Administrator

Job description

Job responsibilities

Wandsworth GP Federation (WGPF) is a GP practice-owned community interest company established to support and develop local general practice and to provide quality healthcare for all the people of Wandsworth.We have a track record of providing patient focused healthcare services, while working to improve the capability of the Wandsworth healthcare system to provide better services for its patients.

WGPF is the lead provider for the Multi-specialty Community Provider (MCP) in Wandsworth, integrating primary and community health & care services in the borough.

WGPF has built collaborative working relationships with the 9 local Primary Care Networks, operating as Primary Care Wandsworth, to ensure a strong voice and influence for primary care in the further development of place arrangements as part of the South West London Integrated Care System (ICS). WGPF is also a founder member of the South West London Primary Care Provider Alliance, a strategic collaboration of the 6 GP Federations within the ICS area.

Job Summary

We provide Musculoskeletal (MSK) appointments in the community for a range of conditions within the Musculoskeletal Interface Clinics. The service also provides a Single Point of Access for a range of MSK related conditions.

You will support the services by acting as a point of contact for patients, referrers, and other health care professionals delivering a high-quality experience. You will also play a key role in the team proactively managing your day to ensure the broad range of administrative tasks are delivered to a high standard. The role involves good communication and interpersonal skills, being a team player is essential in the smooth running of a growing service. WGPF ensure flexibility and encourage growth within staff.

The role involves responsibility for a range of administration activities across a number of contracts. The role requires that tasks are responsibly and proactively managed and that any issues that arise are dealt with personally or delegated as required.

Processing referrals

• Process referrals via E-Referral System ensuring they are logged on to the clinical system accurately and in a timely manner.

Liaising with referring GPs, clinicians and service users to allocate patients to the correct clinical pathway as determined by triage. Using the EMIS booking system to enter patient details, book appointments. generate confirmation letters and create reports for GPs.

• Dealing with difficult and sensitive information and respecting patient confidentiality through every task.
• Ensuring patient records are kept on the correct pathway and clinical. correspondence is requested and dealt with in a timely manner.
• Accurately input information into EMIS System.
• Respond efficiently to patient enquiries.

Dealing with service users

• A professional telephone manner but warm and friendly disposition is required. To be clear and explain in way that service users will understand. e.g. avoiding excessive use of jargon.
• Efficiently take and pass all messages to the required recipient.
• Check the voicemail and deal with calls as required
• Dealing with difficult and sensitive information and respecting patient confidentiality.
• Effectively receive and deal with all customer enquiries efficiently Accurately input information into EMIS (Egton Medical Information System)

• Respond efficiently to patient enquiries and ensure any queries raised during calls/visits are dealt with or passed to the appropriate person

IT Systems

• Confident and efficient with EMIS Clinical System and E-Referral System (after training, EPR, NHSmail as required)
• Microsoft products (Outlook, Word and Excel)

Other activities

• General clerical duties including filing, photocopying, shredding, processing post and franking.
• Support colleagues to ensure work is equitably shared amongst the team
• Support ad hoc projects as required and delegated by the Service Manager
• Contribute your ideas and suggestions to ensure we continually improve what we do
• Reviewing own work practices and where appropriate putting forward proposals for change

The list of key responsibilities is not exhaustive, and the post holder may be required to undertake other relevant and appropriate duties as reasonably required.

Person Specification

Qualifications

Essential

• Education to GCSE level or equivalent
• Computer literate

Desirable

• Evidence of further education

Knowledge and Understanding

Essential

• Some understanding of the healthcare landscape

Personal Attributes

Essential

• Ability to communicate effectively with a team at various levels
• Ability to work autonomously and as part of a team
• Ability to deal with conflicting demands
• Excellent interpersonal skills
• Ability to work well under pressure and to tight deadlines
• A good team player who has the ability to support others when required

Experience

Essential

• Experience of working with the public in an office environment with good customer relation skills
• Experience in handling difficult situations
• Previous administrative and customer service experience
• Confident with using EMIS Web

Desirable

• Previous experience working in a healthcare environment

Skills & Abilities

Essential

• Proficiency in Word and Excel packages to a minimum of intermediate standard
• Excellent communication skills
• Excellent organisational skills
• Have the ability to remain calm when working under pressure and work without close supervision
• Excellent keyboard and accuracy skills with regard to data entry
• Skilled in time management and prioritising complex workload
• Experience of supporting staff in an administrative capacity
• Multi-Tasking skills

Desirable

• Evidence of personal goals

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

Wandsworth GP Federation

Address

Bolingbroke Medical Centre

Wakehurst Road

London

SW11 6BF

Employer's website

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