Patient Services Administrator

3 days ago

Ilfracombe, United Kingdom Combe Coastal Practice Full time

**NOTE**: Please provide a personal statement explaining why you feel you are suitable for this role.

**JOB TITLE**: Patient Services Administrator**

**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)

Operations Manager (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 Admin Team Leader or a manager, dependent on current and evolving practice workload and staffing levels.
**KEY COMPETENCIES**:

- 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 humour
**KEY 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 message
**Prescriptions**

Process repeat medication requests sent in by patients and pharmacies according to practice protocols. This includes:

- Collecting paper requests from the internal prescriptions mailbox
- Liaising with patients and pharmacies regarding queries and requests
- Ensuring that any queries are highlighted to the relevant GP
**General 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
**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 professional
**Mail Handling**
- Opening and distribution of practice internal and external post
**Additional 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 queries
**Summarising and coding**
- Code medical data as appropriate
- Summarise patient records
**Nurse 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 appointments
**I.T Support**
- Carry out computer searches
- Carry out audits as requested
- Manage bulk patient te

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