Recalls Administrator

Job description

Job responsibilities

Main Duties and Responsibilities

Duties will include, but are not limited to:

LTC condition recall, creation, searches & booking

Support maximal achievement of QOF, National and Local Enhanced Services and Targets

Conduct the recall of patients with Long Term Conditions or Chronic diseases

Running of month of birth searches. As per calendar for ensuring adequate invitation time ahead of birth month

Run and maintain EMIS searches and protocols for LTC reviews e.g. diabetes, COPD, asthma, hypertension, cervical screening, childhood immunisations and other QOF, IES requirements and population health management.

Build patient cohorts from EMIS and keep recall lists accurate; record outcomes and exception coding in line with guidance.

Generate and send invitations via Accurx, letters and telephone calls; schedule follow ups using an agreed cadence, e.g. 0, 2 and 6 weeks.

Maintain a simple dashboard of uptake, DNAs and outstanding tasks; provide monthly reports to the Practice Manager.

Coordinate admin support for recall clinics, including appointment templates, clinician slots and patient preparation materials.

Ensure the efficient running of the practice computer system, carrying out searches, audits and recalls as required by text, letter or email

Set up and run clinical reports and searches.

Ensure accurate report output.

Interrogate data for audit and data quality purposes.

Work closely with our prescribing team to support medication reviews.

Liaise with necessary teams to add clinics and ensure patients identified and recalled in a timely manner.

Keep computer systems up to date.

Maintain an up-to-date awareness of current policies

Undertake additional duties in Reception where appropriate as requested by Line Manager

Undertake on-going personal development through participation in appraisal and supervision

AccuRx and Floreys

Sending pre appointment questionnaires where necessary

Saving of questionnaires

Diary date system

Creation of new diary date follow up entries from tasks

Running of searches of due & overdue diary date entries

Contacting patients to book due diary date entries

Housekeeping of diary date system

Use of diary date completer

Checking & downloading of ICE results to complete diary dates

Baby immunisations

Ensuring booked Patients are reminded

Contact for overdue imms

Contact DNAs

Online appointments

Booking checking for inappropriate items such as early smears

Flu & Covid programme

Creation of lists. Both text and letter versions

Sending out of invites via text, letter or email

Reception Cover

Provide courteous front of house and telephony support from 8am to 9am during peak call time and/or staff absence.

Book, amend and signpost appointments according to practice protocols and safeguarding guidance.

Handle routine patient queries and escalate complex issues appropriately.

Chase hospital appointments, clinic letters and results, escalate delays or issues to the clinical team.

Assist with completion and tracking of third party reports, e.g. insurance, within policy and timelines.

Assist with completion of shared inboxes and tasks

Support repeat prescription administrative tasks, nonclinical, according to practice protocol

Flexibility

Provide cover for members of the team during episodes of sickness or annual leave. Be prepared to be flexible, and work at other sites. You should be able to respond flexibly and positively to changes in the requirements of this post. This job description is therefore a guide to the level and range of responsibilities the post holder will be expected to undertake initially, and the duties of the post may be altered from time to time to meet the changing demands.

The post holder will be expected to undertake additional duties as the requirements of the post changes. Be prepared to undertake any additional duties as directed by your line manager or senior managers.

Confidentiality:

In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as STRICTLY CONFIDENTIAL.

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

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 recognizes 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 feeling priorities and rights.

Personal /Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment such training to include:

Participation in an annual individual performance review including taking responsibility for maintaining a record of own personal and or professional development.

Taking responsibility for own development learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice and will;

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions either directly or under supervision.

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.

Work effectively with individuals in other agencies to meet patients needs.

Effectively manage own time, workload and resources.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers.

Recognize peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

Apply practice policies standards and guidance

Discuss with other members of the team how the policies standards and guidelines will affect own work.

Participate in audit where appropriate.

Person Specification

Personal Attributes

Essential

• Essential
• Personable and approachable and empathetic
• Sensible and able to use own initiative
• Ability to receive request for information and respond in a timely manner
• Demonstrate honesty and integrity and promotes organisational values
• An ability to maintain confidentiality and trust
• Ability to work under pressure and to tight and often changing deadlines
• Proven team worker with ability to motivate others
• Able to demonstrate flexibility, enthusiasm and commitment
• Ability to work on own initiative and organise workload
• 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.

Desirable

• NA

Experience

Essential

• Essential
• Experience of working with the general public
• Experience in an administration role
• Experience of working in a team
• Excellent oral, written communication and interpersonal skills
• Ability to maintain a positive work environment
• Demonstrable high standards of accuracy and attention to detail
• Strong administrative skills with excellent attention to detail and organisation.
• Clear written and verbal communication, confident and professional telephone manner.
• Ability to prioritise, follow protocols and meet deadlines in a busy environment.
• Proficient IT user with experience of Microsoft Office and willingness to learn clinical systems.
• Understanding of confidentiality, information governance and safeguarding responsibilities.

Desirable

• Experience of working in a healthcare setting
• Experience in primary care administration, reception or medical secretarial work.
• Experience of analysing data and producing basic reports
• Proven problem solving and analytical skills
• Working knowledge of EMIS Web, Accurx, Docman,
• Experience running searches, recalls and basic reporting in EMIS.

Qualifications

Essential

• Essential
• Educated to GCSE Level or Equivalent or have suitable experience

Desirable

• NA

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

Potteries Medical Centre

Address

Potteries Medical Centre

Beverley Drive

Bentilee

Stoke-on-trent

ST2 0JG

Employer's website

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