Patient Care Administrator

Job description

Job 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.Secure the premises at the end of each day, ensuring that the building is totally secured, windows, external doors, skylights locked and the alarm activated. Ensure any patient identifiable information securely locked away.Carry out any other reasonably delegated duties considered appropriate to the post.

Management of medical records:

Ensure that all records are accurately assembled in advance, where applicable, for consultation / review of notes. Retrieve and re-file records as required, ensuring that strict alphabetical order is adhered to. Ensure correspondence, reports, results etc, are entered / scanned onto the computer database as per protocol and are filed in the correct record. Ensure records are kept neat and tidy and in good repair with all the necessary information recorded correctly on the Lloyd George card. Ensure that all records received from the PCSE are merged with any practice records and are summarised with the relevant information being entered on the database.

Communication and relationships

Liaise with members of the Practice, other NHS organisations and outside agencies as appropriate to the role. Communicate sensitively and effectively with others, using active listening and adapting communication style and method as necessary to meet their needs. Participate in meetings as appropriate.

Team working

Understand own role and scope in the practice. Work as an effective and responsible team member, supporting colleagues in a flexible and approachable manner.

Organisation/Quality

Ensure that any data entered into the computer is done accurately. Understand and follow the requirements of confidentiality (including General Data Protection Regulation - GDPR) and the Freedom of Information Act and refer on any queries as appropriate. Participate in quality improvement initiatives, including Significant Event Analysis and PAIRS. Support the aims and objectives of the Practice and contribute to the on-going development of the Practice as required. Follow Practice policies, including Health and Safety, Security and Confidentiality.

Practice development and clinical governance

Participate in primary healthcare team meetings when required. Provide data, as requested, for practice development plans and report. Be aware of practice policies on risk management / incident reporting and health and safety and operate appropriate procedures for minimising risk. Be aware of issues related to own development and be committed to participate in training and education.

Training, learning and development

Undergo regular appraisal, supervision and training as necessary to update skills and knowledge. To ensure compliance with the Practice Mandatory Training Programme. To participate in the monthly Practice Synergy Sessions. Provide training to other staff in work relevant to this post. Participate in the induction of new staff, students and other attached professionals.

Equality and diversity

Respect the privacy, dignity and beliefs of patients, carers, visitors and co-workers. They must be treated equally, irrespective of gender, ethnic origin, age, disability, sexual orientation, religion, etc. Be aware of procedures regarding protection of children and vulnerable adults, including Practice and NHS policies. Follow the guidance and policies and take action in an appropriate manner.

Management of risk / health, safety and security

Follow Health & Safety Policies and guidelines, including fire procedures and those pertaining to clinical areas of risk. Use safe working procedures and report incidents using the incident reporting system. Use the personal security systems within the workplace according to Practice guidelines. Follow infection control procedures. Employees must take reasonable care for the Health and Safety of him/herself and / or others who may be affected by his/her acts or omissions at work. No person shall intentionally or recklessly interfere with or misuse anything provided in the interests of Health, Safety or Welfare.

Confidentiality

All information relating to patients and staff gained through your employment and after leaving employment with Brownlow Health is confidential. Disclosure to any unauthorized person is a serious disciplinary offence or may result in litigation.

Other

Any other reasonable delegated duties considered appropriate to the post.Give good and regular attendance.Maintain a tidy and organised work area.Preparation of refreshments, errands, spot cleaning and set up of rooms for meetings as necessary.

The post-holder:

1. Is advised that the job description describes responsibilities as they are currently required and these are subject for review and updating in the light of changing service needs. Any changes will be subject to consultation as part of the annual appraisal.

2. Should be aware that job descriptions are not fixed although every effort is made to ensure that the responsibilities reflect what you are being asked to do. However by the nature of the business that Brownlow Health undertakes this demands flexibility in order to provide a service to our patients and Doctors. The job title and description may be amended and you may be asked to undertake additional duties not specified that may be reasonably required

3. May be expected to work at any of the medical practice sites in line with service needs

This job description is not intended to be exhaustive but to indicate the main areas of responsibility. It may be changed after consultation with the post holder.

Brownlow is an organisation that is committed to equality and diversity, and we strive for our workforce to be representative and inclusive of the complex and diverse community, which we are proud to serve.

With this commitment in mind, we actively encourage individuals who self-identify as having protected characteristics to apply for this role. We are particularly keen to encourage applications from: women and gender minorities; members of the LGBTQ+ community; members of black, minority ethnic, and minority faith groups; and from those who are disabled and / or neurodiverse.

We are mindful that we may not always be aware of structural and systemic factors, which might discourage or prevent certain minority groups and marginalised populations from applying to join our team. If you are aware that any such barriers do exist, please let us know so that we can work to overcome and dismantle these.

Person Specification

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

Desirable

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

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)