About this role
Job summary
The hours required are: Monday 1 - 6.30pm, Tuesday 1 - 6.30pm, Wednesday 8am - 6pm, Thursday 8am - 6pm, Friday DAY OFF. Total 30 paid hours.
The role of the Patient Services Administrator is to be the first contact for patients, their family/carers, visitors and other third parties. There are many methods of interaction between the Patient Services Administrator and service users including telephone, face to face, email and e-consultation. The Patient Services Administrator is to be a knowledgeable person whose role is to support, guide and assist service users in navigating our services. The Patient Services Administrator is to tailor their approach to suit that of the service user, ensuring that they always provide clear, polite and professional guidance and instruction.
Enthusiasm, professionalism, strong teamwork ethos and attention to detail are skills that are required of the post-holder. A good level of IT skills is also a requirement as there are many systems that the post holder will need to use.
Main duties of the job
The Patient Services Administrator is responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
About us
We are a two-site dispensing Practice, the largest of 6 practices making up the Outer Exeter PCN, situated on the eastern edge of Exeter, we have a growing patient population of 18,400 patients and provide primary care to a mix of city based and rural populations. The area boasts access to Dartmoor, Exmoor, beautiful beaches and the historic city of Exeter.
Job description Job responsibilities
Main responsibilities
To provide high-quality administrative support to the Practice to include:
a. Maintaining and monitoring the practice appointment system.
b. Process personal, telephone and e-requests for appointments.
c. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
d. Signpost patients, and in appropriate circumstances, refer patients to the correct service (CPCS).
e. Initiating contact with and responding to, requests from patients, team members and external agencies.
f. Read code data on EMIS Web.
g. Photocopy documentation as required.
h. Data entry of relevant patient information as required, for example, influenza clinics.
i. Input information into the patients healthcare records as necessary, for example, an ongoing patient query, so that the team can assist in your absence.
j. Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team.
k. Manage all queries as necessary in an efficient manner.
l. Take payment over the counter as appropriate.
m. Maintain a clean, tidy, effective working area at all times.
n. Monitor and maintain the reception area and notice boards.
o. Support all clinical staff with general tasks as requested.
p. Partake in audit as directed by the audit lead.
q. Opening, distributing and scanning internal and external post.
r. Responding to patient and third-party emails and with appropriate consent, attaching requested data in response.
s. Support administrative staff, providing cover during staff absences.
t. Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
u. Complete opening and closing procedures in accordance with the duty rota.
v. Management of prescription requests, ensuring they are processed accurately and efficiently.
w. Completing the opening and closing procedure daily.
x. Assisting patients to sign-up to online services and offering simple troubleshooting advice.
y. To stay up to date with required mandatory training.
The above list is not exhaustive, all personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.
Person Specification
Qualifications Essential
Good basic education consisting of 5 or more GCSEs, including English and Maths (Grade C) or equivalent.
Desirable
AMSPAR Receptionists Qualification NVQ Level 2 in Health and Social Care Recognised IT Qualification
Personal Qualities Essential
Polite and confident Flexible and cooperative Motivated Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure Professional and caring approach
Skills Essential
Excellent communication skills (written and oral) Strong IT skills Clear, polite telephone manner Competent in the use of Office and Outlook Effective time management (Planning & Organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving & analytical skills Ability to follow policy and procedure
Experience Essential
Experience of working with the general public
Desirable
Experience of administrative duties Experience of working in a health care setting Experience of the EMIS Web clinical system Experience of working in a role where confidentiality applies
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 Pinhoe & Broadclyst Medical Practice
Address Pinhoe Surgery
Pinn Lane
Exeter
EX1 3SY
United Kingdom
Employer's website https://pinhoesurgery.gpsurgery.net/ (Opens in a new tab)