Job summary
As a Recall Officer, you will play a key role in supporting Islington GP Federation practices to deliver high-quality, patient-centred care.
Main duties of the job
Your main responsibilities will include managing patient recall processes, coordinating appointments, maintaining accurate records on EMIS, and supporting clinical teams in achieving key performance targets such as QOF.
About us
Islington
GP Federation (IGPF) is a growing organisation representing 31 practices; we
have established ourselves as a leader in new ways of working, including
running Islingtons extended access primary care services (I:HUB) as well as
supporting the Islington Primary Care Networks (PCNs). Our current range of
services include the Extended Access Service, I:HUB, Community Ear, Nose and
Throat (ENT), Integrated Community Gynaecology, practice-based pharmacists and
a range of practice support mechanisms.
IGPF
works very closely with a range of partners, including the regional
commissioning group, NHS England, Healthy London Partnership, Public Health,
local hospitals such as UCLH, the Whittington Health and the London Borough of
Islington.
IGPF
is the host organisation for the Primary Care Network (PCN) workforce and the
Islington Training Hub and has been working for over two years to create
training and development programmes that meet the needs of staff working in
primary and community care settings.
IGPF
runs four Islington GP practices, one on a GMS contract, two on APMS contracts
and one on a caretaking contract.
Job description
Job responsibilities
- Support implementation of a standardised recall
process to support IGPF practice teams, including sending invites and
monitoring responses.
- To make targeted telephone calls to support patient
access to appointments and to deliver educational resources when required.
- To arrange appointments when required and to
accurately record essential information on our clinical system (EMIS).
- Maintain accurate and up-to-date patient records
on EMIS, summarising new patient records and coding key clinical information.
- Work with General Practice Teams to remind
patients of booked appointments.
- Support with the follow-up of patient DNA
appointments.
- Collaborate with the nursing, pharmacy, and
management teams to maintain an efficient and patient-centred recall system.
- Support
the project lead with carrying out EMIS searches, audits and recalls as
required.
- Ensure accurate report output.
- Support the project lead with monitoring the
ARDENS dashboard, ensuring targets are met, and actioning any required tasks to
achieve this.
- Provide support for CYP-related processes and
any additional new or evolving processes introduced to enhance service
delivery.
- Engage and work directly with the IGPF practice
teams at various sites across Islington.
- To treat all patients with empathy, respect, and
consideration.
- Support practices in achieving QOF (Quality and
Outcomes Framework) targets by proactively identifying patients due for
reviews, ensuring timely call and recall activity, and maintaining accurate
documentation.
- Applying knowledge of QOF indicators to
prioritise and manage patient recall lists effectively.
- To understand issues around Information
Governance regarding data access rights and to be comfortable navigating this
with patients.
- To make the most appropriate appointment for the
patient.
- Book in, amend and cancel patient appointments
in line with IGPF appointment procedures.
- Provide ad-hoc support to clinicians when requested.
- Work safely at all times in accordance with
legislative requirements and Federation policies and procedures.
Job description
Job responsibilities
- Support implementation of a standardised recall
process to support IGPF practice teams, including sending invites and
monitoring responses.
- To make targeted telephone calls to support patient
access to appointments and to deliver educational resources when required.
- To arrange appointments when required and to
accurately record essential information on our clinical system (EMIS).
- Maintain accurate and up-to-date patient records
on EMIS, summarising new patient records and coding key clinical information.
- Work with General Practice Teams to remind
patients of booked appointments.
- Support with the follow-up of patient DNA
appointments.
- Collaborate with the nursing, pharmacy, and
management teams to maintain an efficient and patient-centred recall system.
- Support
the project lead with carrying out EMIS searches, audits and recalls as
required.
- Ensure accurate report output.
- Support the project lead with monitoring the
ARDENS dashboard, ensuring targets are met, and actioning any required tasks to
achieve this.
- Provide support for CYP-related processes and
any additional new or evolving processes introduced to enhance service
delivery.
- Engage and work directly with the IGPF practice
teams at various sites across Islington.
- To treat all patients with empathy, respect, and
consideration.
- Support practices in achieving QOF (Quality and
Outcomes Framework) targets by proactively identifying patients due for
reviews, ensuring timely call and recall activity, and maintaining accurate
documentation.
- Applying knowledge of QOF indicators to
prioritise and manage patient recall lists effectively.
- To understand issues around Information
Governance regarding data access rights and to be comfortable navigating this
with patients.
- To make the most appropriate appointment for the
patient.
- Book in, amend and cancel patient appointments
in line with IGPF appointment procedures.
- Provide ad-hoc support to clinicians when requested.
- Work safely at all times in accordance with
legislative requirements and Federation policies and procedures.
Person Specification
Skills
Essential
- Able to use own initiative when dealing with problems to make reasonable and necessary decisions.
- Able to establish and maintain effective lines of communication.
- Able to maintain a clear, warm and professional telephone manner at all times.
- Excellent interpersonal and communication skills.
- Proficient in the use of MS Office (Word, Powerpoint, Outlook, Excel).
Experience
Essential
- Experience in using EMIS and Accurx.
- Experience in working with the general public.
- Experience in an administrative role.
- Experience in call and recall.
- Experience in analysing data and producing basic reports.
- Experience in GP Practice or Outpatient Reception.
Desirable
- Knowledge of QOF Indicators.
Qualifications
Essential
Person Specification
Skills
Essential
- Able to use own initiative when dealing with problems to make reasonable and necessary decisions.
- Able to establish and maintain effective lines of communication.
- Able to maintain a clear, warm and professional telephone manner at all times.
- Excellent interpersonal and communication skills.
- Proficient in the use of MS Office (Word, Powerpoint, Outlook, Excel).
Experience
Essential
- Experience in using EMIS and Accurx.
- Experience in working with the general public.
- Experience in an administrative role.
- Experience in call and recall.
- Experience in analysing data and producing basic reports.
- Experience in GP Practice or Outpatient Reception.
Desirable
- Knowledge of QOF Indicators.
Qualifications
Essential
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.
