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Patient Services Administrator

2 months ago

Marlborough, United Kingdom The Old School Surgery Full time

Job summary

We have a 15 hour part time vacancy for a Patient Services Administrator to join our friendly team at The Old School Surgery.

Your role will be very patient focused providing the best service face to face and over the phone. You will also provide support to our clinicians and management.

You will need to be computer literate, be able to prioritise your workload in a busy working environment and have an empathetic and caring manner.

Having a positive team working ethic is essential.

Main duties of the job

Main duties include answering the telephone to book appointments and respond to patient queries, serving patients face to face including handing out prescriptions and assisting the patient with any help they may need.

The role also includes administration tasks of scanning documents and processing electronic data which includes emails.

About us

The Old School Surgery is a rural GP surgery with approximately 3,500 patients.

We have three GP Partners, a Salaried GP, two Practice Nurses along with other healthcare professionals that work within our surgery including Health Visitor, Social Prescriber and Care Co-ordinator.

We pride ourselves on the very high standard of primary care we deliver to our patients and work closely as an integrated team.

Job description

Job responsibilities

Job Title: Patient Services Administrator

Reports To: Patient Services Manager/Practice Manager

Job Summary

To ensure excellent CustomerService is given to our patients. Learning and maintaining of newprocedures/work processes. To give daily support to the doctors, nurses andmanagement team in the practice. Input confidential data efficiently andprecisely.

Job Responsibilities

* Openingand closing of the surgery.

* Giveout repeat and acute prescriptions to patients or their representatives.

* Assistpatients with face to face enquiries and follow up as necessary.

* Answerall incoming telephone calls, booking appointments as necessary and actioningany queries resulting from those calls.

* Ensureall emails are acknowledged and processed in the correct time frame.

* Toensure all tasks are dealt with, and escalated if necessary.

* Processall scanning. (paper and electronic)

* SupportGPs and The Practice Managers.

Confidentiality

* Inthe course of seeking treatment, patients entrust us with, or allow us togather sensitive information in relation to their health and other matters.They do so in confidence and have the right to expect that staff will respecttheir privacy and act appropriately.

* Inthe performance of the duties outlined in this job description, the post-holdermay have access to confidential information relating to patients and theircarers, practice staff and other healthcare workers. They may also have accessto information relating to the practice as a business organisation. All suchinformation from any source is to be regarded as strictly confidential.

* Informationrelating to patients, carers, colleagues, other healthcare workers or thebusiness of the practice may only be divulged to authorised persons inaccordance with the practice policies and procedures relating toconfidentiality and the protection of personal and sensitive data.

Health & Safety

* Useand monitoring of the correct use of Standard Operating Procedures for cleaningand infection control.

* Responsiblefor correct hand hygiene of self and others.

* Ownershipof infection control and implementation of those protocols within the team.

* Activeobservation of current working practices across the team in relation toinfection control, cleanliness and related activities, ensuring that proceduresare followed and weakness/training needs are identified, escalating issues asappropriate.

* Identifyingthe risks involved in work activities and undertaking such activities in a waythat manages those risks across clinical and patient process.

* Safemanagement of sharps procedures, including training, use, storage and disposal.

* Undertakeperiodic infection control training.

Equality and Diversity

The post-holder will support theequality, diversity and rights of patients, carers and colleagues, to include:

* Actingin a way that recognises the importance of peoples rights, interpreting themin a way that is consistent with practice procedures and policies and currentlegislation.

* Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues.

* Behavingin a manner which is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings, priorities and rights.

Personal/Professional Development

The post-holder will participatein any training programme implemented by the practice as part of thisemployment, such training to include:

* Participationin an annual individual performance review, including taking responsibility formaintaining a record of own personal and/or professional development.

* Takingresponsibility for own development, learning and performance and demonstratingskills and activities to others who are undertaking similar work.

Quality

The post-holder will strive tomaintain quality within the practice, and will:

* Alertother team members to issues of quality and risk.

* Assessown performance and take accountability for own actions, either directly orunder supervision.

* Contributeto the effectiveness of the team by reflecting on own and team activities andmaking suggestions on ways to improve and enhance the teams performance.

* Effectivelymanage own time, workload and resources.

Communication

The post-holder should recognisethe importance of effective communication within the team and will strive to:

* Communicateeffectively with other team members.

* Communicateeffectively with patients and carers.

* Recognisepeoples needs for alternative methods of communication and respondaccordingly.

Contribution to the Implementation of Services

The post-holder will:

* Applypractice policies, standards and guidance.

* Discusswith other members of the team how the policies, standards and guidance willaffect own work.

* Participatein audits where appropriate.

Person Specification

Experience

Essential

Experience of working as a Receptionist. Administrative experience. Customer Service experience.

Desirable

Experience of working in a GP practice.