Job summary
A unique and
exciting opportunity to join us, as an Administrator, to learn all aspects of administration
within an NHS GP surgery, whether having experience in this field already or
with an enthusiasm to learn and develop.
Being coached and
mentored by experienced in-house trainers , guiding and giving an overall
experience of administration and the important part it plays in supporting our
clinical team, operational services and ultimately patient care.
Using our electronic
clinical system, systmone, you will develop skills within patient
communications, booking appointments, processing prescription requests and
document workflow. Interact with patients over our cloud based telephony
systems and using our new service for patients called Klinik.
It will be a varied
role, but the experience and transferable skills you will receive will be
exceptional and rewarding.
Does this sound like
a career path you would be interest in?
Main duties of the job
-
- Using a state-of-the-art cloud-based telephone system to answer calls from patients whom wish to make appointments, helping with their questions, listening and being empathetic when they need help the most.
- Taking prescription requests from patients via email, online services, and paper requests, taking requests over the telephone from our most vulnerable of patients.
- Using custom made templates to input data and send letters to patients, referring patients for hospital appointments
- Answering and processing enquiries emails in a timely and efficient manner using good English
- Communicating with all staff, clinical and non-clinical
- Processing the patient pathway through our Klinik patient access system (being launched in November 2023)
- Managing document processing and any follow up actions as required
- Processing reports which are chargeable
About us
Kingskerswell & Ipplepen Medical Practice is based at two sites and has a combined patient population of approximately 11,500. Both modern buildings have disabled access with designated parking bays. Our Ipplepen Practice offers an inhouse Dispensary, dispensing prescriptions to our local patients in the area. The Practice normal working hours are between 8am and 6pm Monday to Friday and on a Thursday evening each week.
We have a highly experienced team of approximately 52 staff, including GP's, Registrars, Paramedic, Nurse Practitioners, Practice Nurses, HCA's, Phlebotomists, Health & Wellbeing team, Dispensing Team Administration Team and Management Team.
We have an inhouse Podiatrist and our volunteer group Kerswella care.
We are a GP training practice and are active in conducting high quality clinical research to keep improving NHS care.
On the last CQC inspection the Practice was rated outstanding (this report can be seen on our website)
Job description
Job responsibilities
As a call handler you will be the first point of contact of communication with patients, patient relatives, healthcare professionals and other callers, ensuring that every patient contact is conducted appropriately with an emphasis on the provision of clear, evidence-based advice and signposting to an appropriate service.
- Processing telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional in a courteous, efficient and effective way
- Offer general assistance to the practice team, and project a positive and friendly image to patients and other visitors via the telephone
- Taking complex messages and passing on information to the correct members of the team
- Computer data entry/data allocation and collations; processing and recording information in accordance with Practice procedures
- To keep immediate and accurate records of service user enquiries during all telephone calls.
- To use advanced listening, probing and facilitative skills across a wide range of calls, some of which can be highly challenging due to emotive circumstances.
- To use complex communication skills to negotiate (using language support services as necessary)
Promptly open post and separate patient related mail for scanning from non-patient mail the latter must be date stamped in and passed to the appropriate person. Ensure incoming mail and parcels are dealt with promptly. Patient related post needs to be screened for certain reports/correspondence that might not be seen by the GP (i.e. Physio/Radiology reports that have not been requested by us).
- Lead on all aspects of Document Management. Develop expertise and ensure that the systems features are fully understood and used. Scan incoming external and courier post relating to patients with 100% accuracy and ensure accurate descriptions are attached to all documents. Ensure appropriate knowledge of how to scan and file non-patient information is shared amongst the team.
- Identify requests for reports and information which are chargeable and ensure action is taken promptly and fees are agreed with requesting organisations - raising invoices and ensuring these are recorded on the patients record. Allocate GP appointment time for the GP to complete reports when necessary, by booking an appointment, making sure you tick the patient not present box.
- Maintain latest policy, legal advice and agreements of rights of access to patients records and the provision of copy records. Where required photocopy medical records/notes for third parties and ensure patient consent is given (telephone the patient to confirm this directly even when written consent is received) all third party references are deleted and verified by a second person Appropriate charges are made to the requesting person/body.
- Follow the protocols for READ coding of patient records to be done at the scanning desk as far as possible
- Cervical screening use template provided on SystmOne
- Breast screening
- Bowel cancer screening (automatically come in via pathology)
- Aortic Aneurism screening
- Retinal screening of diabetic patients (ensure QOF targets are met)
- Hospital Discharge / Test / Other Reports: Check throughout the day for emailed test results/discharge/other information from the hospital trust. Action by clicking on NHS mail in the scanning window. (see instructions)
- Post-Natal summaries: Code baby delivered. Send the new mother the congratulations letter and immunisation consent form saved in S1 communications/letters. Adding incomplete baby registration to S1. Task records to say a part registration has been completed. Send task to rota planners to book 8 week appt see protocol
- 111(Practice Plus group) messaging: Action all tasks that come in via out of hours/111. Action the tasks so they either go direct to the Duty Doctor or the patients SystmOne record
- IPGR Reports: actioning requests for IPGR reports and rejecting if fee not appropriate
- Communications Email: managing results that come in via the communications email and actioning as appropriately
- Repeat Prescriptions: Promptly action ALL requests for repeat prescriptions so that the patient has these well within 48 hours following the 48 hours prescribing process
- Systmonline Requests: Action all requests for prescriptions that come in via Systmonline. Check the free text messages are noted and processed
- Prescription workflow & tasks: Action prescription requests via the work flow and Tasks on SystmOne
- Test Results: Lead role in communicating test results query where needed with duty GP book telephone appointments as needed. Work with GPs to produce guidance notes on this aspect of work currently under review
- GP Tray: Check and distribute signed prescriptions etc.
