Job responsibilities
Job Title: Patient Services Administrator
Reports To: Patient Services Manager/Practice Manager
Job Summary
To ensure excellent Customer
Service is given to our patients. Learning and maintaining of new
procedures/work processes. To give daily support to the doctors, nurses and
management team in the practice. Input confidential data efficiently and
precisely.
Job Responsibilities
* Opening
and closing of the surgery.
* Give
out repeat and acute prescriptions to patients or their representatives.
* Assist
patients with face to face enquiries and follow up as necessary.
* Answer
all incoming telephone calls, booking appointments as necessary and actioning
any queries resulting from those calls.
* Ensure
all emails are acknowledged and processed in the correct time frame.
* To
ensure all tasks are dealt with, and escalated if necessary.
* Process
all scanning. (paper and electronic)
* Support
GPs and The Practice Managers.
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
* Use
and monitoring of the correct use of Standard Operating Procedures for cleaning
and infection control.
* Responsible
for correct hand hygiene of self and others.
* Ownership
of infection control and implementation of those protocols within the team.
* Active
observation of current working practices across the team in relation to
infection control, cleanliness and related activities, ensuring that procedures
are followed and weakness/training needs are identified, escalating issues as
appropriate.
* Identifying
the risks involved in work activities and undertaking such activities in a way
that manages those risks across clinical and patient process.
* Safe
management of sharps procedures, including training, use, storage and disposal.
* Undertake
periodic infection control training.
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 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.
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.
* Effectively
manage own time, workload and resources.
Communication
The post-holder should recognise
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 guidance will
affect own work.
* Participate
in audits where appropriate.
