Patient Care Administrator

6 months ago


Liverpool, United Kingdom Brownlow Group Practice Full time

Main duties and responsibilities Reception desk duties Ensure each patient/visitor to the practice always receives a high-level of customer care/service Ensure that the patient journey is to a high standard, and any queries are dealt with effectively and in an empathetic manner Monitor the flow of patients into the consulting and treatment rooms. Ensure that patients without appointments, but who need to be seen on the day, are dealt with in a logical and non-disruptive manner. Provide support to all clinical staff as and when required ensuring that communication with patients is always maintained Respond to all queries and requests for assistance from patients and other visitors, including assisting patients to complete the relevant NHS forms Action any admin tasks and requests in an efficient and effective Ensure that requests for prescriptions are actioned where possible within one working day. Follow Practice procedures for opening and closing of all sites Ensure total familiarity with all the appointment systems including the regular and incidental variations.

Book appointments and recalls. Call Handling Duties Provide a high level of service when covering the phones and ensure patients are signposted appropriately Answer phones in a timely manner and ensure they are dealt with in an effective way Ensure the practice guidance for identifying patients and greeting patients when they call the practice is always followed Manage all telephone and home visit requests as per the practice process ensuring that all patient contact information is up to date. Participate in 121 meeting to review the quality of calls through call recordings and reflect on any improvements if required Carry out any other reasonably delegated duties considered appropriate to the post Communication and relationships Liaise with members of the Practice, other NHS organisations and outside agencies. Communicate sensitively and effectively with others, using active listening and adapting communication style and method as necessary to meet their needs, participating in meetings as required.

Team working Understand own role and scope in the practice. Work as an effective and responsible team member, supporting colleagues in a flexible and approachable manner. Organisation/Quality Ensure that any data entered into the computer is done accurately. Understand and follow the requirements of confidentiality (including General Data Protection Regulation - GDPR) and the Freedom of Information Act and refer on any queries as appropriate.

Participate in quality improvement initiatives, including Significant Event Analysis and PAIRS. Support the aims and objectives of the Practice and contribute to the on-going development of the Practice as required. Follow Practice policies, including Health and Safety, Security and Confidentiality. Practice development and clinical governance Participate in primary healthcare team meetings when required.

Provide data, as requested, for practice development plans and report. Be aware of practice policies on risk management / incident reporting and health and safety and operate appropriate procedures for minimising risk. Be aware of issues related to own development and be committed to participate in training and education. Please see job description for full duties.



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