- SystmOne Tasks: Ensure that tasks related to prescriptions are actioned promptly. Assist with actioning regular admin tasks. Seek support from admin manager and colleagues when needed.
- Reception Desk: Lunchtime (and other when needed) cover of Reception Desk duties
Job description
Job responsibilities
As a call handler you will be the first point of contact of communication with patients, patient relatives, healthcare professionals and other callers, ensuring that every patient contact is conducted appropriately with an emphasis on the provision of clear, evidence-based advice and signposting to an appropriate service.
- Processing telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional in a courteous, efficient and effective way
- Offer general assistance to the practice team, and project a positive and friendly image to patients and other visitors via the telephone
- Taking complex messages and passing on information to the correct members of the team
- Computer data entry/data allocation and collations; processing and recording information in accordance with Practice procedures
- To keep immediate and accurate records of service user enquiries during all telephone calls.
- To use advanced listening, probing and facilitative skills across a wide range of calls, some of which can be highly challenging due to emotive circumstances.
- To use complex communication skills to negotiate (using language support services as necessary)
Promptly open post and separate patient related mail for scanning from non-patient mail the latter must be date stamped in and passed to the appropriate person. Ensure incoming mail and parcels are dealt with promptly. Patient related post needs to be screened for certain reports/correspondence that might not be seen by the GP (i.e. Physio/Radiology reports that have not been requested by us).
- Lead on all aspects of Document Management. Develop expertise and ensure that the systems features are fully understood and used. Scan incoming external and courier post relating to patients with 100% accuracy and ensure accurate descriptions are attached to all documents. Ensure appropriate knowledge of how to scan and file non-patient information is shared amongst the team.
- Identify requests for reports and information which are chargeable and ensure action is taken promptly and fees are agreed with requesting organisations - raising invoices and ensuring these are recorded on the patients record. Allocate GP appointment time for the GP to complete reports when necessary, by booking an appointment, making sure you tick the patient not present box.
- Maintain latest policy, legal advice and agreements of rights of access to patients records and the provision of copy records. Where required photocopy medical records/notes for third parties and ensure patient consent is given (telephone the patient to confirm this directly even when written consent is received) all third party references are deleted and verified by a second person Appropriate charges are made to the requesting person/body.
- Follow the protocols for READ coding of patient records to be done at the scanning desk as far as possible
- Cervical screening use template provided on SystmOne
- Breast screening
- Bowel cancer screening (automatically come in via pathology)
- Aortic Aneurism screening
- Retinal screening of diabetic patients (ensure QOF targets are met)
- Hospital Discharge / Test / Other Reports: Check throughout the day for emailed test results/discharge/other information from the hospital trust. Action by clicking on NHS mail in the scanning window. (see instructions)
- Post-Natal summaries: Code baby delivered. Send the new mother the congratulations letter and immunisation consent form saved in S1 communications/letters. Adding incomplete baby registration to S1. Task records to say a part registration has been completed. Send task to rota planners to book 8 week appt see protocol
- 111(Practice Plus group) messaging: Action all tasks that come in via out of hours/111. Action the tasks so they either go direct to the Duty Doctor or the patients SystmOne record
- IPGR Reports: actioning requests for IPGR reports and rejecting if fee not appropriate
- Communications Email: managing results that come in via the communications email and actioning as appropriately
- Repeat Prescriptions: Promptly action ALL requests for repeat prescriptions so that the patient has these well within 48 hours following the 48 hours prescribing process
- Systmonline Requests: Action all requests for prescriptions that come in via Systmonline. Check the free text messages are noted and processed
- Prescription workflow & tasks: Action prescription requests via the work flow and Tasks on SystmOne
- Test Results: Lead role in communicating test results query where needed with duty GP book telephone appointments as needed. Work with GPs to produce guidance notes on this aspect of work currently under review
- GP Tray: Check and distribute signed prescriptions etc.
- SystmOne Tasks: Ensure that tasks related to prescriptions are actioned promptly. Assist with actioning regular admin tasks. Seek support from admin manager and colleagues when needed.
- Reception Desk: Lunchtime (and other when needed) cover of Reception Desk duties
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Experience
Essential
- Methodical and accurate approach to administrative work
- Good analytical and numerical skills
- Clear telephone voice, polite, professional customer service manner
- Excellent IT skills in Microsoft Windows and the ability to learn the
- TPP SystmOne (medical computer records system) to an advanced
- level. Training will be provided.
- Previous GP Practice experience is beneficial but NOT essential
Desirable
- Previous GP Practice experience is beneficial but NOT essential
Person Specification
Qualifications
Essential
- GCSE grade A to C in English and Maths
Experience
Essential
- Methodical and accurate approach to administrative work
- Good analytical and numerical skills
- Clear telephone voice, polite, professional customer service manner
- Excellent IT skills in Microsoft Windows and the ability to learn the
- TPP SystmOne (medical computer records system) to an advanced
- level. Training will be provided.
- Previous GP Practice experience is beneficial but NOT essential
Desirable
- Previous GP Practice experience is beneficial but NOT essential
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.