Administrator / Care Coordinator

The duties and responsibilities of the successful candidate may include any or all of the items listed which is not exhaustive. Duties may be varied from time to time under the direction of the management team.

Provide administrative support to the practice team.

Summarise and code relevant information into the practice computer system.

Process and manage screening results, ensuring actions are completed and documented appropriately.

Monitor administrative workflows and complete tasks within agreed timescales.

Action clinical correspondence as per instruction.

Working strictly in accordance with the practice summarising protocol and letter management protocol.

Maintain accurate and confidential patient records on clinical system.

Answer the telephone promptly and deal with enquiries in a helpful and courteous manner.

Handle patient enquiries courteously and efficiently, both in person and over the phone.

Maintain confidentiality regarding patients and staff.

Maintain a good working relationship with internal and external stakeholders.

Effectively signpost patients to services appropriate to their needs.

Contribute to the delivery of proactive and patient-centred care.

Take accurate and precise notes during practice meetings.

Organise and schedule appointment diaries.

Work collaboratively with the wider practice team to deliver excellent patient care.

Job title

Administrator/Care Coordinator

Line manager

Zoe Percival Assistant Practice

Manager

Accountable to

Helen King Practice Manager

Hours per week

Up to 30 hours

To provide high-quality

administrative support to the practice, ensuring that patient records are

accurately maintained and clinical information is processed efficiently. The

post holder will undertake a range of administrative duties including clinical coding,

record summarising, processing screening results, managing clinical

correspondence and supporting data quality initiatives.

The role will also include

elements of care coordination, supporting patients to access appropriate

services.

Mission statement

To serve our patients

Generic responsibilities

All staff at Great Lumley Surgery

have a duty to conform to the following:

Equality, Diversity and Inclusion

A good attitude and positive

action towards Equality Diversity & Inclusion (ED&I) creates an

environment where all individuals can achieve their full potential. Creating

such an environment is important for three reasons it improves operational

effectiveness; it is morally the right thing to do, and it is required by law.

Patients and their families have

the right to be treated fairly and be routinely involved in decisions about

their treatment and care. They can expect to be treated with dignity and

respect and will not be discriminated against on any grounds including age,

disability, gender reassignment, marriage and civil partnership, pregnancy and

maternity, race, religion or belief, sex or sexual orientation.

Patients have a responsibility to

treat other patients and our staff with dignity and respect.

Staff have the right to be treated

fairly in recruitment and career progression. Staff can expect to work in an

environment where diversity is valued, and equality of opportunity is promoted.

Staff will not be discriminated against on any grounds including age,

disability, gender reassignment, marriage and civil partnership, pregnancy and

maternity, race, religion or belief, sex or sexual orientation. Staff have a

responsibility to ensure that they treat our patients and their colleagues with

dignity and respect.

Safety, Health, Environment and

Fire (SHEF)

This organisation is committed to

supporting and promoting opportunities for staff to maintain their health,

wellbeing and safety.

The post holder is to manage and

assess risk within the areas of responsibility, ensuring adequate measures are

in place to protect staff and patients and monitor work areas and practices to

ensure they are safe and free from hazards and conform to health, safety and

security legislation, policies, procedures and guidelines.

All personnel have a duty to take

reasonable care of health and safety at work for themselves, their team and

others and to cooperate with employers to ensure compliance with health and

safety requirements.

All personnel are to comply with

The

Health and Safety at Work Act

1974,

Environmental Protection Act 1990,

Environment Act 1995,

Fire Precautions (workplace)

Regulations 1999

Coronavirus Act 2020

Other statutory legislation which

may be brought to the post holders attention.

Confidentiality

The organisation is committed to

maintaining an outstanding confidential service. Patients entrust and permit us

to collect and retain sensitive information relating to their health and other

matters pertaining to their care. They do so in confidence and have a right to

expect all staff will respect their privacy and maintain confidentiality.

It is essential that, if the legal

requirements are to be met and the trust of our patients is to be retained, all

staff must protect patient information and provide a confidential service.

