Job responsibilities
Job Title: Admin SupportSchedule: Monday to Sunday (Flexible to work any Day or Evening Shifts)Work Location: On-site
[This is an on-site role, so applicants must be based in Harrow/Wembley/Kingsbury/Willesden/Neasden or able to reliably commute]Working Hours: As per the business requirement (Morning or Evening shift/timing)Reports: Project ManagerJob Overview: Offer general assistance to the team and company projects with a positiveand friendly image to patients and other visitors, either in person or via thetelephone. Receive, assist and direct patients in accessing the appropriate service orhealthcare professional in a courteous, efficient and effective way. Undertake a variety of administrative duties to assist in the smooth runningof the Clinics including the provision of support to clinical staff. Facilitate effective communication between patients, Practice, SecondaryCare, and other associated healthcare agencies. Specific Requirement for Previous Experience:
Essential:
- Experience in a Customer Service Role in Healthcare
- Administrative Experience
- Telephone Handling
- Ability to Work Independently
- Proficiency in using Microsoft Office (Word, Excel, Outlook)
Desirable:
- Experience in a General Practice
- Experience in a Medical Receptionist Role
- Patient Interaction
- Medical Records Management
- EMIS Experience
- Multilingual Skills
- First Aid or Basic Life Support Training
- Handling Clinical Waste
Duties and Responsibilities:The duties and responsibilities to be undertaken by members of theadministration team may include any or all the items in the following list.Duties may be varied from time to time under the direction of the ProjectManager, dependent on current and evolving workload and staffing levels: Opening up/locking up of Site premises (where applicable) and maintainingsecurity in accordance with Site Protocols. Maintaining and monitoring the appointments system. Calling patients and booking appointments. Processing telephone requests for appointments, ensuring callers aredirected to the appropriate healthcare professional. Updating patient records, recording information in accordance projectguidelines. Taking messages and passing on information. Initiating contact with and responding to requests from patients, otherteam members and associated healthcare agencies and providers. Clearing and re-stock consulting rooms as required on Hub sites. Dealing with clinical waste. Keeping the work area, noticeboards free from obstructions and clutter. Participate in team meetings and contribute to process improvementinitiatives. Monitor the effectiveness of the appointment system and report anyproblems or variations to the lead/Project Manager. Work closely with other staff members to ensure smooth operations. Participate in various pilot initiatives as requested. Provide exceptional service to patients and external contacts, addressingtheir needs and concerns promptly. Maintain a calm and helpful demeanour, especially in high pressuresituation. Any other ad-hoc duties that may be allocated.
Management of medical records: Registering patients on Emis community. Schedule reschedule and cancel patient appointments ensuring efficientuse of time and resources. Answer and direct incoming telephone calls from patients, GP practices,and outside agencies in a professional and courteous manner. Respond to enquiries, take messages, and ensure timely communicationof information to the appropriate personnel. Maintain accurate and up-to-date patient records, including personaldetails, appointment history and medical information as required. Create and send Discharge Summaries and other investigationforms/referral electronically to GP Practices. Contribute in conducting audits.Confidentiality: Safeguard patient information, whether in verbal discussions, electronicrecords, or any other form of communication. All information relating topatients & their carer is to be regarded as strictly confidential. Comply with data protection regulations at all times. Information relating to colleagues, other healthcare workers or thebusiness of the organisation may only be divulged to an authorisedpersons in accordance with the organizational policies and proceduresrelating to confidentiality and the protection of personal and sensitive data.Health & Safety:The post-holder will assist in promoting and maintaining their own and ofothers health, safety and security as defined in the K&W Health & SafetyPolicy, to include: Using personal security systems within the workplace according toorganisational guidelines. Identifying the risks involved in work activities and undertaking suchactivities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas ina tidy and safe way and free from hazards. Reporting potential risks identified.Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients,careers and colleagues, including: Acting in a way that recognizes the importance of peoples rights,interpreting them in a way that is consistent with organisationalprocedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, careers andcolleagues.
Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:
The post-holder will participate in any training program implemented by theorganisation, as part of this employment, such training to include: Participation in an annual individual performance review, including takingresponsibility for maintaining a record of own personal and/orprofessional development. Taking responsibility for own development, learning and performance anddemonstrating skills and activities to others who are undertaking similarwork. Quality:The post-holder will strive to maintain quality within the organisation, andwill: Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, eitherdirectly or under supervision. Contribute to the effectiveness of the team by reflecting on own and teamactivities and making suggestions on ways to improve and enhance theteams performance. Work effectively with individuals in other agencies to meet patients' needs. Effectively manage own time, workload and resources.Communication: The post-holder should recognize the importance of effective communicationwithin the team and will strive to: Communicate effectively with other team members. Communicate effectively with patients and careers. Recognize peoples needs for alternative methods of communication andrespond accordingly.Contribution to the Implementation of Services:The post-holder will: Apply K&W policies, standards and guidance. Discuss with other members of the team how the policies, standards andguidelines will affect their own work. Participate in audit where appropriate. Participate in the wider clinical community on behalf of K&W as required.Infection Control:
The post holder will undertake infection control training and update thisperiodically as required. The post holder will take part in all infection control measures within theorganisation following current procedures and protocols.