Crgpa Services Support Centre Administrator

Services Support Centre Administrator
The job description and person specification are an outline of the tasks, responsibilities and outcomes required for the role. The post holder will carry out any other duties as may reasonably be required to fulfil the objectives of the team.

**Job Title: Services Support Centre Administrator**

**Term**:Permanent

**Salary: £20,085**

**Organisation**:Coventry & Rugby GP Alliance (CRGPA)

**Reports to**: Services Support Centre Team Leader
Accountable to: Chief Nursing and Clinical Delivery OfficerLocation: Unit 1 - The Boiler House, Electric Wharf, Sandy Lane, Coventry, CV1 4JUSummary of Responsibilities:
To provide a full and comprehensive administrative support to the overall Services Support Centre and more specifically, the Services Support Centre Team Leaders, Head of Patient Clinical Services, as well as other colleagues and health professionals across the organisation.

Duties and responsibilities may include any or all of the items in the following list and may vary from time to time under the direction of the management team, dependent on current and evolving workload and staffing levels.

The post holder will be required to maintain information and monitoring systems, and to support the demands of the service.
Main Duties & Responsibilities:

- Provide high-quality administrative support across a number of services within Coventry and Rugby GP Alliance.
- Handle queries from GP practices, other healthcare providers, healthcare professionals, patients and members of the public in a professional and courteous manner, resolving any issues, providing feedback and communicating effectively.
- Deal with difficult callers, handling any objection and feedbacks.
- Deal with general enquiries at Electric Wharf and direct to the relevant team member by answering calls made to the main line.
- Assisting with postal services (e.g. using the franking machine, attending the post office and on occasion, delivering packs to patients homes).
- Monitor messages and calls received into the Services Support Centre shared admin phones.
- Build good working relationships with internal and external stakeholders.
- Assist with the recruitment of new staff members (e.g. GP’s wishing to join a service, arranging inductions, setting up new users etc.)
- Set up clinics on clinical systems (EMIS) and update clinical systems and booking systems in the event of any staffing changes.
- Book and amend patient appointments/training sessions using clinical systems (EMIS) in a timely manner.
- Check patient consultations (EMIS) to ensure that requested actions are forwarded to the relevant GP Surgery as required.
- Ensure that all patient and service-related records are kept up to date (e.g. patient logs, service logs) with accurate information.
- Check patient appointments (EMIS) to ensure that any appointments booked / referrals received are appropriate for the clinician and the service.
- Ensuring that patient feedback is requested, in order to help review and evidence the performance of the services.
- Register patients within clinical systems.
- Support and train non-clinical staff on clinical systems (e.g., EMIS) as an when required.
- Attend any training sessions relating to the role (e.g., on Lantum, EMIS) and provide training to colleagues where possible.
- Attend all Service Support Centre team meetings, CRGPA staff briefings and any other meetings relevant to the role.
- Undertake regular stock checks and will be responsible for reordering / replenishing stock as and when required.
- Identify faults, delays and gaps in processes, ensuring learning is put in place to mitigate any future issues.
- Deal with any issues that arise from the shift debriefs, problem-solving and escalating to the team leader/manager if necessary.
- Maintain an excellent knowledge of, and adherence to, the operational procedures and policies.
- Comply with CRGPA’s code of conduct and always maintain professionalism.
- Raise and report incidents, complaints and risks as appropriate and provide guidance to other staff members when an incident needs to be reported.
- Ensure good communication with all stakeholders.
- Ensure compliance with the General Data Protection Regulation (GDPR) and maintain confidentiality.
- Ensure that CRGPA is a safe and secure environment to work in (e.g., by ensuring that the Head Quarters are locked and alarmed at the end of each day.
- Be willing to undertake a range of different shifts throughout the week, between 8am - 8pm Monday - Sunday in order to meet the needs of the business.

Requirements on all employees of the CRGPA Risk Management
The management of risk is the responsibility of everyone within the CRGPA, and will be achieved within a progressive, positive, honest and open environment. Staff will be provided with the necessary education, training and support to enable them to meet this responsibility.

It is the responsibility of staff to make themselves familiar w