About this role
Job summary
We are looking for a new member to join our Patient Admin team, working 20-25 hours per week, Monday to Friday. Working hours will be agreed between 8.00am and 6.30pm, with flexibility required to support service needs, including late shifts and holiday cover.
This post benefits from auto-enrolment into the NHS Pension Scheme membership andattracts 20 days annual leave + 8 bank holidays, rising to 25 days after 3 years.
If you are friendly, organised and committed to working as part of a small, dedicated team, we would love to hear from you. Previous experience in General Practice or healthcare would be an advantage, however a positive attitude, strong communication skills and a willingness to learn are the qualities we value most.
We offer a supportive working environment where every member of the team plays an important role in delivering high-quality care to our patients.
Main duties of the job
Assist and signpost patients to the most appropriate service or healthcare professional in a courteous, efficient and compassionate manner. Process appointments, patient enquiries and repeat prescription requests using the practice's digital systems. Maintain accurate electronic patient records, including patient registrations and demographic updates. Undertake a range of administrative duties contributing to effective and efficient running of Patient Admin Team. Work closely with clinicians, colleagues and other healthcare professionals to help deliver a high standard of care to registered patients
About us
Sully is a coastal village between Penarth and Barry. The Surgery situated on the main road and is a growing practice, serving approximately 5,000 patients.
Our clinical team consists of 5 GPs and 2 Practice Nurses, supported by an experienced management and administration team. We are also proud to support the training of future General Practitioners.
We pride ourselves on providing high-quality, patient-centred care in a welcoming and supportive environment. Every member of our team plays an important role in delivering excellent services to our patients, and we are committed to fostering a culture of teamwork, respect and continuous learning.
At Sully Surgery, we value staff wellbeing and work hard to maintain a positive work-life balance while providing opportunities for personal and professional development. Many of our patients have been registered with the practice for many years, reflecting the strong relationships we build within our local community.
Job description Job responsibilities
Job Title
Patient Admin Assistant
Job Purpose
To provide a professional, efficient administrative services to patients, visitors and healthcare professionals.
To assist patients in accessing the most appropriate healthcare professional or service in a courteous, efficient and compassionate manner.
To support the effective day-to-day running of the practice by undertaking a wide range of administrative duties and ensuring accurate management of patient information using the practice's digital systems.
Duties and Responsibilities
Patient Admin Services
Act as the first point of contact for patients, carers, visitors and healthcare professionals. Deal with patient enquiries in a courteous and confidential manner. Assist patients in accessing the most appropriate service or healthcare professional. Take and accurately relay messages to clinicians and other members of the practice team.
Appointment Management
Process appointment requests received by telephone, online services, email and in person. Book, amend and cancel appointments in accordance with practice procedures. Manage requests for home visits and clinician call-backs. Support patient recall programmes and appointment campaigns where required.
Administration
Maintain a thorough understanding of practice procedures and services. Work in accordance with all practice policies, protocols and procedures. Process incoming correspondence and workflow tasks as directed. Scan, file and accurately manage electronic documents within patient records. Undertake photocopying, filing and general office duties as required. Assist with administrative projects and service improvement initiatives. Support other members of the practice team with administrative tasks when appropriate.
Patient Records and Computer Systems
Register new patients and maintain accurate patient registration records. Process changes to patient demographic information including changes of address and contact details. Maintain accurate and up-to-date electronic patient records. Undertake data entry tasks in accordance with practice procedures and instructions. Use practice computer systems and digital technologies effectively and accurately. Support patients in accessing online services where appropriate.
Prescriptions
Process repeat prescription requests in accordance with practice protocols. Respond to routine prescription enquiries from patients and pharmacies. Escalate prescription queries to the appropriately.
Communication and Teamwork
Work collaboratively with clinicians, administrative staff and external healthcare organisations. Communicate effectively with patients, colleagues and healthcare professionals. Participate in team meetings and training activities. Contribute to maintaining a supportive and positive working environment.
Practice Operations
Maintain awareness of practice security procedures including alarms, doors and access arrangements. Assist with opening and closing procedures when required. Report any incidents, hazards or concerns in accordance with practice procedures. Undertake any other reasonable duties appropriate to the role.
Competence
You are responsible for recognising and working within the limits of your competence. If you have any concerns about undertaking a task safely or effectively, you should seek advice and support from your line manager or supervisor.
Risk Management
All employees have a responsibility to contribute to the identification, assessment and management of risk. This includes reporting incidents, near misses, hazards and concerns in accordance with practice policies and procedures.
Records management
As an employee of Sully Surgery, you are responsible for ensuring that all patient, clinical, financial and administrative records are created, maintained and managed in accordance with relevant legislation, NHS requirements and practice policies. All information must be handled securely and confidentially.
Health and safety
All employees have a duty to take reasonable care of their own health and safety and that of colleagues, patients and visitors. Staff are required to comply with practice health and safety policies and report hazards, incidents or defective equipment promptly.
Confidentiality
All employees are required to maintain strict confidentiality regarding patient, staff and practice information. Information must only be shared in accordance with practice policies, Information Governance requirements and Data Protection legislation.
Equality, Diversity and Inclusion
Sully Surgery is committed to promoting equality, diversity and inclusion. We aim to create an environment where patients, visitors and staff are treated with dignity, fairness and respect. All employees are expected to support these principles and contribute to an inclusive and welcoming workplace.
Flexibility statement
This job description is intended as a guide to the main responsibilities of the post and is not exhaustive. The duties and responsibilities may be reviewed and amended following consultation with the post holder to meet the changing needs of the practice.
Person Specification
Qualifications Essential
Minimum GCSE Grade C or Grade 4 in English and Mathematics, or equivalent qualification.
Desirable
ECDL Certificate NVQ Qualification (admin based)
Experience Essential
Experience of working with the general public
Desirable
Experience of working in General Practice, Primary Care or a healthcare setting. Experience of working in a busy reception or administrative environment.
Skills Essential
Excellent communication and interpersonal skills. Good organisational skills and attention to detail. Ability to work as part of a team and independently. Ability to remain calm under pressure and prioritise workload effectively. Good IT and keyboard skills. Competent in the use of Office and Outlook Commitment to maintaining confidentiality. Willingness to learn and undertake training. Ability to follow policy and procedure
Desirable
Experience of using clinical systems such as EMIS Web.
Personal Qualities Essential
Polite and confident Flexible and cooperative Self-motivated and reliable Honest with high integrity Loyal and trustworthy Able to work well under pressure Positive and professional attitude Good team player with strong communication skills
Desirable
Forward thinker Sensitive and empathetic in difficult situations
Other Essential
Willingness to work flexible hours if required to meet work demands
Desirable
Ability to speak Welsh
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 Sully Surgery
Address Sully Surgery
25 South Road
Sully
Penarth
CF64 5TG
United Kingdom
Employer's website https://sullysurgery.nhs.wales/ (Opens in a new tab)