About this role
Job summary
Welcome to FCMS!
Overview of Role:
To work as part of Compass Medical Practice team providing administrative and telephony support services for patients who have been excluded from mainstream GP Practices. The role involves working closely with the Practice Manager to ensure all areas of the service are implemented each day.
Many of the Compass Medical Practice patients experience a wide range of challenges and many face multiple disadvantages. Personal resilience and a trauma informed approach are essential in this role.
Compass Medical Practice provides a remote reception service therefore the main patient contact is via the phone, email or Patchs. Full training is provided.
Many of the patients within the Compass Medical Practice live complex lives and often struggle to communicate their needs in a calm manner and may struggle with emotional regulation. Training is provided to manage these complex needs in a safe and effective way however it is vital that the successful candidate has an understanding that this service can be challenging. A resilient demeanour and a non-judgemental attitude are essential for this role.
Main duties of the job
The role involves a range of tasks including answering the phone, arranging appointments, handling patient data e.g. redacting information, processing Subject Access Requests, maintaining accurate notes on the computerised Patient Administration System EMIS, liaising with a range of health care professions across different locations in the North of England, booking patient facing venues, and supporting the Compass Medical Practice clinicians.
About us
The ethos of FCMS as a social enterprise, health and wellbeing services provider is to be passionate in its drive to ensure that patients and callers remain the central focus of all that it does. Coupled with excellent and well-established clinical governance systems and extremely effective operational expertise, it has meant that the company has the ability to strategically visualise, develop, and implement award winning services.
Over many years we have invested in our staff so that we have a core team of highly trained individuals who can manage the needs of our patients and callers. Our staff are able to significantly improve the service delivery and user experience due to their considerable experience and commitment to what they do.
Come and be a part of our amazing team!
We offer NHS Pension
Cycle to Work Scheme
Career Development Opportunities
Attendance Bonus
Staff Benefit Scheme
Free Tea & Coffee
Eye Care Contributions
Job description Job responsibilities
Day to Day Duties to include, but not exhaustive:
Call handing which includes calls with patients, professionals and external organisations, utilising the patient telephone scripts to manage own wellbeing and to support appropriate patient boundaries
Complete QOF information as part of the call handling process
Complete an Patchs triage with all patients presenting with a clinical need
Use EMIS to book patient appointments, record information, complete patient related tasks and update patient records utilising EMIS templates when applicable
Referrals to secondary care services via ERS or paper (dependent upon locality)
Add any referral updates to the referral diary
Follow practice processes for all relevant areas of work
Liaise with a range of health care professionals both internal and external
Record information on IT systems, spreadsheets and paper records where needed
Undertake a wide range of admin duties including printing, photocopying, scanning, processing information and requests
Undertake clinic preparation to support the face-to-face appointments
Undertake patient registrations and deductions in EMIS, to include GP2GP, for services within the Inclusion Health Business Unit
Inputting data onto the computer systems, setting up computer diaries
Contribute to data collection for patient 6-monthly reviews
Maintain a clean and confidential workplace
Adhere to policies and procedures of the company and keep up to date with any changes
Work with the management team to update patient risk assessments e.g. raising any safety concerns, and supporting with any updates for urgent appointments
Under guidance from the Practice Manager, coordinate appointments, arrange venues and liaise with the Patient Liaison Officers
Complete mandatory training
To comply with all Health & Safety processes including signing in and out of Newfield House and signing in and out other locations as per the relevant organisational policies and procedures
Attend the daily huddle (when on duty)
Our key expectations are:
Self-awareness Living authentically
Adaptability- Being ready to adjust depending on the situation
Openness What you see is what you get
Positivity with a real sense of being able to strive for the impossible
Generosity of spirit- Everyday should be an opportunity to act with kindness
Ability to have fun Taking the role seriously, whilst being yourself
Our Why: To nurture an environment of inspiration, innovation and disruption so this people in our world receive exceptional healthcare for this generation, and the next.
Values:Our organisational culture is very important to us, so it is vital that the successful candidate lives and breathes complimentary values and behaviours. Our behaviours should be in line with our values which form part of our Company DNA:
Fun: People rarely succeed unless they are having fun. Happiness is healthy!
Awesome: We arent here to be average, were here to be awesome!
Humble: Were here to make a difference to the lives of others, NOT to see how important we can become
Brave: We challenge the norm. We have the courage to get the difficult jobs done
Oompf: We have natural oompf! Its infectious!
Go-getting: We are intuitive to changing needs and respond quickly which we do with energy, ideas, and positivity
Disability Confident Employer
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy
DBS - This post is subject to the Rehabilitation of Offenders Act (Exemption 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. This will require three forms of valid ID to be produced and verified. The onboarding process is also subject to an OccupationalHealth check, suitable professional references and eligibility to work in the UK (with the requirement to provide relevant documentation as evidence). For Driver positions you will also be required to undertake a Driver check.
Person Specification
Other Essential
Belief in our corporate values Fun Awesome Humble Brave Go-getting Oomph Self-awareness Resilience Enthusiastic and positive Approachable Team Player Always aims for excellence Ability to work calmly. Flexibility of working hours to support annual leave, sickness and the needs of the business.
Desirable
Flexibility there is a request to work at least one late night a week until 18.30
Skills, Knowledge & Competencies Essential
Excellent interpersonal skills including verbal and written communication. Non-judgemental attitude. Ability to remain calm under pressure. Excellent IT skills IT is an integral part of the role and will form part of the interview process. Excellent organisational skills Ability to think laterally, seeking opportunities for improvement. Competent, reliable and conscientious person who can work on their own initiative and has the ability to observe confidentiality. Flexibility of working hours to support annual leave, sickness and the needs of the business.
Qualifications Desirable
GCSE/O Level English and Maths EDCL or equivalent NVQ in business administration or equivalent
Experience Essential
Experience of working with customers and / or patients with complex needs. Working knowledge of EMIS IT system.
Desirable
Experience of working as an administrator in a health care setting. Mental health awareness. Experience of working with people with behavioural challenges.
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 FCMS
Address Newfield House
Vicarage Lane
Blackpool
Lancashire
FY4 4EW
United Kingdom
Employer's website http://www.fcms-nw.co.uk/ (Opens in a new tab)