Job summary
The
main purpose of this role is to provide efficient, courteous and responsive
administrative support to the practice catering to the diverse needs of
patients and supporting others where necessary.
Main duties of the job
This role will undertake a wide range of administrative duties incl
Dealing with extensive patient and clinician queries by email, via the website dashboard, within the clinical system and by telephone
Ensuring urgent matters are dealt with quickly
Reviewing and actioning all document management processes
Creating referrals from dictation and making electronic referrals and dealing with queries
Completing and processing forms and reports
About us
Wallington
Family Practice currently provides general medical services to a population of
approximately 16500 patients. It has 9
GPs, 2 Physician Associates, 2 Pharmacists, 4 Practice
Nurses, 1 HCA and an extensive team of admin and reception staff.
Wallington Family is a large proactive teaching practice in a purpose built health centre close to Wallington town centre. It is part of the Wallington Primary Care Network working collaboratively with local general practice colleagues.
Job description
Job responsibilities
MAIN
DUTIES AND RESPONSIBILITIES
To be
able to work under pressure and have the ability to prioritise work to tight
deadlines with good attention to detail.
To be
able to work independently as well as part of a team.
To be
IT literate with a working knowledge of Microsoft Office.
To
have a willingness to undertake training on EMIS, Docman, and Lexacom along
with any other training deemed necessary.
To
assist the GPs and other clinicians in the provision of a high quality service.
To
deal with patient and clinician queries relating to patient care, treatment and
referrals and highlight any issues as appropriate.
To
manage and respond to the practice website dashboard contacts, responding
directly, re-assigning appropriately, following up via the clinical system or
obtaining further information as necessary
To
investigate enquiries, collate and ensure patient information is sent securely,
if appropriate, to follow data protection protocol.
To
speedily action Safeguarding requests for information and ensure these are
prioritised and dealt with in the allocated timeframe.
To
review and respond to items in the generic mailbox, moving specific items to
other folders for attention by others and addressing those relevant to the
general role in suitable timescales
To
oversee and action items in the electronic referral worklist (ERS) and ensuring
this is kept up to date.
To
create referrals dictated using Lexacom and also other referrals using forms, complete
reports, and other documents.
To
send referrals electronically using the eRS system or via other directed routes
where appropriate. To scan documents to
EMIS as required.
To
check lab results, reallocating as needed and responding to unmatched
items. To ensure urgent lab results are
addressed as soon as possible.
To
respond to tasks including patient notes issued by those within the practice
and externally including the extended access hub, responding to urgent tasks
within suitable timescales. To complete
tasks sent via Docman.
Taking
calls in a professional manner from patients and elsewhere, responding to
queries and updating records as appropriate.
Taking
calls from 111 and the emergency services.
Making
calls to the emergency services.
Completing or responding to requests for
form completion
Following
protocols for advising of deaths.
Responding to internal system emails and
screen messages
Retrieval
and filing of patient notes as needed
Entering
patient data onto the clinical system and updating Data Sharing register when
sharing patient data with a third party.
To
book patient transport as necessary.
To
participate in practice meetings and team meetings and take minutes of the
meetings.
To
keep the office working areas clear and tidy and suitable for other users at
all times
To
undertake other duties as may from time to time be asked and consistent with
the post and where capacity permits
To be
a key member of the Admin team and to establish close working relationships
with all members of staff.
Please refer to the full job description availableincl person spec
Job description
Job responsibilities
MAIN
DUTIES AND RESPONSIBILITIES
To be
able to work under pressure and have the ability to prioritise work to tight
deadlines with good attention to detail.
To be
able to work independently as well as part of a team.
To be
IT literate with a working knowledge of Microsoft Office.
To
have a willingness to undertake training on EMIS, Docman, and Lexacom along
with any other training deemed necessary.
To
assist the GPs and other clinicians in the provision of a high quality service.
To
deal with patient and clinician queries relating to patient care, treatment and
referrals and highlight any issues as appropriate.
To
manage and respond to the practice website dashboard contacts, responding
directly, re-assigning appropriately, following up via the clinical system or
obtaining further information as necessary
To
investigate enquiries, collate and ensure patient information is sent securely,
if appropriate, to follow data protection protocol.
To
speedily action Safeguarding requests for information and ensure these are
prioritised and dealt with in the allocated timeframe.
