Job responsibilities
Job Title: General Practice Administration Assistant
Main Purpose of the role: The primary function of the General Practice Administration Assistant is to provide cross organisational support to the different teams within the practice, ensuring continuity and consistency in workflow delivery. The role will involve working at both Christchurch and Willow Surgeries.
Special requirements of the post:
Post holders will need to be highly organised, with an ability to manage multiple duties within our various practice administration teams.
Weekly work shift patterns will be provided, however, the post holder must be flexible in their approach as these may change, depending on daily staffing levels.
Post holders will be required to cover short-term and long-term absence such as sickness, annual leave, maternity/paternity leave. A high level of flexibility and commitment to supporting all teams is essential.
A minimum of 24 hours per week is required, with an understanding that additional hours may be required on occasion.
Due to the wide scope of the role, responsibilities will change as knowledge and comprehension develops. Postholders are expected to develop their skills and understanding, with the long-term goal of fulfilling all responsibilities within each of the areas mentioned below.
Requirements of the role:
Resilience and an ability to work collaboratively with multiple teams.
Potential to grasp different work processes and concepts quickly.
Adaptable to ever changing work environments and work streams.
Able to act on own initiative and be both self-directed and motivated.
To have an excellent, positive customer service mindset.
Very good IT skills and a thorough understanding of Microsoft Office.
High level of literacy, with excellent verbal and written communication skills.
To have an understanding, acceptance and adherence to the need for strict confidentiality and clinical governance.
A flexible approach to work pattern and to increase working hours when the demand arises, such as holiday and/or sickness absence.
To ensure own statutory & mandatory training records are up to date within Teamnet and in accordance with Practice requirements.
Main Duties of the role:
The General Practice Administration Assistant will be supported by the Executive Operations Manager. The General Practice Administration Assistant is responsible for providing structured, cross organisational support to different teams:
Administration Team
Core responsibilities:
EMIS document workflow
Temporary patient registration workflow management via the Portal
New patient registration workflow
Detailed coded records
Proxy access
Child Health and immunisation workflow
Distribution of unmatched lab reports
Mammogram coding
Baby blood spots
Diabetic eye screening workflow
Opening & distributing post
Any other duties as required to maintain optimum workflow within the administration team.
Medical Secretary Team
Core responsibilities:
Audio Typing using Lexicom Transcribe
E-referrals and advice & guidance letters
EMIS task workflow
Docman task workflow
NHS mail workflow
Telephone queries with external health providers
Minute taking
Any other duties as required to maintain optimum workflow within the medical secretarial team.
eConsult Team
Core responsibilities:
Using Sentiers, a Care navigation system tailored to this practice, to triage appointment requests ensuring appointments are allocated in order of clinical priority
Saving those requests into patient health records (EMIS)
Submitting eConsult requests for those patients who require our assistance to do so
Allocating appointments and advising patients via various methods of digital media
Community healthcare referrals
Sending self-help links and wellbeing information to patients
Identifying the need for prior nursing appointments, ensuring clinicians have all the information required
Co-ordinating translation services
Directing administration enquiries
Forwarding nursing appointment requests
Rebooking Clinical Appointments due to unscheduled absences
Any other duties as required to maintain optimum workflow within the eConsult team.
Patient Assistant Team
Core responsibilities:
Meeting, greeting and signposting patients
Assisting patients with queries including temporary registrations, changes of personal details, proxy and DCR access, medication queries, samples, requests for private work, letter collections
Opening and closing of the practice, following internal protocols
Updating patient records with non-clinical information using EMIS, Docman and AccuRx
Assisting patients with the NHS App and the eConsult appointment system
Offering chaperone assistance
Booking nurse appointments
Cancelling & re-booking appointments
Calmly and empathetically addressing patient frustrations to prevent escalation and formal complaints
Any other duties as required to maintain optimum workflow within the Patient Assistant team.
Information Governance
Core responsibilities:
Managing SARS requests and sending letters to patients
Managing patient consent and sending letters to patients
Logging information requests in a manual folder and within a master spreadsheet
Using the IGPR electronic platform for records requests
Sourcing patient paper records from both surgeries
Photocopying paper records for SARS requests
Any other duties as required to maintain optimum workflow relating to information governance and requests for patient information.
Practice Expectations:
- Ensuring high levels of attention to detail and accuracy with regards to the completion of all necessary documentation associated with the role
- Maintaining effective liaison with other staff and/or agencies concerned with patient care, and with all other disciplines within the practice, with appropriate regard to confidentiality
- Working co-operatively within teams and respecting the skills, expertise and contributions of your colleagues
- Respecting leadership and management direction at all levels
- Communicating effectively with all members of Downend Health Group, patients and external agencies.
- Collecting data, preparing reports and undertaking research as required
- Efficiently use IT platforms to support your role
- Ensuring the rules of GDPR, Caldicott, Freedom of Information Act and those issued by the NHS and CCG are understood and fully implemented
- Supporting in the planning and co-ordination of practice targets including work streams such as Quality and Outcomes Framework (QOF); Enhanced Services; Care Quality Commission (CQC) etc;
o Demonstrating a personal and professional commitment to equality and diversity
- Ensuring skills and knowledge remain up to date by taking part in appropriate learning activities that maintain and develop your competence and performance
Notice
This job description sets out the duties which this role normally entails. The job holder should understand that the job title and job description may be amended by the employer, and that he/she/they may be called upon to carry out additional or other duties as may reasonably be required by the Practice. The nature of our business means that the job holder must be flexible in his/her/their approach to the work, in order, to provide service to patients.
