Patient Services Administrator

Job summary

We are looking to recruit a part time Patient Services Administrator to join the Administration team at Hollyns Health & Wellbeing.

You will work across both sites at Clayton and Allerton. The post is 25 hours (5 shifts per week) between Monday to

In addition to your usual working hours you would be expected to provide cover for extended hours, annual leave and sickness.

Main duties of the job

The ideal candidate would have experience of working within General Practice including System One knowledge, however, experience in working within a customer focused administrative role would also be considered.

This is a fast paced role which requires confident, hard working and a loyal team members. You should have excellent communication skills and an ability to remain calm under pressure.

About us

Hollyns Health and Wellbeing is a proactivepractice with two sites, we have approx 12,800 patients. We offer additional services to the practicepopulation, such as warfarin, pain management, sexual health, Level 2 diabeticclinics and minor surgery.

The administration and clinical team workover both sites and teamwork is integral in ensuring the service is run aseffectively and efficiently for the patients as possible.

All staff must have anunderstanding of the importance of safeguarding adults, children and youngpeople to ensure that are able to live a comfortable life in safety, free fromabuse and neglect. As a practice we should always promote our patientswellbeing in their safeguarding arrangements.

The successfulcandidate will be able to continue their service benefits if coming from theNHS in relation to the NHS Pension Scheme and annual leave entitlement.

Job description

Job responsibilities

Duties and Responsibilities:

The duties and responsibilities to be undertaken include all of the items in the following list. Duties may be varied from time to time under the direction of the Admin Manager, Operations Manager or Business Development, Enterprise and Finance Manager.

Key Responsibilities:

Telephone Duties to include

Making appropriate appointments with healthcare professionals

Taking details of requested home visits

Informing patients of results

Contacting other providers

Ambulance bookings

General enquires

Effectively managing contact of dissatisfaction in line with practice policy

General Reception/Administration Duties to include

Greeting and directing patients

Greeting and directing visitors

Handing out prescriptions

Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers

Making appointments

Responding to the needs of Doctors and Clinical Staff during surgery

Health and safety awareness ( handling samples)

General housekeeping keeping the waiting areas and reception tidy

Inputting and extracting information from the Practice computer system

Receipting monies from patients for non NHS services

Assist with the completion of forms for new patient registration

Process patients change of address computer data and medical records (have knowledge of practice geography/cover)

Opening, date stamping and distributing internal and external mail

Scanning and attaching patient letters to their computer record

Filing paper medical records as required

To deal with temporary resident/overseas visitor forms

To undertake other duties highlighted by the Admin Manager, Operations Manager or Business Development, Enterprise and Finance Manager - each team member will have specific administrative duties depending on requirements at the time

Have working knowledge of telephone system during and after hours.

Support and understand building security have thorough knowledge of doors, windows and alarm.

Prescription administration to include -

Issuing repeat prescriptions as per practice policy

Queries relating to repeat prescriptions

Administration of pre dated prescriptions as per practice policy

Dealing with Pharmacy; medical staff; outside agencies as required

Email & SystmOnline prescription requests

Check prescriptions to collect on a monthly basis and remove any older than a month

Ensure prescriptions are signed on a daily basis

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:

Utilising security systems appropriate to the workplace according to Practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

Undertaking and making effective use of training to update knowledge and skills

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards

Active reporting of health and safety hazards and infection hazards immediately

Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role

Equality and Diversity:

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

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation

Behaving in a manner which is welcoming to and of the individual is non-judgmental and respects their differing beliefs, circumstances, feelings, priorities and rights.

Safeguarding:

All staff must have an understanding of the importance of safeguarding adults, children and young people to ensure that are able to live a comfortable life in safety, free from abuse and neglect. As a practice we should always promote our patients wellbeing in their safeguarding arrangements.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

Participation in an regular performance reviews

Taking responsibility for identifying own development and learning needs and for maintaining a record of own personal and/or professional development

Utilising acquired skills and activities to assist 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 teams performance

Work effectively with individuals in other agencies to meet patients needs

Effectively manage own time, workload and resources

Communication:

The post-holder should recognize 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 peoples 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

There is a requirement as part of the role to cover receptions tasks during extended hours and to cover holiday and sickness. This cover is integral in the effective running of the Practice.

SKILLS, QUALIFICATIONS and other REQUIREMENTS

Literacy skills

Computer skills

Good face to face and telephone communication skills

Ability to work under pressure and prioritise workload

Friendly and approachable

Common sense

Team worker

Flexibility to cover extra hours as required due to holidays, sickness etc.

Ability to deal calmly with difficult situations

Person Specification

Qualifications

Desirable

Educated up to GCSE level, preferably grade A-C in Maths and English

Experience

Essential

Previous experience in a customer service/administrational role.

Desirable

Previous experience of working within General Practice and System One knowledge.

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