Job responsibilities
Key Duties and Areas of Responsibility:
- Provide comprehensive administrative support to Dietitians, Occupational Therapists, and the Health & Wellbeing Teams.
- Respond to patient emails and communications, including appointment bookings, re-bookings, and cancellations.
- Triaging incoming requests and queries via telephone and email, ensuring timely and appropriate follow-up.
- Coordinate and schedule clinical sessions using SystmOne and NHSmail Calendar.
- Manage internal and external post and assist with general correspondence handling.
- Answer incoming calls professionally, maintaining high standards of care navigation and call quality.
- Address patient queries, liaising with relevant clinicians as necessary.
- Communicate with patients via phone, text, email, and letters regarding appointments, group sessions, and service updates.
- Support group and caseload communications (e.g., DNA/rebook texts, generic placeholder or promotional texts for groups/cohorts).
- Transfer and record relevant data from clinical correspondence into electronic patient records.
- Scan and process medical documents into the clinical system.
- Maintain waiting lists, including clinic and group admin.
- Make necessary adjustments to clinic schedules and rearrange appointments due to changes (e.g., leave, meetings).
- Support the setup and maintenance of group sessions, including:
o Adding patients to waiting lists.
o Sending appointment confirmations, reminders (text/email), and patient resources.
o Documenting attendance in SystmOne.
- Arrange internal meetings (e.g., team meetings, supervision, PLT sessions), including room bookings and minute-taking.
- Maintain and update electronic databases and systems in accordance with local and national standards.
- Assist in collecting and managing data for research and service audits.
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.
The post-holder may have access to confidential information relating to patients and their carer(s), practice staff and other healthcare workers in the performance of their duties outlined in this job description. They may also have access to information relating to practices within the PCN 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 practices within the PCN may only be divulged to authorised persons in accordance with PCN policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Training and personal development:
- Training requirements will be monitored by yearly appraisal and will be in accordance with practice requirements. Personal development will be encouraged and supported by the practice. It is the individuals responsibility to remain up to date with recent developments.
- Participate in the education and training of students of all disciplines and the introduction of all members of the practice staff where appropriate.
- Enhance own performance through Continuous Professional Development, attendance at courses and study days as deemed useful, and imparting own knowledge and behaviours to meet the needs of the service. Ensure PREP requirements are met.
- If it is necessary to expand the role to include additional responsibilities, full training will be given.
- Develop and maintain a Personal Learning Plan.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in Nexus PCN Health & Safety Policy, individual practice Health & Safety Manuals, and practice Control policies and published procedures. This will include:
- Using personal security systems within the workplace according to practice guidelines.
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
- 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.
- Actively report health and safety hazards and infection hazards immediately when recognized.
- 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.
- Undertaking periodic infection control training (minimum annually).
- Reporting potential risks identified.
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 PCN 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.
