Patient Support Team Administrator

Job description

Job responsibilities

Job summary

As Patient Support Team Administrator, you will be responsible for carrying out essential administrative tasks relating to patient medical records. You will be responsible for delivering excellent customer service and handling a range of vital administrative tasks to help ensure patient needs are met in line with policy, procedure and legislation.

This is a busy and varied administrative role, and you will need to be comfortable managing and prioritising your workload appropriately. An adaptable approach is key as priorities can often change within the same day. You should be very comfortable with IT and have strong word processing, organisational skills, with an excellent telephone manner. Confident to support patients and colleagues alike, you will be friendly with a strong team ethic. The ability to work on your own or as part of a team is essential.

Duties and responsibilities

The main duties and responsibilities of the Patient Support Team Administrator -

• Undertake a variety of administrative duties in a timely, effective and professional manner.
• Project a positive, professional and friendly image to patients and other visitors, either in person, via the telephone or in writing.
• Register and deduct patients from our Practice list in line with organisational standard operating procedures
• Managing record access requests from insurance companies and solicitors using the IGPR system.
• Processing medical record related correspondence from Primary Care Support England (PCSE) in a timely and accurate manner.
• Processing of Subject Access Requests (SARS) in line with policy and legislation.
• Processing of all Private work requests from patients and third-party organisations in line with policy.
• Maintaining and updating workflow databases to ensure strict deadlines are met
• Maintaining and updating payment databases
• Raising invoices for private work, handling and chasing any monies owed
• Processing online access application requests
• Processing of death certificates (MCCDs) and liaising with the Medical Examiner teams in a timely and efficient manner to ensure strict deadlines are met.
• Process and distribute incoming emails and manage and respond to any admin queries
• File and store medical records as required.
• Ensuring all workspaces remain tidy, organised, and fit for purpose
• Actively suggest ways to improve processes and patient experience
• Assisting patients in accessing the right services efficiently and courteously

Duties may be varied from time to time under the direction of the members line management, dependent on current and evolving practice workload and staffing levels the post holder may undertake any other tasks relevant to the post as requested.

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.
• 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.

Health & safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy 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 reporting of health and safety hazards and infection hazards immediately when recognised
• 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
• 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 recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice 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.

Personal/professional development

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include -

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality

The post-holder will strive to maintain quality within the practice, and will -

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload, and resources

Communication

The post-holder should recognize the importance of effective communication within the team and will strive to -

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognize peoples needs for alternative methods of communication and respond accordingly.

Contribution to the implementation of services

The post-holder will

• Apply practice policies, standards, and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

Policy and Service Development Implementation

• Comply with practice policies and procedures as defined within the staff handbook and SMG Practice Index

Responsibilities for Financial and Physical Resources

• Undertake to manage the private fees process for patients, being aware of the procedure to undertake and administrating this procedure as requested.
• Liaising with IT support services relevant to post and equipment used to instigate repair.

Responsibilities for Human Resources

• Assist with training of new staff as required.
• Provide annual leave / sickness cover as necessary.
• Attend all mandatory training sessions and undertake any additional training required to fulfil the requirements of the role.

Freedom to Act

• Follow standard operating procedures and guidelines.
• This job description contains the principal duties of the post, and a range of other duties is implicit in these. The duties may be amended from time to time to reflect any changes in the needs of the service in discussion with the post holder.

Safeguarding Children and Vulnerable Adults

• To ensure awareness and be alert to, the signs and symptoms of abuse in children through regular participation in mandatory and refresher child protection training.
• To be familiar with all relevant Safeguarding Children & Young People, policies and procedures and contact points, taking the appropriate action when there is knowledge or suspicion of a child who has been subject to abuse.
• To be familiar with all relevant Safeguarding Vulnerable Adults, policies and procedures and contact points, taking the appropriate action when there is knowledge or suspicion of a child who has been subject to abuse.

Working Pattern

Monday None working day

Tuesday 8am - 5.30pm (1 hour unpaid lunch break)

Wednesday 8.30am - 5.30pm (1 hour unpaid lunch break)

Thursday None working day

Friday 8.30am - 5.30pm (1 hour unpaid lunch break)

Total: 24.5 hours per week

The closing date for applications is Sunday 11th May 2025. For an informal discussion about the role please contact Lisa Hansell on 01723 375343 or email lisa.hansell2@nhs.net

Please note that due to the high level of applications we expect to receive, if you have not heard from us one week from the closing date then your application will have been unsuccessful.

Person Specification

Qualifications

Essential

• O/GCSE Level English or equivalent
• Good working knowledge of Windows IT packages
• Excellent keyboard skills

Desirable

• Customer Service Qualification
• ECDL Qualification
• Previous working knowledge of SystmOne clinical system

Personal Qualities

Essential

• Excellent Communication and presentation skills
• Excellent written skills
• Excellent organisational skills
• Conscientious and flexible approach
• Ability to work on own or as part of a team
• Understanding of the meaning of confidentiality and the requirement for this to be maintained.
• Ability to respond quickly to changing priorities, organising and prioritising own workload to meet deadlines without direct supervision.
• High standard of accuracy.
• Effective time management skills.

Experience

Essential

• At least 2 years administration

Desirable

• Experience in a similar role within the last 5 years

Knowledge and Skills

Essential

• Good general education
• Knowledge of Microsoft Office applications
• Comprehensive knowledge of spelling and grammar

Desirable

• Knowledge of the NHS
• Comprehensive knowledge of medical terminology

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

Scarborough Medical Group

Address

463a Scalby Road

Scarborough

YO12 6UB

Employer's website

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