About this role
Job summary
The post holder will support the Quality and Patient Engagement Manager and the wider Quality team with a range of administrative tasks.
This includes helping to manage the day-to-day administration of complaints, Subject Access Requests, patient online access requests, governance records, patient communications and other general administration.
The post holder will work with colleagues to make sure complaints, and governance tasks are recorded, followed up and kept up to date.
The role includes supporting the preparation of information, paperwork, and draft responses, with clinical decisions, complaint outcomes, and final responses being reviewed and approved by the appropriate senior or clinical member of staff.
Main duties of the job
Coordinate the practice complaints process, ensuring cases are managed accurately and within agreed timescalesPrepare complaint documentation, correspondence, and investigation records to support effective resolutionMonitor and manage the Patient Care email inbox, prioritising enquiries and escalating complex issues where requiredProvide administrative support for clinical governance activities, including Significant Events, audits, and quality improvement initiativesProcess Subject Access Requests, Online Access Requests, and other information governance tasks in line with relevant proceduresMaintain accurate records, spreadsheets, and report governance compliance and performance monitoringPrepare agendas, take minutes, and coordinate documentation for governance and quality meetingsSupport regulatory compliance by maintaining policies, governance records, and evidence for inspections and auditsAdminister Personally Administered Items claims, ensuring accurate record and timely submissions of claimsDeliver professional, empathetic customer service while supporting patients, clinicians, and colleagues with administrative queriesDeliver
About us
We are friendly GP practice with over 70 years of history, led by a stable, forward-thinking Partnership that is ready to embrace the new look of Primary Care.
We have four site and over 46,000 patients across the city of Derby.
We seek someone who is keen to become a part of a growing and supportive team and is looking to work in an ambitious practice.
In return, Lister House Surgery will offer you the following benefits:
Generous holiday entitlementNHS Pensions SchemeAccess to variety of NHS discountsEmployee EAP well-being supportEmployee discounts
Job description Job responsibilities
Please view the attached Job Description and Person Specification for full details regarding this post.
Person Specification
Other Requirements Essential
Disclosure and Barring Service (DBS) check Maintains confidentiality at all times
Desirable
Full UK driving licence
Qualifications Essential
Qualified to GCSE standard or NVQ equivalent
Experience Essential
Experience of working within a busy office environment
Desirable
Experience of working in a healthcare setting
Personal Qualities Essential
Polite and confident Flexible and cooperative Excellent interpersonal skills Motivated and proactive Ability to use initiative and judgement Sensitive and empathetic in distressing situations Ability to work under pressure
Skills Essential
Excellent communication skills (written, oral, and presenting) Excellent time management (planning and organising)
Desirable
Skilled in Microsoft Office software SystmOne Clinical system >1 year
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 Lister House Surgery
Address 207 St Thomas Road
Pear Tree
Derby
DE23 8RJ
United Kingdom
Employer's website https://www.listerhousesurgery.co.uk/ (Opens in a new tab)