Administrative Secretary

• Point of contact for patients, both in person and via telephone
• Acknowledge patients courteously and ensure they are directed appropriately
• Handle patient enquiries sensitively, efficiently and appropriately, escalating where needed
• Remind patients to book appointments for additional tests required for onward referrals
• Taking payments, providing receipts and documenting payments for private work requests from patients and external organisations

• Scan incoming correspondences received via post
• Import incoming correspondences received via letters email inbox
• Process incoming correspondence (electronic and hard copy)
• Actioning clinical, secretarial and admin scans from NOVA
• Process NOVA returns and uncontracted work letters
• Read code appropriately and accordingly in patient records
• Monitor and action emails received via admin, reports and letters email inboxes in a timely manner
• Monitor and action AccuRx responses from patients
• Process onward routine and 2WW referrals via eRS, email and letter
• Process A&G, prior approval and expedite requests
• Audits (2WW, patient DNAs)
• Compile paperwork for meetings and supervisors to review
• Action, update and/or compete tasks received via SystmOne in a timely manner
• Process SARs and iGPR requests from patients and external organisations (insurance companies, army medical etc)
• Process patient and external organisation non-NHS work requests (reports, GP letters, questionnaires etc)
• Online Access/Proxy Access record review
• Update patient records accurately and in line with practice processes
• Registration and deduction administrative task (pulling/filing notes, summarising, EDI Links, GP2GP Tasks etc)
• Initiate and follow death protocol when notified of a patient death
• Ensure outgoing mail is sent accordingly before post cut off times

• Answer incoming calls promptly and professionally
• Advise and signpost patient appropriately
• Have working knowledge of the telephone system
• Liaise and communicate with patients, other staff and teams, other healthcare services and other external services clearly and effectively
• Transferring calls to appropriate staff or teams

• Support clinical and non-clinical staff with general office duties as required
• Work flexibly across both practice sites to meet service needs
• Support the practice teams during busy periods, including sickness or annual leave cover of work
• Assist in maintaining a safe, tidy, and welcoming work environment
• Any other tasks/duties allocated by managers

• Ensure patient data is recorded and maintained in accordance with GDPR and confidentiality requirements. Always maintaining strict confidentiality of patient information
• Adhere to practice policies, procedures, and NHS guidelines
• Participate in mandatory training and practice meetings

Essential

• Excellent communication and interpersonal skills
• Strong organisational, time management skills
• Strong attention to detail
• Flexibility to work across two sites
• Willingness to undertake training and development
• Commitment to equality, diversity, and patient-centred care

Desirable

• Understanding of safeguarding
• Understanding medical terminology
• Understanding of coding
• GDPR and data protection knowledge
• Knowledge of SystmOne, AccuRx, and ANIMA

Essential

• Strong customer service focus
• Ability to work effectively as part of a team
• Good IT skills, including the use of Microsoft Office
• Ability to manage workload effectively including multitasking in a busy environment

Desirable

• Previous experience working in a GP practice or healthcare setting
• Experience handling confidential information