Patient Services Administrator

• To receive, assist and direct patients to the appropriate service or healthcare professional in a courteous, efficient, and effective way
• To undertake a variety of administrative duties to assist in the smooth running of the practice
• To facilitate effective communication between patients, members of the practice team and other associated healthcare agencies.

• To manage the flow of patients arriving at the reception desk, for appointments, prescriptions or queries.
• To ensure all telephone calls are managed appropriately and professionally.
• To ensure that repeat prescriptions are generated accurately and efficiently
• To carry out a full and wide range of electronic and admin tasks appropriate to the role
• Duties maybe varied from time to time under the direction of the Patient Services Team Leader or Management, dependent on current and evolving practice workload and staffing levels.

• I.T literate with a sound knowledge of Microsoft Office and email handling
• Excellent administration skills with relevant work experience within an administration or secretarial team
• An awareness of confidentiality, diversity, and data security requirements
• Excellent verbal and written communication skills
• Good problem-solving skills, with good attention to detail
• Ability to recognise and manage challenging situations in a calm and professional manner.
• Ability to deal with people in distress in a calm and confident manner
• A flexible approach, good team player and good sense of humour

• Greeting and booking in of patients for surgeries and clinics.
• Dealing with patient enquiries efficiently and courteously.
• Process appointment requests
• Dealing with all telephone queries/requests from patients and acting as liaison with the Doctors/Nurses as necessary.
• Receive and sign for deliveries ensuring they are passed to the appropriate person in a timely way, particularly cold chain items
• Advising patients of relevant charges for private services
• Receiving specimens from patients ensuring all their details have been recorded whilst following Health & Safety policy.

• Process appointment and home visit requests from patients ensuring sufficient information is recorded to assist the GP/Nurse
• Dealing with all telephone queries/requests from patients and other healthcare professionals and passing on accurate and precise messages as appropriate
• Signposting patients to the appropriate healthcare professional/service.
• Contacting patients as requested by GPs/nurses
• Communicate with patients via patient record text message

• Checking and processing online, email and paper requests
• Collecting paper requests from the internal prescription mailbox
• Liaising with patients and pharmacies regarding queries and requests
• Ensuring that any queries are highlighted to the relevant GP

• Registering new patients following the Registration Protocol.
• Photocopying of notes and other information (in reception this includes: ensuring enough forms are printed or photocopied: consent forms, appointment card, change of details etc.).
• Changing details on SystmOne i.e., change of address, telephone numbers etc.
• Process queries to and from patients, GPs, and other healthcare staff
• Emailing of documents to patients and other agencies.

• Ensure that all incoming and internal patient correspondence is scanned into the patient record and that relevant information is coded according to practice protocols
• Forward processed documents to the appropriate healthcare professional

• Opening and distribution of practice internal and external post
• Open and process email correspondence

• Ensuring building security/premises at the end of the day and ensure the building is totally secured, internal lights off and alarm activated.

• Provide a secretarial service for GPs including audio typing, processing electronic referrals and dealing with related queries

• Code medical data as appropriate
• Summarise patient records

• Maintain and monitor patient call and recall appointments
• Maintain and monitor chronic disease registers
• Manage and record national screening recalls and results
• Maintain and monitor immunisations call and recall appointments

• Carry out computer searches
• Carry out audits as requested
• Access and process email and online correspondence, queries and request
• Manage bulk patient text messaging / mailing

• Process and deal with queries relating to patient registrations, patients leaving the practice and deaths via SystmOne Links

• Cover for other Admin team members may be required for sickness and annual leave.
• To carry out any other duties agreed between employee and the practice to ensure the smooth running of the practice.

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

• Using personal security systems with the workplace according to practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills
• Keeping own work areas and general/patient areas free from hazards.
• Reporting potential risks identified.

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload, and resources
• Participate in audit where appropriate

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly

Essential

• Experience of working in a fast paced, high volume office environment.
• Experience of working with the general public in either a patient or customer facing role.

Desirable

• Experience in General Practice, within the wider NHS or within Public Services.
• Experience of working with SystmOne or other clinical software.
• Secretarial experience.