Patient Care Administrator and Call Handler Administrator

Brownlow Group Practice

Information:

This job is now closed

Job summary

Brownlow Health are seeking committed Patient Care Administrators and Call Handler Administrators, who demonstrate enthusiasm for working in primary care, with a genuine interest in working with patients and contributing to the delivery of high quality health care. 

We are recruiting the following vacancies:

Full Time, PCA based at Marybone Practice

Full Time, PCA based at Central sites 

Part-Time, 30 hours PCA based at our Central sites

Part-Time, 30 Hours Call Handler Administrator based at our Central sites.

Please state the role you would like to apply for in your application. 

Main duties of the job

To provide a point of contact for the patients and act as a focal point of communication between the patients, doctors and other medical staff. 

The Patient Care Administrators must ensure that requests for prescriptions are actioned where possible within one working day, open and sort incoming and outgoing mail and ensure total familiarity with all the appointment systems including the regular and incidental variations. 

The Call Handler Administrators must deliver excellent customer service to patients when making and answering calls and do so in a caring and compassionate manner, offer general assistance to the Practice team and project a positive and friendly image to patients.

Other job locations:

Bentley Road Liverpool L8 0SY

Peach Street Liverpool L69 7ZL

26 Argyle Street Liverpool L1 5DL

155 Edge Lane Edge Hill Liverpool L7 2PF

2 Vauxhall Road Liverpool L3 2BG

About us

Brownlow prides itself in being an exceptional employer. We have a dedicated staff wellbeing team and offer numerous staff benefits and incentives including protected study leave with financial allowance and enhanced annual leave for 100% attendance. You will receive a 6-month mentorship/induction package and following this will have the option for some home working should you wish to if appropriate for your role.

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: individuals with linguistic diversity, 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.

Extended access will form part of your contracted hours.

Date posted

15 July 2022

Pay scheme

Other

Salary

£20,329 to £21,776 a year

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Part-time

Reference number

A1812-22-3375

Job locations

Brownlow Health @ Pembroke Place

70 Pembroke Place

Liverpool

Merseyside

L69 3GF


Job description

Job responsibilities

Main duties and responsibilities of the Patient Care Administrator vacancy

Ensure each patient/visitor to the practice always receives a high-level of customer care/service and any queries are dealt with effectively and in an empathetic manner

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

Provide support to all clinical staff as and when required ensuring that communication with patients is always maintained

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

Action any admin tasks and requests in an efficient and effective

Provide a high level of service when covering the phones and ensure patients are signposted appropriately

Participate in 121 meeting to review the quality of calls through call recordings and reflect on any improvements if required

Work as an effective and responsible team member, supporting colleagues in a flexible and approachable manner

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.

Undergo regular appraisal, supervision and training as necessary to update skills and knowledge

To ensure compliance with the Practice Mandatory Training Programme

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.

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.

Main duties and responsibilities of the Call Handler Administrator

Call handling and administrative support to the team in line with Brownlow policies and procedures

Maintain effective office and business management of systems, including typing, initiating and maintaining spread sheets, production of documents, filing and diary management.

Provide cover on an ad-hoc basis for other members of the wider administrative team when appropriate at times of annual/sick leave to deal with peaks in workload. To deal with these interruptions to current pieces of work and adapt to the breaks in concentration

Handover clearly all information to ensure seamless service provision at change of shift

Fully conversant with computer packages, responsible for information resources, creating, formatting and using effective access databases to provide accurate, up to date and relevant information.

Work with highly confidential, sensitive information and documents supporting development, maintain and evaluate systems to promote the confidentiality of information have due regard to Caldicott Guidelines and the Freedom of Information Act.

Ensure all follow up calls are input into the patient record.

Be prepared to work flexibly in terms of time and workload according to the needs of the service.

Ability to deal with people at all levels in a professional manner and adhere to NHS Policies and Procedures.

To actively support the team in developing new process and work to ensure these are embedded as the service continues to expand.

The post-holder:

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.

1. 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

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

Please see both job description attached in full.

Job description

Job responsibilities

Main duties and responsibilities of the Patient Care Administrator vacancy

Ensure each patient/visitor to the practice always receives a high-level of customer care/service and any queries are dealt with effectively and in an empathetic manner

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

Provide support to all clinical staff as and when required ensuring that communication with patients is always maintained

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

Action any admin tasks and requests in an efficient and effective

Provide a high level of service when covering the phones and ensure patients are signposted appropriately

Participate in 121 meeting to review the quality of calls through call recordings and reflect on any improvements if required

Work as an effective and responsible team member, supporting colleagues in a flexible and approachable manner

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.

Undergo regular appraisal, supervision and training as necessary to update skills and knowledge

To ensure compliance with the Practice Mandatory Training Programme

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.

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.

Main duties and responsibilities of the Call Handler Administrator

Call handling and administrative support to the team in line with Brownlow policies and procedures

Maintain effective office and business management of systems, including typing, initiating and maintaining spread sheets, production of documents, filing and diary management.

Provide cover on an ad-hoc basis for other members of the wider administrative team when appropriate at times of annual/sick leave to deal with peaks in workload. To deal with these interruptions to current pieces of work and adapt to the breaks in concentration

Handover clearly all information to ensure seamless service provision at change of shift

Fully conversant with computer packages, responsible for information resources, creating, formatting and using effective access databases to provide accurate, up to date and relevant information.

Work with highly confidential, sensitive information and documents supporting development, maintain and evaluate systems to promote the confidentiality of information have due regard to Caldicott Guidelines and the Freedom of Information Act.

Ensure all follow up calls are input into the patient record.

Be prepared to work flexibly in terms of time and workload according to the needs of the service.

Ability to deal with people at all levels in a professional manner and adhere to NHS Policies and Procedures.

To actively support the team in developing new process and work to ensure these are embedded as the service continues to expand.

The post-holder:

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.

1. 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

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

Please see both job description attached in full.

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.
  • Excellent interpersonal and communication skills with problem solving attitude
  • Knowledge of, health and / or social care, Intermediate care and voluntary sector provision
  • Accurate data capture.

Desirable

  • Use of Microsoft packages
  • Use of Emis systems
  • Training or qualifications in customer service, administration, IT or other related areas.
  • Experience of clerical 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.
  • Ability to show patience, empathy, and compassion via telephone.

Desirable

  • Customer service training

General

Essential

  • A commitment to support the delivery of the best possible service to a diverse inner-city population.
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.
  • Excellent interpersonal and communication skills with problem solving attitude
  • Knowledge of, health and / or social care, Intermediate care and voluntary sector provision
  • Accurate data capture.

Desirable

  • Use of Microsoft packages
  • Use of Emis systems
  • Training or qualifications in customer service, administration, IT or other related areas.
  • Experience of clerical 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.
  • Ability to show patience, empathy, and compassion via telephone.

Desirable

  • Customer service training

General

Essential

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

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.

Additional information

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)

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)

For questions about the job, contact:

Date posted

15 July 2022

Pay scheme

Other

Salary

£20,329 to £21,776 a year

Contract

Fixed term

Duration

12 months

Working pattern

Full-time, Part-time

Reference number

A1812-22-3375

Job locations

Brownlow Health @ Pembroke Place

70 Pembroke Place

Liverpool

Merseyside

L69 3GF


Supporting documents