Quality and Continuous Improvement

(CI)

To preserve and improve the

quality of this organisations outputs, all personnel are required to think not

only of what they do but how they achieve it. By continually re-examining our

processes, we will be able to develop and improve the overall effectiveness of

the way we work.

The responsibility for this rests

with everyone working within the organisation to look for opportunities to

improve quality and share good practice and to discuss, highlight and work with

the team to create opportunities to improve patient care.

Great Lumley Surgery continually

strives to improve work processes which deliver healthcare with improved

results across all areas of our service provision. We promote a culture of

continuous improvement where everyone counts, and staff are permitted to make

suggestions and contributions to improve our service delivery and enhance

patient care.

Staff should interpret national

strategies and policies into local implementation strategies that are aligned

to the values and culture of general practice.

All staff are to contribute to

investigations and root cause analyses whilst participating in serious incident

investigations and multidisciplinary case reviews.

Induction

At Great Lumley Surgery, you willl

be required to complete the induction programme and the practice management

team will support you throughout the process.

Learning and development

The effective use of training and

development is fundamental in ensuring that all staff are equipped with the

appropriate skills, knowledge, attitude and competences to perform their role.

All staff will be required to partake in, and complete mandatory training as

directed by Practice Manager. It is an expectation for this post holder to

assess their own learning needs and undertake learning as appropriate

The post holder will undertake

mentorship for team members and disseminate learning and information gained to

other team members to share good practice and inform others about current and

future developments (e.g., courses and conferences).

The post holder will provide an

educational role to patients, carers, families and colleagues in an environment

that facilitates learning.

Collaborative working

All staff are to recognise the

significance of collaborative working and understand their own role and scope

and identify how this may develop over time. Staff are to prioritise their own

workload and ensure effective time-management strategies are embedded within

the culture of the team.

Teamwork is essential in

multidisciplinary environments and the post holder is to work as an effective

and responsible team member, supporting others and exploring the mechanisms to

develop new ways of working and work effectively with others to clearly define

values, direction and policies impacting upon care delivery

Effective communication is

essential, and all staff must ensure they communicate in a manner which enables

the sharing of information in an appropriate manner.

All staff should delegate clearly

and appropriately, adopting the principles of safe practice and assessment of

competence.

Plans and outcomes by which to

measure success should be agreed.

Managing information

All staff should use technology

and appropriate software as an aid to management in the planning,

implementation and monitoring of care and presenting and communicating

information.

Data should be reviewed and

processed using accurate SNOMED/read codes to ensure easy and accurate

information retrieval for monitoring and audit processes.

Service delivery

Staff will be given detailed

information during the induction process regarding policy and procedure.

The post holder must adhere to the

information contained within the organisations policies and regional

directives, ensuring protocols are always adhered to.

Security

The security of the organisation

is the responsibility of all personnel. The post holder must ensure they always

remain vigilant and report any suspicious activity immediately to their line

manager.

Great Lumley Surgery is a friendly, semi-rural GP practice on the outskirts of Chester-Le-Street, providing care too approximately 5200 patients. We currently have three GP Partners (two female and one male), one Salaried GP and a dedicated multidisciplinary practice team.

We are proud to have been a GP training practice for over 25 years, and this is strongly within the ethos of the practice. We are committed to supporting staff at all stages of their careers and fostering an environment where individuals can develop their skills.

At Great Lumley Surgery, teamwork is at the heart of everything we do. We believe in delivering high-quality, patient-centred care through a collaborative approach, with every member of the Primary Health Care Team playing an integral role. We are supportive, motivated and a dedicated team that works together to achieve the best possible outcomes for our patients, while maintaining a positive working environment. A good sense of humour is essential!

We recognise and value the contribution of every team member and encourage staff to take an active role in the development of the practice. We promote an inclusive culture where everyone's ideas and expertise are respected.

Regular team meetings and open communication are held on a wide variety of topics and full participation from all staff is encouraged.

Qualifications

Experience

Personal Qualities