Senior Practice co-ordinator

Job responsibilities

Main Duties and Responsibilities

Co-ordinate patient attendance at specific annual reviews (SMI, LD etc..)

Support key public health campaigns i.e annual flu vaccination, Covid vaccination etc..

Ensure the smooth arrival and exit of patient records

General

The post holder will

Provide operational leadership for a PCS Group General Practice, to assist service users with access to appropriate health care and holistic support.

Manage and coordinate the administrative processes of registering and dersgistering new patients.

Create strong links and working relationships with local voluntary and community sector organisations to enable patients to access services.

Support patients through their practice journey.

Manage clinical and non-clinical rotas to ensure an adequate level of staffing for planned and surge demand.

Work on the reception desk when required to provide leadership to the team and support patients in challenging situations to provide solutions.

Provide training to the team to ensure patients are navigated through the practice correctly.

Analyse, interpret and accurately report service activity both internally and externally.

Continually assess the effectiveness of processes and procedures reporting back to Support Manager, Ops Managers

Reviewing, prioritising and redistributing work where appropriate.

Deputising for the Support Manager when required.

Monitor progress and chase against identified actions that are required, following on from meetings and delegated duties.

Promote effective communication, team working and opportunities for sharing best practice within the team.

To provide high level, professional and confidential administrative support as part of an

administrative team.

Work with the Support Manager to develop, innovate and make efficient standard ways of working.

Continually assess the effectiveness of processes and procedures reporting back to Support Manager.

Offer directional support to the administration team ensuring that administration, facilities and reception work together to provide a high quality service.

Monitor work steams for high quality workflow and productivity of direct reports, and adherence to agreed ways of working, providing appropriate management information as required

Provide administrative support as required to the senior team where appropriate monitoring work list and tasks to ensure all work is completed in a timely manner.

Identify training and development areas, sourcing training solutions and working with the Support Manager to deliver.

Using excellent communication, persuasion, and negotiation skills to receive and communicate complex and sensitive information from and to a range of stakeholders across organisations using telephone, e-mail and face to face. This will include regularly receiving requests and demands from persons both external

and internal to PCS such as Directors, Managers, GP practices, secretaries and patients.

Monitor services KPIs in line with agreed contracts, policies. procedures.

To apply knowledge of administrative systems and procedures to problem solve and where necessary develop alternative or additional systems that support quality delivery of services.

Provide administrative support as required, to internal meetings and other formal meetings in the form of notes and or action points.

Escalate, direct specific issues to key individuals within the wider PCS team as required, using knowledge of roles and responsibilities within the members of the services.

Assist in managing processes by providing information and analysis as appropriate.

This job description should not be regarded as definitive. It is intended to provide the

post-holder with a broad outline of their function. The post-holder may be required to

undertake any other duties reasonably falling within the grade of this post.

General Responsibilities

When required, act flexibly within your role, which may include extended working days and working on alternate sites. This will be in consultation with your line manager and PCS policies.

The post holder will be managed by the Support Manager but will be expected to act independently exercising sound judgement to support others in the team.

The post holder will act autonomously in areas of work seeking advice when necessary.

The post holder will have regular 1-1s with line mangers to support ongoing development and review performance.

Flexibility and People Skills

Essential

• Ability to plan own day to day work
• Ability to use own skill and judgement to select the most appropriate action from a range of alternative approaches
• Able to sustain meticulous attention to accuracy and detail

Other Requirements

Essential

• Flexible with regard
• to working hours

Experience

Essential

• Experience of administrative systems
• Experience of dealing with sensitive
• information
• An understanding of how to analyse data to
• identify discrepancies
• Experience of working as part of a team
• Awareness of and ability to operate
• within data protection and confidentiality requirements

Desirable

• Experience of
• working in the NHS
• or a healthcare
• provider setting
• Ability to take
• meeting minutes
• Ability to work in a
• fast, evolving
• organisation

Skills/Abilities

Essential

• Good working knowledge of
• Microsoft Office,
• including Excel,
• Outlook and Word
• Good level of verbal
• and written
• communication
• Good interpersonal
• and listening skills

Desirable

• Use of patient administration
• systems
• Use of SystmOne/
• EMIS Web

Qualifications

Essential

• 5 GCSEs Grade A-C (5-9 or equivalent) including English.
• Level 3 leadership or management qualification, NVQ 3 Business Admin or equivalent work experience.
• Evidence of continual professional development.
• Knowledge and understanding of the need for different communication methods with some patients with learning disabilities and/or Serious mental illness.
• Leadership and resource management skills, including how to prioritise work and support others.
• Experience of directing colleagues.
• Sound working knowledge of microsoft packages including excel.
• Experience of dealing with sensitive information and its constraints.
• An understanding of how to analyse information to identify discrepancies to both manage staff and make suggestions to improve services.
• Ability to plan for and keep track of multiple projects and deadlines across several workstreams, including setting and reviewing deadlines and reporting shortfalls.
• Clear understanding of data protection and confidentiality requirements.
• Ability to move from one job to another with ease, without losing track of other deadlines.
• Able to work without ongoing direction.
• Strong problem solving, critical thinking, coaching, interpersonal, and verbal and written communication skills.

Desirable

• Systmone qualification.
• Experience of working in a healthcare system.
• Understanding of Systmone, Ardens and report writing in the module.

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).