PCN Admin Assistant

Job responsibilities

Deal with patient requests to book clinical appointments for services offered by BGPA.

Complete EMIS tasks

Deal with patient enquiries, cancellation requests efficiently and swiftly ensuring patient satisfaction.

Maintaining and creating sessions into EMIS & Swiftqueue in accordance with rotas.

Supporting the management of BGPA admin emails

Liaising with GPs and host practices

Providing admin and secretarial support to the services

Participate in service audits as directed by the clinical lead

Providing clerical assistance to the management team as required

Minute taking

Undertaking a wide range of administrative duties which include ensuring information is managed correctly, filed and followed up accordingly

Have full understanding of EMIS, ERS and Rotamaster system

Have working knowledge of all software and hardware, i.e. photocopier, email, patient information system

Dealing with patient queries and booking appointments for patients that call.

Supporting with the management of rotas

Monitor of ERS lists

Any other duties as required by your line manager to support the smooth and effective running of services.

Personal/Professional Development

Participate in an annual individual performance review, including taking responsibility for maintain a record of own personal and/or professional development

Participate in any training programme implemented by the management team

Effectively manage own time, workload and resources

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

Communication

Demonstrate interpersonal skills when dealing with all levels of staff across the BGPA using persuasion, tact and reassurance where necessary.

To deal with all telephone calls related to the services, ensuring callers are communicated with in a sensitive and effective manner and problems are dealt with promptly and efficiently.

Handle confidential patient material in a sensitive and discrete fashion in compliance with BGPA policy and procedure.

To be able to influence, motivate and involve individuals and teams to reach necessary performance target expectations.

Liaise with other departments and members of the BGPA and other organisations to ensure the smooth running of the office and to assisting the functioning of the team.

The post holder is required to follow BGPA policies and procedures which are regularly updated including:

Confidentiality / Data Protection / Freedom of Information

Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person those staff will be liable to dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the BGPAs FOI procedure if they receive a written request for information.

Equal Opportunities

Post holders must at all times fulfil their responsibilities with regard to the BGPAs Equal Opportunities Policy and equality laws.

Health and Safety

All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that the Trusts health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.

Infection Control

All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required by the Trust to reduce HCAIs. All post holders must comply with the BGPA infection screening and immunisation policies as well as be familiar with the Trusts Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy, Personal Protective Equipment Policy, safe procedures for using aseptic techniques and safe disposal of sharps.

Risk Management

All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with the Trusts use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager, or stated by the Trust to be mandatory.

Safeguarding children and vulnerable adults

Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Smoking Policy

It is the Trusts policy to promote health. Smoking, therefore, is actively discouraged. It is illegal within Trust buildings and vehicles.

Review of this Job Description

This job description is intended as an outline of the general areas of activity and will be amended in the light of the changing needs of the organisation. To be reviewed in conjunction with the post holder.

Experience

Essential

• Significant secretarial/administrative experience
• Experience of working with a framework of confidentiality
• Experience of dealing with a range of difficult or challenging situations both on the telephone and in person

Desirable

• Experience of working in an NHS environment, ideally in a GP setting

Skills

Essential

• Good computer literacy skills including knowledge of Word, Excel and Outlook
• Excellent communication skills, both verbal and written
• Good interpersonal skills

Qualifications

Essential

• Good knowledge and use of the English language
• Excellent grammar, spelling and punctuation
• Good standard of education
• Computer literacy skills

Abilities

Essential

• Ability to use databases and prepare spreadsheets.
• Ability to communicate effectively with professionals at all levels
• Ability to work on own initative, without supervision and to prioritise own workload
• Ability to work under pressure in potentially stressful situations
• Ability to work as a team

Other

Essential

• Good organisational and planning skills
• To be flexible and reliable
• Willingness to learn new skills
• Good understanding of confidentiality issues
• To be self-motivated, enthusiastic and have a high standard of personal performance

Desirable

• Good organisational and planning skills
• To be flexible and reliable
• Willingness to learn new skills
• Good understanding of confidentiality issues
• To be self-motivated, enthusiastic and have a high standard of personal performance