Job summary
Are you looking to contribute your skills in a dynamic and
supportive environment? A fantastic opportunity to join our Service Support Team
and be a part of the overall vision of Coventry & Rugby GP Alliance has
become available, and we are currently seeking a driven and dedicated
individual to fill the role of Service Support Centre Administrator.
In this position, you will support us with achieving our
goals, while also contributing to the overall success of our organisation.
The post holder will be required to provide full and
comprehensive administrative support to the overall Services Support Centre and
more specifically, the Services Support Centre Team Leaders, Head of Clinical
Patient Services, as well as other colleagues and health professionals across the
organisation.
If you're excited by the prospect of tackling new
challenges, collaborating with a dynamic team, and helping shape the future of
our organisation, we would love to hear from you! Apply today and take the
first step toward an exciting new chapter in your career.
Main duties of the job
Provide high-quality
administrative support across a number of services within Coventry and Rugby GP
Alliance.
Handle queries from GP
practices, other healthcare providers, healthcare professionals, patients and
members of the public in a professional and courteous manner, resolving any
issues, providing feedback and communicating effectively.
Deal with difficult callers,
handling any objection and feedbacks.
Deal with general enquiries
at Electric Wharf and direct to the relevant team member by answering calls
made to the main line.
Assisting with postal
services (e.g. using the franking machine, attending the post office and on
occasion, delivering packs to patients homes).
Monitor and action emails
received into the shared mailboxes within the Services Support Centre.
Monitor messages and calls
received into the Services Support Centre shared admin phones.
Build good working
relationships with internal and external stakeholders.
Assist with the recruitment
of new staff members (e.g. GPs wishing to join a service, arranging
inductions, setting up new users etc.)
Ensure that shifts are
advertised (e.g. using Lantum) for staff members to apply to within a timely
manner.
Ensure that applications for
shifts are accepted and actioned within a timely manner.
Set up clinics on clinical
systems (EMIS) and update clinical systems and booking systems in the event of
any staffing changes.
About us
The
Coventry and Rugby GP Alliance is a private company limited by shares, wholly
owned by local Coventry and Rugby GP practices. As a GP led organisation, we
represent 50 GP practice shareholders and cover nearly 420,000 patients.
We describe
our work in terms of Supporting, Innovating, Developing and Educating - we
are on the S.I.D.E. of general practice and we have developed our Operational
Plans to describe what we are going to do over this year to ensure that we
continue to high quality, accessible and responsive services for both
practices and patients.
We take pride in offering a robust range of benefits to
support our employees, including:
- Annual Leave: Enjoy 27 days of annual
leave for full-time employees, in addition to bank holidays.
- Pension Scheme: Access to the NHS pension
scheme to secure your financial future.
- Blue Light Discounts: Take advantage of
exclusive discounts available for our staff. After probation you can make a
expense claim for the price of your blue light discount card and receive full
reimbursement
- Employee Assistance Network: Access support
through our employee advice network for personal and professional challenges
365 days a year 24/7
- Internal Awards: We recognise and celebrate the
achievements of our staff through internal awards.
- Exclusive Discounts: Benefit from a variety of
discounts that enhance your overall employee experience.
We are committed to creating a supportive and rewarding work
environment for all our employees.
Job description
Job responsibilities
Provide high-quality
administrative support across a number of services within Coventry and Rugby GP
Alliance.
Handle queries from GP
practices, other healthcare providers, healthcare professionals, patients and
members of the public in a professional and courteous manner, resolving any
issues, providing feedback and communicating effectively.
Deal with difficult callers,
handling any objection and feedbacks.
Deal with general enquiries
at Electric Wharf and direct to the relevant team member by answering calls
made to the main line.
Assisting with postal
services (e.g. using the franking machine, attending the post office and on
occasion, delivering packs to patients homes).
Monitor and action emails
received into the shared mailboxes within the Services Support Centre.
Monitor messages and calls
received into the Services Support Centre shared admin phones.
Build good working
relationships with internal and external stakeholders.
Assist with the recruitment
of new staff members (e.g. GPs wishing to join a service, arranging
inductions, setting up new users etc.)
Ensure that shifts are
advertised (e.g. using Lantum) for staff members to apply to within a timely
manner.
Ensure that applications for
shifts are accepted and actioned within a timely manner.
Set up clinics on clinical
systems (EMIS) and update clinical systems and booking systems in the event of
any staffing changes.
Book and amend patient
appointments/training sessions using clinical systems (EMIS) in a timely
manner.
Check patient consultations
(EMIS) to ensure that requested actions are forwarded to the relevant GP
Surgery as required.
Ensure that all patient and
service-related records are kept up to date (e.g. patient logs, service logs)
with accurate information.
Check patient appointments
(EMIS) to ensure that any appointments booked / referrals received are
appropriate for the clinician and the service.
Ensuring that patient
feedback is requested, in order to help review and evidence the performance of
the services.
Register patients within clinical systems.
Support and train non-clinical staff on clinical systems (e.g., EMIS) as
an when required.
Attend any training sessions relating to the role (e.g., on Lantum, EMIS)
and provide training to colleagues where possible.
Attend all Service Support Centre team meetings, CRGPA staff briefings
and any other meetings relevant to the role.
Undertake regular stock checks and will be responsible for reordering /
replenishing stock as and when required.
Identify faults, delays and
gaps in processes, ensuring learning is put in place to mitigate any future issues.
