Patient Services Administrator

Job description

Job responsibilities

Crossley Street Surgery is looking to recruit a part time Patient Services Administrator. You will be required to work between Monday and Friday, 7:30am to 6.30pm.

We at Crossley Street Surgery in Wetherby are offering an excellent opportunity for a reliable and flexible individual to join our very busy reception team.

We are a semi-rural practice, with over 11,800 patients, working from a modern purpose built premises.

We are also a training practice with a wide multidisciplinary team including a PCN pharmacy team, PCN paramedics and an in-house pharmacy.

You will be a team player, willing to learn and looking for a fresh and rewarding challenge. You will receive ongoing personal development and training opportunities in our high achieving and supportive environment.

You will work as part of a team providing a professional and effective telephone service to patients, following business policies and procedures ensuring accuracy at all times.

You will:

• Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors.
• Assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Undertake a variety of administrative duties to assist the wider team.
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

You must work at all times within your own competence and use your own judgement, knowledge and common sense in your day to day activities.

Duties and Responsibilities:

• Maintaining and monitoring the Practice appointment and AccuRx system.
• Proactively seek to develop and maintain knowledge and skill sets required within your role.
• Processing telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
• Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
• Promote, advise and assist patients accessing services via our online portals.

Your skills and experience

• Ability to keep calm and professional in a fast paced environment
• Previous administration or reception experience
• Personable, positive and enthusiastic with a great customer focus
• Efficient with Microsoft Word and Outlook
• Knowledge of SystmOne would be an advantage
• Strong communication and organisation skills

Reception

• Providing excellent customer service at all times
• Receiving and welcoming patients upon arrival at the surgery
• Making appointments for patients via the telephone or face to face
• Handling telephone, electronic and face to face queries from patients
• Handing completed repeat prescriptions to patient and checking names and address.
• Dealing with visit requests
• Maintaining the reception area to a professional standard

Administration

• To have a thorough knowledge of all Practice procedures
• To work in accordance of written protocols
• Filing, faxing and photocopying as requested
• Handle specimens as per Practice protocol
• Provide new patients with the relevant paperwork and make an appointment for a new patient check
• Explain Practice arrangements and requirements for new and temporary patients
• Deal with and action SystmOne tasks and notifications in a timely manner
• Regularly check the Practice email inbox and take the appropriate action

Team working:

• Assist and support your line manager to provide a quality service.
• Provide cover for members of your team during periods of sickness and annual leave.
• Support and facilitate change as requested.
• Undertake additional tasks as required within your general role.
• Understand own role and scope in the organisation and identify how this may develop over time.
• Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.
• Accept delegation from senior staff, prioritise own workload and ensure effective time management strategies are embedded in own practice.
• Participate in team activities that create opportunities to improve customer care.
• 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.

• Delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence of those taking on delegated duties.

Be familiar with and adhere to the practice safeguarding policies, procedures, and guidelines for both children and adults at risk of abuse or neglect. This must be in conjunction with the Multi-agency Safeguarding Children and Safeguarding Adults at risk of abuse or neglect Policy, Protocols, and guidelines.

All employees should undertake mandatory safeguarding children, adults and MCA training (as appropriate to role) including updates and other professional development activities to ensure training compliancy.

Business Responsibilities

• Assist with the gathering of statistics and information when required.
• Undertake specific assigned tasks
• Maintain accurate and complete documentation and records utilising I.T. as appropriate and in accordance with processes and procedures.
• Follow agreed protocols, referring to management for guidance.
• Demonstrate pro-active engagement with the practice population and wider community to promote an uptake of services.
• Maintain the ethos and culture of Crossley Street Surgery, whilst positively promoting the practice.
• Ensure rationalisation of resources.
• To assist in enhanced and extended services to grow the professional offerings of the business.
• Attend in-house governance, educational and staff meetings as appropriate.
• To help plan, develop and support the introduction of new working processes to optimise quality.
• Train staff to attain optimum performance.
• To build and maintain relationships with other healthcare professionals, including GPs, GP surgery personnel, care home personnel, CCG personnel etc.
• Behave in a professional manner at all times

Other:

This job description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with you. Your job title and job description may be amended by the Managing Partner/Practice Manager including any additional duties that may be required. You will need to be flexible in developing the role to provide the best possible care to patients.

Person Specification

Experience

Essential

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting

Desirable

• Experience of working in primary care
• Experience of working in a GP practice

Qualifications

Essential

• Educated to GCSE level or equivalent
• GCSE Mathematics and English (C or above)

Desirable

• AMSPAR Receptionist Qualification
• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• NVQ Level 2 in Health and Social Care

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

Crossley Street Surgery

Address

Crossley Street Surgery

Crossley Street

Wetherby

West Yorkshire

LS22 6RT

Employer's website

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