To
review and respond to items in the generic mailbox, moving specific items to
other folders for attention by others and addressing those relevant to the
general role in suitable timescales
To
oversee and action items in the electronic referral worklist (ERS) and ensuring
this is kept up to date.
To
create referrals dictated using Lexacom and also other referrals using forms, complete
reports, and other documents.
To
send referrals electronically using the eRS system or via other directed routes
where appropriate. To scan documents to
EMIS as required.
To
check lab results, reallocating as needed and responding to unmatched
items. To ensure urgent lab results are
addressed as soon as possible.
To
respond to tasks including patient notes issued by those within the practice
and externally including the extended access hub, responding to urgent tasks
within suitable timescales. To complete
tasks sent via Docman.
Taking
calls in a professional manner from patients and elsewhere, responding to
queries and updating records as appropriate.
Taking
calls from 111 and the emergency services.
Making
calls to the emergency services.
Completing or responding to requests for
form completion
Following
protocols for advising of deaths.
Responding to internal system emails and
screen messages
Retrieval
and filing of patient notes as needed
Entering
patient data onto the clinical system and updating Data Sharing register when
sharing patient data with a third party.
To
book patient transport as necessary.
To
participate in practice meetings and team meetings and take minutes of the
meetings.
To
keep the office working areas clear and tidy and suitable for other users at
all times
To
undertake other duties as may from time to time be asked and consistent with
the post and where capacity permits
To be
a key member of the Admin team and to establish close working relationships
with all members of staff.
Please refer to the full job description availableincl person spec
Person Specification
Qualifications
Essential
- GCSE Maths and English at grade C or subsequent equivalent
Experience
Essential
- Experience of a front line, customer facing position or varied administrative role with suitable transferable skills
- Experience of working to set guidelines, protocols and procedures
- Good team working skills and experience
Desirable
- Experience of working in the NHS/general practice
- Experience of working in a multi-disciplinary team
Skills and attributes
Essential
- Excellent communication skills and telephone manner
- Ability to work in a busy environment and to prioritise and complete a broad range of tasks effectively and efficiently and to tight deadlines
- Ability to organise, motivate and support colleagues incl new starters
- Ability to listen and empathise
- Ability to learn new software and systems and cascade learning to others
- Good working knowledge of Microsoft office applications
- Experience of using Microsoft office applications and good keyboard skills
Desirable
- Experience of using EMIS web clinical system
- Experience of scanning and document management systems
- Experience of using Lexacom dictation system or similar
Other
Essential
- Able to use own judgment and resourcefulness
- Good time management skills
- Adaptable and flexible to a changing environment
- Diplomatic and calm in stressful situations
- Confident and assertive
- Reliable and trustworthy
- Flexibility of working hours and able to respond to the needs of the business sometimes at short notice to cover for absent colleagues
- Neat tidy and presentable to the public
- Ability and willingness to undertake training
Desirable
- Proactive and organisation centric
- Risk adverse
- Discreet
- Patient
Person Specification
Qualifications
Essential
- GCSE Maths and English at grade C or subsequent equivalent
Experience
Essential
- Experience of a front line, customer facing position or varied administrative role with suitable transferable skills
- Experience of working to set guidelines, protocols and procedures
- Good team working skills and experience
Desirable
- Experience of working in the NHS/general practice
- Experience of working in a multi-disciplinary team
Skills and attributes
Essential
- Excellent communication skills and telephone manner
- Ability to work in a busy environment and to prioritise and complete a broad range of tasks effectively and efficiently and to tight deadlines
- Ability to organise, motivate and support colleagues incl new starters
- Ability to listen and empathise
- Ability to learn new software and systems and cascade learning to others
- Good working knowledge of Microsoft office applications
- Experience of using Microsoft office applications and good keyboard skills
Desirable
- Experience of using EMIS web clinical system
- Experience of scanning and document management systems
- Experience of using Lexacom dictation system or similar
Other
Essential
- Able to use own judgment and resourcefulness
- Good time management skills
- Adaptable and flexible to a changing environment
- Diplomatic and calm in stressful situations
- Confident and assertive
- Reliable and trustworthy
- Flexibility of working hours and able to respond to the needs of the business sometimes at short notice to cover for absent colleagues
- Neat tidy and presentable to the public
- Ability and willingness to undertake training
Desirable
- Proactive and organisation centric
- Risk adverse
- Discreet
- Patient
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.