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Patient Services Administrator
2 months ago
Job Overview
Seeking a rewarding role in a progressive healthcare environment?
Join the expanding Primary Care Directorate at North Staffordshire Combined Healthcare Trust, becoming an integral part of our reception team.
We are eager to recruit a dedicated and enthusiastic Healthcare Reception Coordinator to support our operations, working 30 hours per week.
Band 2 - £22,383 per annum pro rata.
Our team is known for its friendly atmosphere and organized structure, embodying a forward-thinking mindset aligned with our Proud to Care Values within a distinguished organization.
Key Responsibilities
The successful candidate will provide patients, clinical personnel, and external agencies with a dependable, efficient, and courteous reception service while delivering administrative support to ensure the practice operates smoothly and adheres to confidentiality policies. Excellent customer service and communication skills are essential for this role.
You will demonstrate strong teamwork abilities to guarantee high-quality service delivery to patients and other stakeholders.
You will adhere to established processes and protocols to ensure compliance with CQC standards and clinical governance requirements.
For comprehensive details, please refer to the full job description.
About Our Organization
We take pride in being a forward-thinking Trust, having achieved the highest rating of 'Outstanding' from the Care Quality Commission (CQC), making us one of only two specialist Mental Health Trusts in England to receive this recognition.
Our vision is 'To be Outstanding in all we do and how we do it', and we are committed to fostering an inclusive culture. As a 'Disability Confident Employer', we believe that inclusion is a vital aspect of our workplace, and we continuously strive to enhance our culture of inclusion. Our teams are dedicated to compassion, collaboration, and resilience.
Primary Duties
Reception Services for Patients:
You will ensure the effective operation of our reception area, collaborating with the reception team. As the first point of contact for patients, you will represent our practice positively. Responsibilities include:
- Managing the registration process for new patients and guiding them through the practice's procedures.
- Welcoming patients at the reception desk and directing them as needed.
- Handling temporary resident applications and urgent treatment requests.
- Operating the appointment system, scheduling patient arrivals, and coordinating suitable appointment times.
- Alerting clinicians to patients requiring immediate attention.
- Overseeing the waiting area to ensure timely patient service in a safe environment.
- Addressing patient inquiries and ensuring appropriate follow-up.
- Processing medical mail in accordance with established protocols.
Telephone Services:
You will provide a professional telephone service, aiming to answer calls promptly. Your responsibilities will include:
- Scheduling appointments and addressing patient queries using our booking system.
- Liaising with patients and other agencies to resolve issues.
- Managing emergency appointment requests and coordinating with on-call clinicians.
- Booking external services, such as ambulance transport, as needed.
- Communicating clinician instructions and administrative requests to patients.
Communication Systems:
You will regularly monitor and manage various communication systems, including:
- Practice Message Sheets and EMIS practice notes.
- Whiteboard messages and EMIS alerts.
- Timely processing of mail and faxes in line with practice protocols.
- Using Language Line as required for effective communication.
Team Collaboration:
You will work collaboratively with team members, ensuring a broad understanding of all tasks and seeking further training as needed. Responsibilities include:
- Supporting practice team members with general queries and practice systems.
- Contributing to projects and initiatives undertaken by the practice.
- Responding to clinical team queries and instructions.
- Identifying issues requiring management and notifying the appropriate team member.
- Assisting in maintaining a safe working environment by covering team absences.
Person Specification
Required Qualifications:
NVQ Level 2 in Administration or equivalent experience
Essential Skills:
- Proven customer service skills.
- Experience in a general practice or similar environment.
- Strong communication and keyboard skills.
