Clinical Administrator

Job description

Job responsibilities

CLINICAL ADMINISTRATOR JOB DESCRIPTION

Job Summary:

The post holder plays an integral role in providing support to the smooth running and efficiency of the Practice. The role has an important interface with patients and their families as well as the clinical and non-clinical members of the team.

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance and administration support to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Main duties and Job Responsibilities:

• To be a flexible and supportive member of the Clinical Administration Team
• To maintain strict confidentiality of data at all times
• Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Process requests for home visits according to practice protocols, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
• To work with the clinical team to include (but not limited to) assist in producing Care Plans, administration for clinics, Primary Care Network related clinical administration, Drug and Safety Monitoring and associated actions.
• Process data on clinical administration systems such as SystmOne, Open Exeter/Immform etc. as required
• To assist the secretarial team in Referral Management System and liaising with hospitals and consultant secretary. To be able to access the letters from various hospitals and other services at doctor request.
• Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
• Advise patients about online services and support and promote registration for online access.
• Enter patient information on to the computer as required.
• Patient notes and correspondence:

v Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to

v Ensure correspondence, reports, results etc are filed promptly and in the correct records, (electronic and/or paper records)ensuring that all recent correspondence is available when patients are seen.

v Ensure records are kept in good repair with all necessary information on the outside cover clearly visible.

• To understand the CQC requirements and collate and support the evidence necessary for this as required.
• Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
• Premises:

v Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.

v When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.

• Ensure that all new patients are registered onto the computer system promptly and accurately
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager and to be flexible as new items come along in the changing NHS.

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 assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

• Using personal security systems within 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
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
• Reporting potential risks identified.
• Keeping own/team work area, general and patient areas generally clean and tidy, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role
• Undertaking periodic health & safety and infection control training (minimum annually)
• Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults

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
• Contribute with integrity to team work focused on improving quality within the practice

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
• Recognise 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.

This job description is only a guideline and should be regarded as such. It is not definitive or restrictive in any way and will be reviewed periodically as the practice develops. The practice will provide training and support as required and identified in annual appraisals/ performance reviews/changes to technology.

Person Specification

Qualifications

Essential

• Good Standard of education to GCSE or equivalent including English and Maths

Experience

Essential

• Previous experience of dealing with public/patients
• Awareness of diversity issues and ability to work in a positive nondiscriminatory way
• Experience of range of administration duties
• Experience of working successfully and co-operating as a member of a team

Desirable

• Experience of working in primary care
• Experience of working in an environment where there is a strict need for confidentiality

Knowledge & Skills

Essential

• Empathetic Communicator able to see things from other persons point of view
• Professional manner with friendly and helpful disposition
• Understanding of the principles of accuracy, confidentiality and good customer service
• Ability to work under pressure, manage and prioritise own workload effectively
• Excellent IT skills (including use of internet, email and Microsoft Office Word, Excel

Desirable

• Clinical software experience SystmOne
• Knowledge of and experience of READ coding, QOF and NHS Enhanced Services
• Understanding of NHS and Healthcare delivery within the Primary Care setting
• Understand the statutory requirements of health & safety, safeguarding and CQC

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.

Employer details

Employer name

Stow Surgery

Address

Maugerbury Road

Stow On The Wold

Cheltenham

Gloucestershire

GL54 1AX

Employer's website

https://www.stowsurgery.co.uk (Opens in a new tab)