Patient Services Administrator

You will be involved in a wide variety of tasks, including: Helping patients with enquiries face-to-face, over the phone and online Booking appointments and helping patients access the most appropriate service for their needs Processing home visit requests and communicating test results Supporting new patient registrations and online access requests Processing referrals and keeping patient information accurate and up to date Monitoring practice communications and online systems to make sure important messages and updates are actioned Supporting our Online Triage service, including processing Anima requests and booking appointments following clinician guidance Managing tasks and waiting lists to help keep patient care moving Taking payments and completing routine daily administration Following practice procedures around confidentiality, safeguarding, health and safety and emergency situations You will work closely with patients, clinicians and colleagues across the practice, so great communication and teamwork are really important. As a member of our Patient Services Team, you will be at the heart of the patient experience.

You will work closely with patients, clinicians and colleagues to make sure enquiries are handled professionally, information is accurate and patients are supported to access the right care. Patient Support & Communication Welcome patients and visitors in a friendly, professional and approachable manner, ensuring all enquiries are handled efficiently and confidentially.

Answer incoming telephone calls promptly and professionally, introducing yourself by name and taking appropriate action to support the caller. Listen to patient needs and signpost them to the most appropriate service, seeking advice from colleagues or clinicians where needed.

Accurately book appointments, take messages and process home visit requests using the appropriate practice systems. Relay test results to patients in line with practice procedures.

Deal sensitively and professionally with both positive and negative patient feedback, helping to resolve concerns where possible and involving the Patient Services Lead or Practice Manager when appropriate. Ensure important information and outstanding actions are clearly handed over to colleagues at shift changes.

Online Triage & Patient Requests Regularly monitor Anima throughout the working day, ensuring requests are processed accurately and promptly. Process administrative requests received through Anima and respond to patients as appropriate.

Action requests from GPs and NPs, including arranging appointments and following instructions or clinical comments. Support patients who contact us by telephone or face-to-face by creating an online triage request on their behalf where appropriate.

Monitor task lists and waiting lists, contacting patients and booking appointments as required. Maintain accurate notes and update waiting lists where necessary.

Monitor safeguarding DNA lists and follow the correct practice procedures for children and young people who do not attend appointments. Patient Administration Process new patient registrations, including both paper and online registrations through HealthTech.

Process patient requests for online access and consent documentation through the appropriate practice and NHS systems. Ensure patient forms and documentation are recorded, distributed and processed accurately and promptly.

Generate referrals to District Nursing and other services as required. Prepare sample pots and accompanying documentation for patient collection.

Follow practice procedures regarding sample collection and patient information. Keeping Everything Running Smoothly Regularly check your individual and generic NHS email accounts, responding to and actioning messages promptly.

Monitor TeamNet Clarity for practice updates, notifications, policy changes and outstanding or new training requirements. Ensure visitors are signed in correctly through TeamNet Clarity and provided with a visitor badge.

Distribute documents, correspondence and incoming mail accurately and efficiently. Keep the patient waiting and reception areas welcoming, tidy, safe and appropriately staffed.

Check and process NHS 111/CCAS requests throughout the working day. Attend and contribute to team, staff and other relevant meetings.

Payments & Daily Administration Take patient payments and ensure transactions are recorded and processed accurately. Complete daily card machine reconciliation and banking processes.

Complete routine administrative checks and end-of-day tasks to help ensure the smooth running of the practice. Safety & Practice Procedures Understand and follow practice confidentiality, safeguarding, health and safety procedures at all times.

Be familiar with the practice panic alarm system and know how to respond appropriately when required. Understand and follow the practice fire evacuation procedure.

Complete required fire alarm checks and ensure relevant evacuation lists can be produced when needed. Help maintain a safe, secure and welcoming environment for patients, visitors and colleagues.