Job summary
To assist the Special Allocations Scheme (SAS)
Clinical Admin Lead in the efficient administrative case management of the service.
To carry out administration function of the SAS,
ensuring all duties are performed effectively and to the required standard,
meeting the objectives of the service.
To provide an effective reception function
including access to the service by patients and professionals via telephone and
digital interactions.
To support the management team in promoting EDI, SHEF,
quality and continuous improvement, confidentiality, collaborative working,
service delivery, learning and development, and to carry out other duties as
directed by the management team.
Main duties of the job
The
following are the core responsibilities of the post holder. There may be, on
occasion, a requirement to carry out other tasks; this will be dependent upon
factors such as workload and staffing levels.
The
post holder is responsible for:
- Providing day-to-day administration and
support operations of the service, under the direction of the SAS Clinical
Admin Lead
- Participating in team training where
required
- Supporting the SAS Clinical Admin Lead
in the effective case management of the SAS service
- Following office processes and
procedures efficiently
- Dealing with correspondence and
interactions with external organisations such as the other health and social
care colleagues, local police, solicitors, DVLA and other agencies
- Providing initial guidance and advice to
patients who wish to complain
- Ensure the phone line and all digital sources
of interaction (such as email and clinical systems that patients and others
access externally) are staffed accordingly, with excellent customer service a
focus of the team
- Provide reception and chaperoning for face-to-face SAS
services in Bradford, Wakefield District and Leeds
About us
Bevan is a growing, progressive and award winning Social Enterprise. We provide a range of primary, community and hospital based healthcare services in Bradford, Leeds, Wakefield, Calderdale & North Yorkshire, for people who are homeless or vulnerably housed, refugees and people seeking asylum, and other groups who find it hard to access mainstream healthcare.
"Health, Hope and Humanity"
VISION
Health equality and wellbeing for all
MISSION
Operating as an exemplar social enterprise, we will pioneer and provide inclusion health services that positively change the lives of people in need and enable local communities to thrive.
Job description
Job responsibilities
Administrative Support
-
Provide day-to-day administrative and operational support to the SAS service, under the direction of the SAS Clinical Admin Lead.
-
Follow established office and administrative processes to ensure consistency and compliance.
-
Maintain accurate data and records on relevant systems, ensuring confidentiality and compliance with data protection legislation.
Communication and Reception
-
Provide an effective reception function for SAS services across Bradford, Wakefield District, and Leeds.
-
Handle incoming telephone calls, emails, and other digital communications promptly and professionally.
-
Ensure the phone line and all digital sources of interaction (such as shared inboxes and clinical systems) are monitored and staffed appropriately.
-
Deliver excellent customer service to patients, professionals, and partner agencies.
-
Provide initial guidance to patients wishing to make complaints, following established procedures.
-
Offer chaperone support during face-to-face SAS appointments as required.
Service and Quality Support
-
Support the SAS Clinical Admin Lead in meeting service objectives and key performance indicators (KPIs).
-
Participate in and contribute to team meetings and service development discussions.
-
Monitor and promote the use of patient feedback mechanisms, including the Friends and Family Test (FFT).
-
Contribute to continuous improvement (CI) initiatives and identify opportunities for process efficiency.
-
Assist with the collection and reporting of data to support Quality and Outcomes Framework (QOF) and other performance measures.
Professional and Team Responsibilities
-
Participate in mandatory and role-specific training as required.
-
Uphold the Bevan values, ensuring that equality, diversity, inclusion, confidentiality, and professionalism are maintained at all times.
-
Work collaboratively with colleagues across the service and the wider organisation.
-
Undertake other duties as required, commensurate with the post and its responsibilities.
Job description
Job responsibilities
Administrative Support
-
Provide day-to-day administrative and operational support to the SAS service, under the direction of the SAS Clinical Admin Lead.
-
Follow established office and administrative processes to ensure consistency and compliance.
-
Maintain accurate data and records on relevant systems, ensuring confidentiality and compliance with data protection legislation.
Communication and Reception
-
Provide an effective reception function for SAS services across Bradford, Wakefield District, and Leeds.
-
Handle incoming telephone calls, emails, and other digital communications promptly and professionally.