Deal with any issues that arise from the shift debriefs, problem-solving
and escalating to the team leader/manager if necessary.
Maintain an excellent knowledge of, and adherence to, the operational
procedures and policies.
Comply with
CRGPAs code of conduct and always maintain professionalism.
Raise and report incidents, complaints and risks as appropriate and
provide guidance to other staff members when an incident needs to be reported.
Ensure all tasks, notifications, emails and phone messages are dealt with
and responded to in a timely manner.
Ensure good communication with all stakeholders.
Ensure compliance with the General Data Protection Regulation (GDPR) and
maintain confidentiality.
Ensure that CRGPA is a safe and secure environment to work in (e.g., by
ensuring that the Head Quarters are locked and alarmed at the end of each day.
Be willing to undertake a range of different shifts throughout the week,
between 8am 8pm Monday Sunday in order to meet the needs of the business.
Job description
Job responsibilities
Provide high-quality
administrative support across a number of services within Coventry and Rugby GP
Alliance.
Handle queries from GP
practices, other healthcare providers, healthcare professionals, patients and
members of the public in a professional and courteous manner, resolving any
issues, providing feedback and communicating effectively.
Deal with difficult callers,
handling any objection and feedbacks.
Deal with general enquiries
at Electric Wharf and direct to the relevant team member by answering calls
made to the main line.
Assisting with postal
services (e.g. using the franking machine, attending the post office and on
occasion, delivering packs to patients homes).
Monitor and action emails
received into the shared mailboxes within the Services Support Centre.
Monitor messages and calls
received into the Services Support Centre shared admin phones.
Build good working
relationships with internal and external stakeholders.
Assist with the recruitment
of new staff members (e.g. GPs wishing to join a service, arranging
inductions, setting up new users etc.)
Ensure that shifts are
advertised (e.g. using Lantum) for staff members to apply to within a timely
manner.
Ensure that applications for
shifts are accepted and actioned within a timely manner.
Set up clinics on clinical
systems (EMIS) and update clinical systems and booking systems in the event of
any staffing changes.
Book and amend patient
appointments/training sessions using clinical systems (EMIS) in a timely
manner.
Check patient consultations
(EMIS) to ensure that requested actions are forwarded to the relevant GP
Surgery as required.
Ensure that all patient and
service-related records are kept up to date (e.g. patient logs, service logs)
with accurate information.
Check patient appointments
(EMIS) to ensure that any appointments booked / referrals received are
appropriate for the clinician and the service.
Ensuring that patient
feedback is requested, in order to help review and evidence the performance of
the services.
Register patients within clinical systems.
Support and train non-clinical staff on clinical systems (e.g., EMIS) as
an when required.
Attend any training sessions relating to the role (e.g., on Lantum, EMIS)
and provide training to colleagues where possible.
Attend all Service Support Centre team meetings, CRGPA staff briefings
and any other meetings relevant to the role.
Undertake regular stock checks and will be responsible for reordering /
replenishing stock as and when required.
Identify faults, delays and
gaps in processes, ensuring learning is put in place to mitigate any future issues.
Deal with any issues that arise from the shift debriefs, problem-solving
and escalating to the team leader/manager if necessary.
Maintain an excellent knowledge of, and adherence to, the operational
procedures and policies.
Comply with
CRGPAs code of conduct and always maintain professionalism.
Raise and report incidents, complaints and risks as appropriate and
provide guidance to other staff members when an incident needs to be reported.
Ensure all tasks, notifications, emails and phone messages are dealt with
and responded to in a timely manner.
Ensure good communication with all stakeholders.
Ensure compliance with the General Data Protection Regulation (GDPR) and
maintain confidentiality.
Ensure that CRGPA is a safe and secure environment to work in (e.g., by
ensuring that the Head Quarters are locked and alarmed at the end of each day.
Be willing to undertake a range of different shifts throughout the week,
between 8am 8pm Monday Sunday in order to meet the needs of the business.
Person Specification
Experience
Essential
- Experience of providing comprehensive administrative support
- Excellent attention to detail and level of accuracy in all aspects of administration.
- Experience of working in the healthcare sector as an administrator.
- Experience of dealing with general enquiries from a range of stakeholders.
- Experience of working within policies, procedures, and guidelines
- Experience of working within a team and independently
Desirable
- Experience of dealing with governance processes is desirable
- Experience of DATIX is desirable
- Previous experience of clinical systems (EMIS) is desirable
Qualifications
Essential
- Educated to GCSE level or equivalent
- NVQ or equivalent experience in Administration
- Microsoft Excel skills to basic or intermediate
- Microsoft Word processing skills to intermediate or advanced level
Desirable
- Minute Taking training is desirable
Person Specification
Experience
Essential
- Experience of providing comprehensive administrative support
- Excellent attention to detail and level of accuracy in all aspects of administration.
- Experience of working in the healthcare sector as an administrator.
- Experience of dealing with general enquiries from a range of stakeholders.
- Experience of working within policies, procedures, and guidelines
- Experience of working within a team and independently
Desirable
- Experience of dealing with governance processes is desirable
- Experience of DATIX is desirable
- Previous experience of clinical systems (EMIS) is desirable
Qualifications
Essential
- Educated to GCSE level or equivalent
- NVQ or equivalent experience in Administration
- Microsoft Excel skills to basic or intermediate
- Microsoft Word processing skills to intermediate or advanced level
Desirable
- Minute Taking training is desirable
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.
