Patient Services Administrator

Job description

Job responsibilities

Main responsibilities

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

a. Maintaining and monitoring the practice appointment system.

b. Process personal, telephone and e-requests for appointments.

c. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.

d. Signpost patients, and in appropriate circumstances, refer patients to the correct service (CPCS).

e. Initiating contact with and responding to, requests from patients, team members and external agencies.

f. Read code data on EMIS Web.

g. Photocopy documentation as required.

h. Data entry of relevant patient information as required, for example, influenza clinics.

i. Input information into the patients healthcare records as necessary, for example, an ongoing patient query, so that the team can assist in your absence.

j. Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team.

k. Manage all queries as necessary in an efficient manner.

l. Take payment over the counter as appropriate.

m. Maintain a clean, tidy, effective working area at all times.

n. Monitor and maintain the reception area and notice boards.

o. Support all clinical staff with general tasks as requested.

p. Partake in audit as directed by the audit lead.

q. Opening, distributing and scanning internal and external post.

r. Responding to patient and third-party emails and with appropriate consent, attaching requested data in response.

s. Support administrative staff, providing cover during staff absences.

t. Scanning of patient related documentation and attaching scanned documents to patients healthcare records.

u. Complete opening and closing procedures in accordance with the duty rota.

v. Management of prescription requests, ensuring they are processed accurately and efficiently.

w. Completing the opening and closing procedure daily.

x. Assisting patients to sign-up to online services and offering simple troubleshooting advice.

y. 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.

Person Specification

Qualifications

Essential

• Good basic education consisting of 5 or more GCSEs, including English and Maths (Grade C) or equivalent.

Desirable

• AMSPAR Receptionists Qualification
• NVQ Level 2 in Health and Social Care
• Recognised IT Qualification

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Professional and caring approach

Skills

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

Experience

Essential

• Experience of working with the general public

Desirable

• Experience of administrative duties
• Experience of working in a health care setting
• Experience of the EMIS Web clinical system
• Experience of working in a role where confidentiality applies

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

Pinhoe & Broadclyst Medical Practice

Address

Pinhoe Surgery

Pinn Lane

Exeter

EX1 3SY

Employer's website

https://pinhoesurgery.gpsurgery.net/ (Opens in a new tab)