-
Ensure the phone line and all digital sources of interaction (such as shared inboxes and clinical systems) are monitored and staffed appropriately.
-
Deliver excellent customer service to patients, professionals, and partner agencies.
-
Provide initial guidance to patients wishing to make complaints, following established procedures.
-
Offer chaperone support during face-to-face SAS appointments as required.
Service and Quality Support
-
Support the SAS Clinical Admin Lead in meeting service objectives and key performance indicators (KPIs).
-
Participate in and contribute to team meetings and service development discussions.
-
Monitor and promote the use of patient feedback mechanisms, including the Friends and Family Test (FFT).
-
Contribute to continuous improvement (CI) initiatives and identify opportunities for process efficiency.
-
Assist with the collection and reporting of data to support Quality and Outcomes Framework (QOF) and other performance measures.
Professional and Team Responsibilities
-
Participate in mandatory and role-specific training as required.
-
Uphold the Bevan values, ensuring that equality, diversity, inclusion, confidentiality, and professionalism are maintained at all times.
-
Work collaboratively with colleagues across the service and the wider organisation.
-
Undertake other duties as required, commensurate with the post and its responsibilities.
Person Specification
Qualifications
Essential
- Good standard of education
- GCSE, O Level or equivalent in English & Maths Level C or above
- Evidence of higher education in an administrative/business field
- Willing to undertake further training and development
Desirable
- Practice receptionist (e.g.PRP, NCFE) or Customer Care (e.g.NVQ) qualification
- European Computer Driving License (ECDL), ELITE or equivalent IT qualification
Special Knowledge & Skills
Essential
- Able to maintain strict confidentiality in all aspects of work
- Excellent communication and interpersonal skills on the telephone and face to face
- Able to communicate with a range of people in a manner appropriate to their needs and situation
- Good keyboard skills
- Working knowledge of Microsoft Office
- Good organisational and time management skills
Desirable
- Understanding of Data Protection and Information Governance principles
-
- Knowledge of health and safety issues in the workplace
Experience
Essential
- Previous experience of working in a customer focused role
- Experience of dealing with people from a wide range of backgrounds/different cultures
- Previous clerical/administrative experience in Primary Care
- Experience of SystmOne
Desirable
- Previous experience of working in a GP Practice
- Experience of reporting/summarizing on SystmOne
Additional Requirements
Essential
- Calm under pressure
- Tactful and diplomatic
- Able to provide cover for annual or sick leave on a rota basis, occasionally at short notice
- Able to work on own initiative or part of a team
- Positive and flexible approach to working arrangements
- Able to plan and organize own time and workload
- Eligible to work in UK
Desirable
- Committed to the Social Enterprise model of business and patient care
Person Specification
Qualifications
Essential
- Good standard of education
- GCSE, O Level or equivalent in English & Maths Level C or above
- Evidence of higher education in an administrative/business field
- Willing to undertake further training and development
Desirable
- Practice receptionist (e.g.PRP, NCFE) or Customer Care (e.g.NVQ) qualification
- European Computer Driving License (ECDL), ELITE or equivalent IT qualification
Special Knowledge & Skills
Essential
- Able to maintain strict confidentiality in all aspects of work
- Excellent communication and interpersonal skills on the telephone and face to face
- Able to communicate with a range of people in a manner appropriate to their needs and situation
- Good keyboard skills
- Working knowledge of Microsoft Office
- Good organisational and time management skills
Desirable
- Understanding of Data Protection and Information Governance principles
-
- Knowledge of health and safety issues in the workplace
Experience
Essential
- Previous experience of working in a customer focused role
- Experience of dealing with people from a wide range of backgrounds/different cultures
- Previous clerical/administrative experience in Primary Care
- Experience of SystmOne
Desirable
- Previous experience of working in a GP Practice
- Experience of reporting/summarizing on SystmOne
Additional Requirements
Essential
- Calm under pressure
- Tactful and diplomatic
- Able to provide cover for annual or sick leave on a rota basis, occasionally at short notice
- Able to work on own initiative or part of a team
- Positive and flexible approach to working arrangements
- Able to plan and organize own time and workload
- Eligible to work in UK
Desirable
- Committed to the Social Enterprise model of business and patient care
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.
