient Services Supervisor is to be the first contact for the
Patient Services Administrators. The Patient Services Supervisor is to be
competent in undertaking all the duties of the Patient Services Administrators
and to be knowledgeable person whose role is to support, guide and assist the
Patient Services Administrators and to deputise for the Patient Services
Manager.
The
Patient Services Supervisor is to tailor their approach to suit the Patient
Services Administrators, ensuring that they always provide clear, polite and
professional guidance and instruction.
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.
Main duties of the job
Main
Supervisory Responsibilities
A:
Effectively carrying out the duties of a Patient Services Administrator.
B:
Supporting and deputising for the Patient Services Manager.
C:
Processing and dealing with enquires about Patient Access.
D:
Dealing with any staffing issues in the absence of the Patient Services
Manager.
E:
Assisting with difficult patient queries on the phone/desk.
The
above list is not exhaustive, all personnel should be prepared to accept
additional, or surrender existing duties, to enable the efficient running of
the practice.
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 18,200
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, Nurses,
Healthcare Assistants, Nursing Associate, Occupational Therapist, Dietitian,
Paramedics, Clinical Pharmacists, Pharmacy Technicians, First Contact
Physiotherapists and Mental Health Practitioner as well as a full complement of
dispensing, administration, and management staff.
You
will receive supervision and be supported by our Patient Services Manager.
Job description
Job responsibilities
Key Roles and Responsibilities
Main Supervisory Responsibilities
A. Effectively carrying out the duties of a Patient Services Administrator.
B. Supporting and deputising for the Patient Services Manager.
C. Processing and dealing with enquires about Patient Access.
D. Dealing with any staffing issues in the absence of the Patient Services Manager.
E. Assisting with difficult patient queries on the phone/desk.
The duties of a Patient Services Administrator:
- 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 (Pharmacy First).
- 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 clinics.
- 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.
- Responding to patient and third-party emails and with appropriate consent, attaching requested data in response.
- Support administrative staff, providing cover during staff absences.
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
- Complete opening and closing procedures in accordance with the duty rota.
- Management of prescription requests, ensuring they are processed accurately and efficiently.
- Completing the opening and closing procedure daily.
- Assisting patients to sign-up to online services and offering simple troubleshooting advice.
- To stay up to date with required mandatory training.
The above list is not exhaustive, all personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.
Equality and diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises 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.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, very 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, the post-holder will have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to business information relating to the practice. All such information, from any source, is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with Practice policies and procedures.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice guidelines.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Reporting potential risks identified.
Personal/Professional Development
The postholder will participate in any training programme implemented by the Practice as part of this employment, this may include:
Participation in annual individual performance review, maintaining a record of own personal and professional development.
Taking responsibility for own development, learning and performance.
Job description
Job responsibilities
Key Roles and Responsibilities
Main Supervisory Responsibilities
A. Effectively carrying out the duties of a Patient Services Administrator.
B. Supporting and deputising for the Patient Services Manager.
C. Processing and dealing with enquires about Patient Access.
D. Dealing with any staffing issues in the absence of the Patient Services Manager.
E. Assisting with difficult patient queries on the phone/desk.
The duties of a Patient Services Administrator:
- 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 (Pharmacy First).
- 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 clinics.
- 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.
- Responding to patient and third-party emails and with appropriate consent, attaching requested data in response.
- Support administrative staff, providing cover during staff absences.
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
- Complete opening and closing procedures in accordance with the duty rota.
- Management of prescription requests, ensuring they are processed accurately and efficiently.
- Completing the opening and closing procedure daily.
- Assisting patients to sign-up to online services and offering simple troubleshooting advice.
- To stay up to date with required mandatory training.
The above list is not exhaustive, all personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.
Equality and diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises 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.
Confidentiality
In the course of seeking treatment, patients entrust us with, or allow us to gather, very 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, the post-holder will have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to business information relating to the practice. All such information, from any source, is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with Practice policies and procedures.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
Using personal security systems within the workplace according to practice guidelines.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
Making effective use of training to update knowledge and skills.
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Reporting potential risks identified.
Personal/Professional Development
The postholder will participate in any training programme implemented by the Practice as part of this employment, this may include:
Participation in annual individual performance review, maintaining a record of own personal and professional development.
Taking responsibility for own development, learning and performance.
Person Specification
Qualifications
Essential
- Please see the attached person specification for full details.
Person Specification
Qualifications
Essential
- Please see the attached person specification for full details.
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.