About this role
Job summary
An exciting opportunity has arisen to join the friendly team at Combe Coastal Practice as a Patient Services Administrator.
This is a varied and rewarding front-line role where you will be the first point of contact for our patients, helping them to navigate and access the most appropriate services, both within and outside the practice.
We are looking for someone with a positive, can-do attitude, excellent communication skills and, most importantly, the ability to listen with empathy, patience and understanding. You will need to be confident dealing with a wide range of people and situations, while remaining calm, professional and approachable.
You'll be joining a friendly, close-knit team where colleagues support one another and work together to provide the best possible experience for our patients.
If you're looking for a rewarding and varied role where no two days are the same, and you'd like to make a real difference to patients and the wider practice team, wed love to hear from you. Come and join us!
Please be aware, a permanent contract may be offered to the right candidate.
Main duties of the job
To manage the flow of patients attending the reception desk, providing a friendly, professional and efficient service for appointments, prescriptions and general enquiries.
To answer and manage telephone calls appropriately, ensuring patients receive a professional, helpful and courteous service.
To process repeat prescription requests accurately and efficiently, following practice procedures and ensuring patient safety at all times.
To undertake a wide range of electronic, administrative and clerical tasks appropriate to the role, supporting the smooth and effective running of the practice.
To undertake other duties as required by the Patient Services Team Leader or Practice Management Team, recognising that responsibilities may vary in response to the practices changing workload, priorities and staffing requirements.
About us
With over 18,000 registered patients, Combe Coastal Practice is the largest GP practice in North Devon. Our main surgery is based in Ilfracombe, with branch surgeries in Combe Martin and Woolacombe, allowing us to provide care to patients across our local coastal communities.
We are a busy and well-established teaching practice, with a dedicated team of 12 GP Partners and 6 Salaried GPs, supported by strong Management, Nursing and Administrative teams.
At the heart of Combe Coastal Practice are our patients and our people. We take a truly patient-centred approach, always striving to ensure that our patients feel listened to, supported and cared for. We are proud to be part of the local community, and our connection to Ilfracombe, Combe Martin, Woolacombe and the surrounding areas means a great deal to us. We understand the importance of providing a friendly, accessible and compassionate service to the communities we are privileged to serve.
We are also proud of our close-knit, family-like team. We believe that supporting one another is just as important as supporting our patients. Our teams work closely together, sharing knowledge, helping each other through busy days and celebrating successes along the way. We value kindness, teamwork, respect and a willingness to step in and help wherever needed.
Job description Job responsibilities
Job Summary:
To receive, assist and direct patients to the appropriate service or healthcare professional in a courteous, efficient, and effective way To undertake a variety of administrative duties to assist in the smooth running of the practice To facilitate effective communication between patients, members of the practice team and other associated healthcare agencies.Accountable to: General Practitioners (for medical matters)
Patient Services Team Leader (for admin matters)
Management Team (for all other matters)
KEY RESPONSIBILITIES:
To manage the flow of patients arriving at the reception desk, for appointments, prescriptions or queries. To ensure all telephone calls are managed appropriately and professionally. To ensure that repeat prescriptions are generated accurately and efficiently To carry out a full and wide range of electronic and admin tasks appropriate to the role Duties maybe varied from time to time under the direction of the Patient Services Team Leader or Management, dependent on current and evolving practice workload and staffing levels.KEY COMPETENCIES:
I.T literate with a sound knowledge of Microsoft Office and email handling Excellent administration skills with relevant work experience within an administration or secretarial team An awareness of confidentiality, diversity, and data security requirements Excellent verbal and written communication skills Good problem-solving skills, with good attention to detail Ability to recognise and manage challenging situations in a calm and professional manner. Ability to deal with people in distress in a calm and confident manner A flexible approach, good team player and good sense of humourKEY TASKS:
Front Desk duties:
Greeting and booking in of patients for surgeries and clinics. Dealing with patient enquiries efficiently and courteously. Process appointment requests Dealing with all telephone queries/requests from patients and acting as liaison with the Doctors/Nurses as necessary. Receive and sign for deliveries ensuring they are passed to the appropriate person in a timely way, particularly cold chain items Advising patients of relevant charges for private services Receiving specimens from patients ensuring all their details have been recorded whilst following Health & Safety policy.General administration duties:
All administrative and electronic duties are to be carried out in an accurate and timely manner. These include, but are not confined to the following:
Communication
Process appointment and home visit requests from patients ensuring sufficient information is recorded to assist the GP/Nurse Dealing with all telephone queries/requests from patients and other healthcare professionals and passing on accurate and precise messages as appropriate Signposting patients to the appropriate healthcare professional/service. Contacting patients as requested by GPs/nurses Communicate with patients via patient record text messagePrescriptions
Process repeat medication requests sent in by patients and pharmacies according to practice protocols. This includes:
Checking and processing online, email and paper requests Collecting paper requests from the internal prescription mailbox Liaising with patients and pharmacies regarding queries and requests Ensuring that any queries are highlighted to the relevant GPGeneral Admin Duties
Registering new patients following the Registration Protocol. Photocopying of notes and other information (in reception this includes: ensuring enough forms are printed or photocopied: consent forms, appointment card, change of details etc.). Changing details on SystmOne i.e., change of address, telephone numbers etc. Process queries to and from patients, GPs, and other healthcare staff Emailing of documents to patients and other agencies.Scanning
Ensure that all incoming and internal patient correspondence is scanned into the patient record and that relevant information is coded according to practice protocols Forward processed documents to the appropriate healthcare professionalMail Handling
Opening and distribution of practice internal and external post Open and process email correspondenceAdditional administration duties:
These duties may also be required following appropriate training.
Ensuring building security/premises at the end of the day and ensure the building is totally secured, internal lights off and alarm activated.Secretarial Duties
Provide a secretarial service for GPs including audio typing, processing electronic referrals and dealing with related queriesSummarising and coding
Code medical data as appropriate Summarise patient recordsNurse clinics
Maintain and monitor patient call and recall appointments Maintain and monitor chronic disease registers Manage and record national screening recalls and results Maintain and monitor immunisations call and recall appointmentsI.T Support
Carry out computer searches Carry out audits as requested Access and process email and online correspondence, queries and request Manage bulk patient text messaging / mailingRegistrations
Process and deal with queries relating to patient registrations, patients leaving the practice and deaths via SystmOne LinksOther Information:
Cover for other Admin team members may be required for sickness and annual leave. To carry out any other duties agreed between employee and the practice to ensure the smooth running of the practice.Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the Staff Handbook, and the Practice Infection Control Policy, this will include:
Using personal security systems with the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills Keeping own work areas and general/patient areas free from hazards. Reporting potential risks identified.Equality and diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.Personal/professional development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar workQuality:
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload, and resources Participate in audit where appropriateCommunication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordinglyNHS Pension Scheme:
The post holder will automatically be enrolled in the NHS Pension Scheme (subject to eligibility checks).
Person Specification
Qualifications Essential
GCSE grade A to C or equivalent in English and Maths.
Desirable
NVQ 3 in Business Administration or similar qualification or relevant work experience
Experience Essential
Experience of working in a fast paced, high volume office environment. Experience of working with the general public in either a patient or customer facing role.
Desirable
Experience in General Practice, within the wider NHS or within Public Services. Experience of working with SystmOne or other clinical software. Secretarial experience.
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 Combe Coastal Practice
Address Combe Coastal Practice
The Medical Centre
St. Brannocks Road
ILFRACOMBE
Devon
EX34 8EG
United Kingdom
Employer's website https://www.combecoastalpractice.co.uk/ (Opens in a new tab)