Support Team Member

**Support Team Member - Patient Data (Full Time - 37 hrs per week)**

You must be able to demonstrate excellent organisational and communication skills and be able to prioritise your workload. A flexible, professional and enthusiastic approach is essential along with the desire to deliver an excellent service to our patients.

We offer competitive rates of pay, holiday and NHS Pension Scheme. Full training and development opportunities available.

**Job Summary**:
To ensure that administrative and clerical duties are completed within the Practice guidelines and policies.

Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies.

**Delivering Remarkable Customer Service**

Underlining everything you do is the requirement to play your part in the delivery of remarkable customer services to our patients, internal colleagues and external stakeholders. This applies in all of your dealings. There are many elements to delivering remarkable customer service but common throughout are requirements to listen and be responsive, always ensure patient and customer messages and requests are passed on and ensure any mistakes or omissions and possible improvements that are identified are shared with your manager.

**Responsibilities**:
The duties and responsibilities to be undertaken by members of the Support Team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Support Team Leader, Operations Manager or Practice Business, depending on current and evolving Practice workloads and staffing levels:
**Patient Data**
- Provide effective and timely scanning service - uploading and recording patient data on to the Practice clinical system including identification and coding of new problems, diagnoses and treatments from outpatient, community and discharge letters/reports received by the practice.
- Adhere to the practice protocol for the processing of incoming discharge, outpatient clinic and other provider (WCF/OOH/111 etc) letters. Ensure that letters are processed in an accurate and timely manner.
- Provide an effective coding service to ensure that clinical records are kept up to date and that full data is extracted and recorded in a timely manner to support clinical coding, chronic disease register management, Practice QOF achievement, Enhanced Services data capture and financial claims, CCG clinical priorities and any other ad-hoc or in-house Practice coding requirements.
- Action workload in the “for coding” task box.
- Manage workflow and allocate documents to GPs as appropriate.
- To provide admin support to all patient recall processes. This could include send bulk letters and/or text messages to involute patients for reviews, clinics or other procedures.
- Summarise new patient notes in an accurate and timely manner to ensure practice clinical records are kept up to date and that full data is extracted and recorded to support clinical coding, chronic disease register management, Practice QOF achievement, Enhanced Services data capture and financial claims, CCG and LCG clinical priorities and any other ad-hoc or in-house coding requirements. Highlight any data issues or concerns with the Data & Systems Manager.
- Check new GP2GP registrations to ensure that received patient data has been coded in an appropriate way.
- Process incoming bulk data submissions to ensure that patient records are updated in an accurate and timely manner.
- Process incoming national screening campaign results and information and ensure that the data is coded and recorded as appropriate on the patient’s record (for example, national bowel and breast screening campaigns). Maintain and complete the annual diabetic retinopathy screening register validation.
- Provide admin support to any audit processes as requested.
- Process incoming childhood immunisation data and arrange appointments and recalls in accordance with the current programme. Work alongside the Lead Nurse to ensure a high uptake and flag any patients for concern to the appropriate GP/Safeguarding Lead.
- Process all patient deductions and arrangement the return of notes to the Health Authority.
- Process incoming patient death notifications, advise the team and arrange the return of notes to the Health Authority as appropriate.
- Process patient and/or third party requests for copies of medical records, ensuring that appropriate consent and authority as provided. Liaise with the Data & Systems Manager to resolve any queries or concerns notes requests
- Maintain and promote the Practice Carers register including updating the carers information board, identifying and adding new carers to the register, obtaining consent to add their details to the council ca