Administrative Coordinator

Job Title: Administrative Coordinator (Ophthalmology)/Receptionist (Care Services Coordinator)

We are seeking a highly organized and detail-oriented Administrative Coordinator (Ophthalmology)/Receptionist (Care Services Coordinator) to join our team at Faversham Medical Practice. As a key member of our administrative team, you will provide exceptional support to our clinicians and patients, ensuring the smooth operation of our ophthalmology services.

Main Responsibilities:

• Provide administrative support for Faversham Medical Practice's contribution to Primary Care Network (PCN) activity.
• Ensure all administrative processes and procedures are carried out in accordance with agreed protocols and timescales, working closely with the Community Services Manager, Office Manager, Finance Manager, and Business Manager.
• Maintain standards expected by the Care Quality Commission.
• Facilitate effective communication between patients, primary healthcare team members, secondary care, and other associated healthcare agencies.
• Ensure timely submission of claims and invoices.
• Provide administrative support to the Practice (GPs, staff, and visiting Consultants) through an excellent working knowledge of various IT systems.
• Search and extract data using various IT sources as required.

Ophthalmology Services:

• Answer the eye services phone line, deal with queries, and make appointments for patients to consult with eye clinic clinicians.
• Register patients on the Eye Clinic Software using the Practice computer and update address and contact details.
• Ensure patient test results are available for next appointments and forwarded to patients' own GPs.
• Prepare clinic lists and ensure paperwork is available for each patient.
• Send out appointment letters in a timely manner.
• Record and manage triage of new referrals.
• Print out clinic letters and distribute to relevant parties in a timely manner.
• In conjunction with the Community Services Manager, plan clinic dates at least 3 months in advance.
• Rearrange clinics where necessary.
• Manage minor op lists to ensure optimal benefit for the practice and patients.
• Manage waiting times and bring it to the attention of the Community Services Manager in a timely manner if waiting times are going to exceed targets.
• Filing of paperwork.
• Putting away, rotating, and tidying stock.
• Co-ordinate appointments for follow-up clinics.
• Ensure adequate staff are available for clinics (2 nurses for certain minor ops) in conjunction with the Community Services Manager and relevant Clinician.
• Collate and input patient satisfaction scores producing quarterly reports.
• Deal with day-to-day enquires and changes of appointments for patients.
• Liaise with hospital eye services and other providers.
• Keep all stationery, including questionnaires and referral forms, up to date and well stocked, informing the Community Services Manager where appropriate.
• Attend eye clinic meetings and minute these if required. These meetings may be outside of normal working hours.
• Cover eye clinic reception when required.
• Liaise with clinicians concerning queries, messages, and triaging.
• Attend practice meetings and training as necessary.
• Any other clerical task delegated by the Partners, Business Manager, or Community Services Manager and which is within the scope of the post holder.

Enhanced Services:

• Act as Practice Administrator for claims related to Enhanced, National, or Local Services.
• Act as Administrator for processing the Practice Prescription Pricing Authority (PPA) claim.

Clinical Services:

• Keep up to date with any changes in contracts and specifications to assist with making claims.
• Receive and action as appropriate the patient tracker - this might include booking in patients and sending them information, contacting Consultants, and liaising with the Trust.
• Take part in meetings as appropriate.
• To ensure correct SNOMED (READ) codes are being used and all patient activity is being correctly recorded in the computer system.
• Set up and complete monitoring spreadsheets when necessary within the practice.
• Assist with checks on activity to ensure correct procedures and timescales are being adhered to.
• Monitor activity and patient satisfaction for all integrated services.
• Respond to queries and liaise with outside agencies where appropriate.

Practice Accounts:

• Assist the Finance Manager with the monthly claim, processes, policies, and protocols.
• Attend meetings where appropriate.

Reception Cover:

• Processing personal and telephone requests for appointments, visits, and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
• This may be for GP or nurse/Health Care Assistant clinics, Urgent Treatment Centre, or any other service as required.
• Processing and distributing incoming (and outgoing) mail.
• Taking messages and passing on information.
• Filing and retrieving paperwork.
• Processing repeat prescriptions in accordance with practice guidelines.
• Scanning of post, new patient notes, previously filed patient notes, and other documents as required.
• Administrative duties including Urgent Treatment Centre processes, policies, and protocols.
• Chaperoning duties.
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• Providing help and information to patients and visitors.
• Initiating contact with and responding to requests from patients, other team members, and associated healthcare agencies and providers.
• Clearing and re-stocking consulting rooms as required.
• Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying, and scanning.
• Ordering, re-ordering, and monitoring of stationery and other supplies. Re-stocking the stationery cupboard with these supplies.
• Provision of refreshments for staff and visitors as required; washing up afterwards and keeping the kitchen area clean and tidy.
• Keeping the reception area, notice-boards, and leaflet dispensers tidy and free from obstructions and clutter.
• Act as Practice Administrator for training records for all GPs and staff.

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.
• Ensure patient and Practice information is kept confidential and secure at all times, in accordance with the Information Security and Confidentiality protocols and in line with General Data Protection Regulations 2018.

Safeguarding:

• Safeguard and promote the welfare of children and vulnerable adults.
• Ensure their safeguarding adults and safeguarding children training is up to date at the level appropriate to their role.
• Ensure the safeguarding policies and procedures in place within the Practice are adhered to during employment.

Personal/Professional Development:

• The post-holder will participate in any training programme implemented by the practice as part of this employment, with 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 work.

Quality:

• 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 team's performance.
• Work effectively with individuals in other agencies to meet patients' needs.
• Effectively manage own time, workload, and resources.

Communication:

• 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 people's needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

• The post-holder will:
• Apply practice policies, standards, and guidance.
• Discuss with other members of the team how the policies, standards, and guidelines will affect own work.
• Participate in audit where appropriate.

Person Specification:Qualifications:

• GCSE grade A to C in Maths and English.

Desirable Qualifications:

• Formal qualification in IT (CLAIT, ECDL).

Experience:

• Excellent working knowledge of various IT systems, including Excel, Word, and the internet.

Desirable Experience:

• Experience in primary care/NHS/caring profession.
• Experience in using EMIS clinical software.
• Experience of dealing with members of the public.
• Previous experience in an analytical role.
• NHS or recent practice experience.

Knowledge and Skills:

• Good communicator (verbal & written) both upwards and downwards (to management and anyone directly reporting).
• Ability to work autonomously and initiate/self-direct own workload.
• Ability to maintain confidentiality as per Job description and in line with GDPR 2018.
• Excellent organisational and problem-solving skills.
• Excellent literacy skills.
• Ability to deal with external organisations in a pleasant and professional manner.
• Ability to carry out complex administration and record-keeping in an office environment.

Desirable Knowledge and Skills:

• Evidence of organisational skills.

Other:

• Evidence of the ability to grasp new concepts and work on a self-directed basis.
• Demonstrate due regard for safeguarding and promoting the welfare of children.
• Interest in/aptitude for learning new skills/taking on new challenges.

Desirable Other:

• Evidence of job stability (< 2 employers in last 10 years). Evidence of recent self-directed learning or development. Checkable employment history > 3 years.

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