Patient Services Administrator

Job description

Job responsibilities

Duties and Responsibilities:

The duties and responsibilities to be undertaken include all of the items in the following list. Duties may be varied from time to time under the direction of the Hub Manager or Business Development, Enterprise and Finance Manager.

Key Responsibilities:

Telephone Duties to include

• Making appropriate appointments with healthcare professionals

• Taking details of requested home visits

• Informing patients of results

• Contacting other providers

• Ambulance bookings

• General enquires

• Effectively managing contact of dissatisfaction in line with practice policy

  General Reception/Administration Duties to include

• Greeting and directing patients

• Greeting and directing visitors

• Handing out prescriptions

• Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

• Making appointments

• Responding to the needs of Doctors and Clinical Staff during surgery

• Health and safety awareness (e.g. handling samples)

• General housekeeping e.g. keeping the waiting areas and reception tidy

• Inputting and extracting information from the Practice computer system

• Receipting monies from patients for non NHS services

• Assist with the completion of forms for new patient registration

• Process patients change of address computer data and medical records (have knowledge of practice geography/cover)

• Opening, date stamping and distributing internal and external mail

• Scanning and attaching patient letters to their computer record

• Filing paper medical records as required

• To deal with temporary resident/overseas visitor forms

• To undertake other duties highlighted by the Hub Manager or Business Development, Enterprise and Finance Manager - each team member will have specific administrative duties depending on requirements at the time

• Organise summaries for home visits

• Typing of reports and keeping a record on a spreadsheet, including chasing up due payments

• Have working knowledge of telephone system during and after hours

• Support and understand building security have thorough knowledge of doors, windows and alarm.

  Prescription administration to include -

• Issuing repeat prescriptions as per practice policy

• Queries relating to repeat prescriptions

• Administration of pre dated prescriptions as per practice policy

• Dealing with Pharmacy; medical staff; outside agencies as required

• Email & SystmOnline prescription requests

• Check prescriptions to collect on a monthly basis and remove any older than a month

• Ensure prescriptions are signed on a daily basis

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, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:

• Utilising security systems appropriate to the workplace according to Practice guidelines

• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

• Undertaking and 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

• Active reporting of health and safety hazards and infection hazards immediately

• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

Equality and Diversity:

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

• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

• 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

• Behaving in a manner which is welcoming to and of the individual is non-judgmental and respects their differing beliefs, circumstances, feelings, priorities and rights.

  Safeguarding:

  All staff must have an understanding of the importance of safeguarding adults, children and young people to ensure that are able to live a comfortable life in safety, free from abuse and neglect. As a practice we should always promote our patients wellbeing in their safeguarding arrangements.

  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 regular performance reviews

• Taking responsibility for identifying own development and learning needs and for maintaining a record of own personal and/or professional development

• Utilising acquired skills and activities to assist 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

• 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

There is a requirement as part of the role to cover receptions tasks during extended hours and to cover holiday and sickness. This cover is integral in the effective running of the Practice.

SKILLS, QUALIFICATIONS and other REQUIREMENTS

• Literacy skills

• Computer skills

• Good face to face and telephone communication skills

• Ability to work under pressure and prioritise workload

• Friendly and approachable

• Common sense

• Team worker

• Flexibility to cover extra hours as required due to holidays, sickness etc.

• Ability to deal calmly with difficult situations

Person Specification

Qualifications

Desirable

• Educated up to GCSE level, preferably grade A-C in Maths and English

Experience

Essential

• Previous experience in a customer service/administrational role.

Desirable

• Previous experience of working within General Practice and System One knowledge.

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

Hollyns Health & Wellbeing

Address

4 Glenholme Park

Clayton

Bradford

West Yorkshire

BD14 6NF

Employer's website

http://www.hollynshealth.co.uk (Opens in a new tab)