About this role
Job summary
Are you passionate about delivering excellent customer service and making a difference to people's healthcare experience? Weare looking for a friendly, organised and customer-focused individual to join our team as a Patient Admin Services Assistant. This is an exciting opportunity to become part of a busy and supportive GP practice, where you will play a vital role in delivering an excellent experience for our patients and supporting the smooth day-to-day operation of the practice.
As one of the first points of contact for patients, you will be responsible for providing a professional, caring and efficient service, helping patients access the care and support they need. The role is varied and rewarding, combining reception, administrative and patient support duties within a fast-paced healthcare environment.
Previous experience working within Primary Care or the NHS would be desirable, although full training will be provided for the right candidate. Experience of using EMIS Web would be advantageous but is not essential.
Main duties of the job
We are looking for a highly organised and motivated Patient Admin Services Assistant to join our friendly and supportive GP practice team.
The successful candidate will provide excellent customer service to patients, staff and external organisations whilst supporting the smooth day-to-day running of the practice. Duties include managing appointments, processing patient registrations, handling telephone and face-to-face enquiries, processing repeat prescriptions, assisting with home visit requests and maintaining patient records.
The role also involves a range of administrative responsibilities, including scanning and filing documents, managing correspondence, processing referrals, supporting clinicians and the wider team, maintaining records, preparing reports and assisting with performance returns.
You will liaise with patients, healthcare professionals and external agencies and contribute to the efficient operation of reception and administration services. The successful candidate will be expected to work flexibly, provide cover for colleagues and participate in ongoing training.
We are seeking an individual with excellent communication and IT skills, a professional and caring manner, strong attention to detail and the ability to work effectively in a busy environment whilst maintaining confidentiality.
This is an excellent opportunity to join a patient-focused practice committed to delivering high-quality care to our local community.
About us
The Heron Practice, is a dynamic,multi-award-winning teaching Partnership, serving patients in the community for more than 30 years, in the Woodberry Wetlands region looking after circa 12,000 patients.
Located close to Manor House underground station, offering a friendly and supportive working environment. We are looking for PASA of all experience levels to join us on our mission to provide accessible care to our patients. Full complement of staff including Salaried Doctors, Clinical Pharmacist, Practice Nurses, Physician Associate, Health Care Assistants, Physiotherapists, Paramedic, Social Prescriber, Mental Health Practitioner, Patient Admin Services staff round out our team.
Job description Job responsibilities
Responsibilities: Full Job Description Available
The duties and responsibilities to be undertaken when in the services team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Patient Services Supervisor and dependent on current and evolving practice workload and staffing levels:
Opening up/locking-up and maintaining security of the area occupied by the practice in accordance with practice procedures
Maintaining and monitoring the practice appointments as required
Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional where appropriate
Dealing effectively with telephone and other enquiries, taking messages and passing on information to team members as necessary
Processing new patient registrations and removing/transferring existing patients, including the in/out movement of patient records, as required
Processing repeat prescriptions in accordance with practice protocols, including requests sent via Patient Online Access.
Entering requests for home visits onto the clinical system, ensuring careful recording of all relevant details and where necessary refer to the Duty Doctor.
Contacting patients informing them of any action which may have been taken following their completion of E-consult forms, for example advise a prescription has been done.
Undertaking computer data entry/data allocation and collation; processing and recording information in accordance with practice protocols
Filing patient notes, clinical letters/results and other correspondence as well as undertaking general administrative duties such as photocopying and scanning as required
Clearing and re-stocking consulting rooms as required
Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Processing and distributing incoming (and outgoing) mail as required
To provide comprehensive administrative support to members of the multi-disciplinary practice team as required. This means using other NHS/third party computer systems to produce letters, reports and correspondence as well as photocopying and filing etc.
To be responsible for scanning, marry up of medical records, data entry, notes summarising and file maintenance/archiving etc. as required and in accordance with practice protocols and procedures.
To receive, open and distribute incoming mail, responding to routine matters where appropriate.
To deal effectively with referrals and other tasks as required.
To deal effectively with telephone and other enquiries relating to the Practice, communicating information to and from team members as necessary.
To liaise with other NHS organisations/staff and outside agencies regarding patient or practice matters on behalf of the clinical team.
To set up meetings, prepare agendas, take minutes and distribute notes of meetings as required.
To be responsible for arranging and maintaining adequate levels of stationary and other general office supplies.
To maintain appropriate records and prepare reports/statistics as required.
To assist with monthly, quarterly and annual performance returns and payment claims as required.
Providing cover as required in the absence of a team member(s).
To attend practice meetings as required and take minutes.
To participate in planned programmes of training and to undertake mandatory training as required.
Produce and circulate regular monitoring reports
Assist the Management Team/Partners in ensuring compliance with contracts and specifications as required
Person Specification
Qualifications Essential
GCSE Grade A to C in English and Maths
Desirable
Qualifications in healthcare
Experience Essential
Proven experience of working in an office environment. Excellent computer skills (preferably using Microsoft software eg. Word and Excel). Excellent communication, interpersonal and customer care skills. Excellent organisational skills to include effective time management and the ability to prioritise ones own workload. Good telephone manner. Ability to work with minimum supervision and as part of a team. Ability to maintain a high level of confidentiality. Ability to work to tight timescales/deadlines and under pressure, whilst maintaining accuracy and attention to detail. Ability to use own initiative and to be innovative. Flexible working attitude. Ability to relate well to staff at all levels. An awareness of and commitment to Equal Opportunities.
Desirable
Previous reception/ administrative experience working within an NHS setting. Experience of working in a customer focused environment. Ability to use the EMIS clinical system. Ability to use NHS systems eg. e-Referrals
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 The Heron Practice
Address The Heron Practice
Johns Scott Health Centre
Green Lanes
London
N4 2NU
United Kingdom
Employer's website https://www.heronpractice.co.uk/ (Opens in a new tab)