Patient Flow Administrator

Job description

Job responsibilities

Flow administration

Using Klinik software, review the incoming appointment requests and incorporate them into our total triage system.

Contact patients to request additional information prior to a consultation (e.g. photos, completed assessment forms eg PHQ9, GAD scores)

Work with clinicians to develop the necessary skills and knowledge interpret requests correctly so that they responded to in a safe time scale by the most appropriate clinician.

Identify requests that are complex and seek appropriate clinical advice to ensure that patients receive timely care from the most appropriate clinician

Act as a dynamic bridge between patients and clinicians, both on the front and the back end, adapting to changes in flow and clinical urgency.

Support all the clinical teams within the practice, ensuring that all groups work within a measurable and realistic work load.

Gain a clear understanding of the clinicians work force booked for the whole week in order to manage and proactively pre-triage requests for the whole week, according to our practice triage urgency chart and escalate any shortfall in appointment numbers as appropriate.

General admin

Work with the wider practice admin team to support a wide range of administrative tasks

Provide support with completing tasks or requests assigned to Administration on the Klinik system.

Assist the practice manager in some financial claiming when required. Including collecting data and running reports.

Be available for chaperoning patients or staff members when required

Be available to cancel or rearrange clinical rotas or patient appointments when required and liaise with other teams to ensure patients are contacted effectively

Confidentiality

Maintain data security and patient confidentiality by adhering to auditable Benfield Valley Healthcare Hub processes and protocols

In the course of your work, 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

Person Specification

Qualifications

Essential

• Educated to GCSE or equivalent.

Other Requirements

Essential

• Excellent communication skills.
• Strong IT skills.
• Clear, polite telephone manner.
• Competent in the use of Microsoft Office and Outlook.
• Effective time management.
• Ability to work as a team member and autonomously.
• Problem-solving and analytical skills.
• Ability to follow policy and procedure.
• Ability to work under pressure.

Desirable

• Experience using SystmOne.

Experience

Essential

• Experience of working with the general public.
• Experience of administrative duties.

Desirable

• Experience of working in a health care setting.

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

Brighton Health and Wellbeing Centre

Address

18-19

Western Road

Hove

East Sussex

BN3 1AE

Employer's website

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