Job responsibilities
Key Attributes
It is essential that the post holder is able to demonstrate an ability to work autonomously as well as part
of a team.
An ability to demonstrate initiative, empathy and problem-solving skills, along with strong
communication and negotiation skills at all levels.
An ability to engage in a professional manner applicable to this role.
To provide support and integration with other colleagues and teams within the organisation to work
collaboratively with different staff groups i.e. Physicians Associates / Clinical Pharmacist / Reception
team and Management Leads.
Main Duties:
1. Provide information to patients and carers where appropriate, to support them to make choices about
their care. This may include agreed information regarding self-management, results of investigations
and on- going care arrangements.
2. Be fully conversant with all required electronic systems for correspondence, including specialist
computer systems associated with the management of patients information i.e. EMIS, Docman, EDTs,
Scanning, EPS Tracker, Cerner Portal and E-Referrals Service.
3. Clinical coding and workflow of actions identified in EMIS and DOCMAN incoming documents
4. Prioritise work and take appropriate steps to manage incoming and outgoing requests for action and/or
information, including follow up, according to agreed timescales.
5. Exercise own judgement, based on acquired knowledge and experience, as to when to deal with queries
personally and when to contact the clinical professional, and with what degree of urgency, according to
agreed guidelines or management support.
6. Build and maintain professional and supportive relationships with others, within and across the medical
practice along with externally colleagues to improve the effectiveness and efficiency of services to
patients.
7. Provide information to patients and carers where appropriate, to support them to make choices about
their care. This may include agreed information regarding self-management, results of investigations
and on- going care arrangements.
8. Deal with referral enquiries from patients and outpatients departments. Manage the process from
creating a URBN, booking into appointments, and attaching referrals letters.
9. Managing Two Week Wait referral diagnostics
10. Act as a point of contact for the clinical and reception team, dealing and responding appropriately with
complex administrative queries. To respond to all queries in a professional and proactive manner.
11. Proactively arrange appointments and co-ordinate care for patients in vulnerable groups, those on the
EOLC register and those with severe frailty or multiple long-term conditions. Be the first point of contact
for these patients and their carers.
12. Proactively supporting our most at risk patients through the requirement outline in the proactive care
requirements
13. Support the organising, participating, taking minutes and addressing any actions and outcomes
discussed within practice MDT meetings
14. Assist and support the team in relation to providing an administrative service, managing own workload
and working to deadlines. Undertaking administrative duties such as emailing, scanning and work
flowing to hospitals, doctors and patient files.
15. Liaise daily by telephone and electronically with clinicians, calls from patients, hospitals, pharmacies and
other health professionals
16. Support the navigation of patient requests to ensure that they receive continuity of care from the most
appropriate health care professional.
17. Managing aspects of the GP Link report management i.e. FP22s, FP69s
18. Import/Workflow urgent incoming emails and to action within a timely response turnaround.
19. Support the On the Day Hub as required on a rotational basis.
Other:
To carry out other appropriate delegated duties as and when required.
Participate in regular team meetings
Ability to communicate in a confident, professional and confidential manner.
To maintain patient and practice confidentiality at all times.
To proactively support and mentor other reception/admin staff as appropriate
To be flexible with workload and time to support other administrative functions in the wider
organisation as and when required.
