Patient Care Administrator

Job description

Job responsibilities

Main duties and responsibilities

Patient Care Administrator duties

§ Ensure each patient/visitor to the practice receives a high-level of customer care/service at all times

§ Monitor the flow of patients into the consulting and treatment rooms.

§ Ensure that patients without appointments, but who need to be seen on the day, are dealt with in a logical and non-disruptive manner.

§ Explain the Practice set-up and formal requirements to new patients and those seeking temporary cover. To ensure that the correct procedures are followed.

§ Advise the patients of the relevant charges for non-NHS services accept payment and issue receipts.

§ Respond to all queries and requests for assistance from patients and other visitors, including assisting patients to complete the relevant NHS forms

§ Ensure that all patient personal details are checked and updated at each contact.

§ Manage all telephone and home visit requests as per the practice process ensuring that all patient contact information is up to date, especially a current address and telephone number. Ensuring a clear reason for the request is recorded on the screen. If urgent to refer directly to on-call GP.

§ Ensure that requests for prescriptions are actioned where possible within one working’ day. Issuing the required prescriptions on the computer if the review date is valid, in accordance with the Medication Review Policy. Any queries should be directed to the Prescribing Clerks.

§ Open and sort incoming and outgoing mail and distribute appropriately.

§ Scan relevant clinical information onto patient electronic records.

§ Ensure that the reception, admin and waiting areas and kept neat, tidy and hazard free.

§ Ensure that all reception and clinical areas are stocked with the relevant forms etc

§ Follow Practice procedures for opening and closing of all sites

§ Ensuring visitors sign in and out of the visitors’ book.

§ Ensure total familiarity with all the appointment systems including the regular and incidental variations.

§ Ensure total familiarity with the database system including the ability to issue repeat prescriptions, book appointments, process patient registration forms, change patient details, recall patients, operate Workflow Manager, enter information, etc.

§ Book appointments and recalls.

§ Monitor effectiveness of the system and report any problems or variations required.

§ Ensure that all the consulting rooms are prepared in readiness for each session, checking the stationery files have a full range of forms and that there is a copy of the clinicians appointment session on the desk. Restocking of the stationery files is to be carried out on a daily basis by Patient care administrator on duty at each site.

§ Ensure that the consulting rooms are checked at the end of each session and left tidy and secure

§ Receive and make calls as required. Take messages and follow the appropriate message procedure.

§ Check telephone is diverted to Out of Hours service when practice is closed.

§ Open up the premises at the beginning of the day, to unset the alarm and make all the necessary preparations to receive the patients.

Please review attached Job Description to see further duties. 

Person Specification

General

Essential

• A commitment to support the delivery of the best possible service to a diverse inner-city population.

Desirable

• Training or qualifications in customer service, administration, IT or other related areas.
• Experience of clerical work

Knowledge, training and experience

Essential

• A sound general education to GCSE level or equivalent, or equivalent working experience.
• A good standard of grammar and spelling in the English language.
• Experience of using computers, with good keyboard skills.
• Experience of dealing with the general public, preferably in a customer service environment.
• Good administrative and organisational skills, with the ability to prioritise work.

Personal skills and abilities

Essential

• Excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
• The ability to work independently and use initiative
• The ability to produce work that is accurate, thorough and well presented.
• A friendly and approachable manner, good with people skills, showing understanding, care and assertiveness when appropriate.
• A conscientious approach and commitment to working in an adaptable and flexible manner.
• The ability to work calmly and effectively and deal with multiple demands even when busy.
• The ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.
• The ability to deal with personal information sensitively and respect peoples right to confidentiality.
• The ability to work positively as a member of a busy team.
• The ability to influence others positively, negotiate constructively and resolve conflict successfully.
• The ability and willingness to engage with individuals to improve their personal performance.
• The ability to give good and regular attendance.

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

Brownlow Group Practice

Address

Brownlow Health @ Pembroke Place

70 Pembroke Place

Liverpool

Merseyside

L69 3GF

Employer's website

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