About this role
Job summary
Job Title: Patient Services Administrator
Job Type: Permanent, Full-time, Part-time
Salary:Depending on experience
Expected Hours: Part time / full time hours considered.To include one late night a week until 6.45pm;
Also, as part of the patient services team on a rota basis - 1 late Wednesday until 8pm and Saturday cover (1-2 per month)
Job Summary
Alton Street Surgery is looking for an enthusiastic individual to join their friendly reception team as a Patient Services Administrator.
You will play a crucial role in ensuring the smooth functioning of our busy practice.
To excel in this role, you should possess good computer skills, a team-oriented mind-set, excellent communication skills and the ability to multitask and prioritise tasks in a fast-paced environment.
Main duties of the job
Responsibilities include:
Handling patient enquiries with professionalism and empathy.
Answering telephone calls, advising patients and booking appointments with the appropriate healthcare professional.
Greeting and assisting patients at the reception desk.
Performing day-to-day administrative tasks to support the efficient operation of the practice.
Rotating to answer calls and managing day-to-day administrative tasks.
About us
Alton Street Surgery is well established and has a very good reputation for patient care and accessibility. In 2018 the surgery received a rating of Outstanding from the CQC. The practice provides care to approximately 11,700 patients in Ross-on-Wye and surrounding rural areas.
We have a young and enthusiastic Partnership who are family friendly and who encourage a strong team ethos within the surgery. It is very important to the partners that this is maintained and developed. Learning is important in the organisation, and the partners encourage the development of staff.
Job description Job responsibilities
The following are the core responsibilities of the Patient Services Administrator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
Patient Contact Reception & Care Navigation
Provide a professional, friendly and efficient frontofhouse service in person, by telephone and online.Act as first point of contact, using care navigation to direct patients to the most appropriate clinician or service, including community and selfcare options where suitable, escalating to clinical staff when needed.Book, amend and cancel appointments in line with practice guidelines; manage arrivals, waiting lists and support capacity planning. Undertake opening and closing procedures; provide extended access cover (e.g. Wednesday until 8pm) and occasional Saturday rota cover as required.Clinical Correspondence & Referrals
Receive, manage and process incoming clinical correspondence (e.g. hospital letters, reports, test results), ensuring accurate distribution for review and action. File/scan documents promptly to patient records within the clinical system, maintaining clear audit trails. Prepare and submit patient referrals (including via NHS e-Referral Service), ensuring required clinical information and documentation are included; track and follow up as appropriate. Provide secretarial support to clinicians, including typing letters and handling external correspondence requests.Records Management, Summarising & Clinical Coding Accurately summarise new and transferred records and update patient histories in the clinical system. Apply appropriate clinical codes to diagnoses, procedures and concepts to maintain highquality data. Administer daily document workflow (e.g. document management queues), scanning, coding and assigning to the correct clinician in a timely manner. Liaise with Primary Care Support England (PCSE) for the accurate receipt and processing of paper records.
General Administration & Communication
Process incoming and outgoing post; manage practice correspondence and maintain organised filing systems. Assist with Subject Access Requests (SARs) and thirdparty requests (e.g. insurance, solicitors, DVLA) in line with policy. Support clinicians with nonclinical administrative tasks and prescription/medication administration in accordance with practice procedures. Respond to patient queries regarding referrals, appointments and documentation, providing clear information while maintaining confidentiality.Information Governance, Safeguarding & Compliance Handle all patient information in accordance with information governance, data protection and confidentiality policies. Follow practice policies, standard operating procedures and contribute to CQC compliance and inspection readiness. Identify and escalate risks, incidents, safety and safeguarding concerns appropriately; support incident reporting and risk management processes.
Teamworking & Meetings
Work collaboratively with clinical and administrative colleagues; communicate effectively to support smooth daily operations. Attend and contribute to patient services team meetings and relevant practice meetings (e.g. clinical governance). Provide flexible cover across the team during peaks in demand, annual leave and sickness. Consult with the Patient Services Manager as the designated first point of contact for any arising queries.
Digital Systems and Automation
Confidently use a range of digital software and patient management systems to support efficient service delivery. Maintaining accurate electronic records, navigating clinical and administrative platforms, and utilising digital tools to streamline workflows such as appointment scheduling, referrals, and patient communications. Support the implementation of new digital systems and automation
SECONDARY RESPONSIBLITIES
In addition to these primary responsibilities, the Patient Services Administrator may also be required to:
Participate in local initiatives to enhance service delivery and patient care Support and participate in shared learning within the organisation
This job description is not exhaustive. You should understand that your job title and job description may be amended from time to time and that you may be called upon to carry out additional or other duties as may reasonably be required.
Person Specification
Experience Essential
- Experience of working with the general public
Desirable
- Experience of administrative duties - Experience of working in a healthcare setting - Experience of prescription administration
Skills, Knowledge and Behaviour Essential
- Excellent communication skills (written and oral) - IT Skills (MS Office, Internet etc) - Good interpersonal skills - Time management - Able to work under pressure - Able to work as a team member and autonomously - Motivated - Clear, polite telephone manner - Effectively utilise resources - Embrace change in working practices in a positive manner - Able to deal with patients and colleagues in a professional and sympathetic manner - Willingness to undertake out of hours working if required - Adopts a flexible and proactive approach to work duties
Desirable
- Experience of EMIS medical information system
Qualifications Essential
- GCSE Grade C and above in English Language and Maths
Desirable
- AMSPAR Receptionist's qualification
Other Essential
- Confidentiality - Must be flexible (cover for sickness and leave) - Must be willing to undergo training - Standard Disclosure clearance from the Disclosure and Barring Service - Able to work at different locations if required in the future and to work flexibly including evenings and weekends if required (e.g. flu clinics and occasional extended hours) - Confidentiality - Strong work ethic with a mature and professional approach to work
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 Alton Street Surgery
Address Alton Street Surgery
Alton Street
Ross-on-wye
Herefordshire
HR9 5AB
United Kingdom
Employer's website https://www.altonstreet.nhs.uk/ (Opens in a new tab)