Patient Services Administrator

Job summary
We are seeking a enthusiastic Patient Services Administrator to work across our two sites in The Red House Surgery & the Medical Centre based at Anglia Ruskin University. Flexibility is essential to cover shift patterns across our opening hours, which are 08:00 am to 18.30 pm Monday to Friday

This position is part time, working 22 hours per week

Tuesday 14:00 - 18:00
Thursday 08:00 - 18:00
Friday 08:00 - 18:00

We strive to promote a good work life balance and have a lovely working environment. We are looking for a friendly and reliable individual to join our multi-skilled administration team.

Main duties of the job
To be the main point of contact for patients, both via telephone, online and face-to-face. It will be the successful candidates job to direct patients to the most appropriate care and manage patient queries in a positive and helpful way.

The successful candidate will be responsible for:-

• Greeting Patients and visitors
• Answering incoming telephone calls
• Booking, amend and cancelling appointments
• Processing Patient referrals
• Processing repeat prescriptions
• Registering patients
• document management
• coding records,
• liaising with external services
• booking interpreters
• dealing with test results.
• General administration
• In addition, responding to tasks from clinical and non-clinical staff
• liaising with external community services and emergency services
• Reception / admin experience would be advantageous as would previous use of SystmOne although full training will be given.

The ideal candidate will be flexible, friendly, with excellent customer service and IT skills and work well within a team, whilst also able to use their own initiative.

Previous NHS administration experience would be advantageous but full training will be given to the right person with scope for career development.

About us
This is an exciting opportunity to join our friendly, well organised GP Practice in Cambridge. The position is a varied role in a fast paced environment, which would suit a motivated person with a can-do attitude.

We have a strong supportive management team and value our staff greatly. We provide an environment where they know they are appreciated and feel empowered to ensure we are the best we can be.

Excellent training and coaching will be provided. We are looking for the right person to join our team experience in a similar role would be beneficial but not essential.

Job responsibilities
JOB DESCRIPTION
Post Titl: Patient Services Administrator
Responsible to : Practice Manager

Job Summary
Work in a team to provide a reception / administration service to the practice always ensuring a high standard of patient care.

Main Duties and Responsibilities
Patient Care
Dealing with patients, visitors and other health professionals either in person or on the telephone
To administer the appointment booking system
To answer patient enquiries with the support of other practice staff as necessary

Administrative

• To prepare repeat prescriptions in accordance with the practice policies and protocols.
• Scanning of referral letters, medical reports etc directly into patients electronic notes.
• To prepare & process referrals using the e-referral system.
• To undertake all tasks associated with the day-to-day running of the computer system including the links with patient services
• Entering new patient registrations and updating patient information onto the database.
• To undertake all other administrative duties necessary to support the smooth running of the surgery and as directed by the Practice Manager.

Team working

• Develop, apply and disseminate to all reception team own areas of knowledge and expertise
• Continually seek ways of improving procedures and workflows to maximise effectiveness of reception team
• Understanding of requirement of confidentiality at all times
• The practice places great emphasis on team working and aims to foster good relationships throughout the team. All staff are encouraged to attend appropriate staff meetings and take part in other activities important to practice life.

Confidentiality:
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

Health & safety:
The post-holder will implement and lead on a full range of promotion and management their own and others health and safety and infection control as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):

• Using personal security systems within the workplace according to Practice guidelines
• Awareness of national standards of infection control and cleanliness and regulatory / contractual / professional requirements, and good practice guidelines

Equality and diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes 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.

Personal/Professional development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• 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

Quality:
The post-holder will strive to maintain quality within the practice, and will:

• 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

Communication:
The post-holder should recognize the importance of effective communication within the team and will strive to:

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

Contribution to the implementation of services:
The post-holder will:

• Apply practice policies, standards and guidance
• Discuss with other members of the team how the policies, standards and guidelines will affect own work
• Participate in audit where appropriate

Person Specification
Qualifications
Essential

• GCSE grade A to C in English and Maths
• Excellent communication and administration skills are necessary
• Computer Literate

Desirable

• Experience and knowledge of medical terminology
• Previous medical receptionist / administration experience is preferred but not essential as full training and support will be provided.
• Previous experience of working with System One

Experience
Desirable

• Experience and knowledge of medical terminology preferred, but not essential.
• Experience as medical receptionist or administrator preferred, but not essential.

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.

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.