Patient Administrator

We are seeking a part-time, permanent Patient Administrator to join our amazing team. Hours: 16.

5 hours over 3 days Monday: 1:00pm - 6:00pm Wednesday: 1:00pm - 6:45pm Friday: 1:00pm - 6:45pm Brief Description of Duties As a Patient Administrator, you will be one of the first points of contact for our patients and will play an important role in helping them access the right service at the right time. Your duties will include: Welcoming and assisting patients at reception in a friendly and professional manner.

Answering telephone calls and responding to patient enquiries. Supporting patients with appointments and directing them to the most appropriate service or member of the team.

Responding to emails and online enquiries, including our online triage system. Processing repeat prescription requests and dealing with prescription-related administrative queries.

Undertaking DOCMAN administration, including scanning, coding and filing incoming. Filing and maintaining patient records and ensuring information is processed accurately and promptly.

Completing general administrative tasks to support the smooth running of the practice. Liaising with clinical and non-clinical teams.

Handling confidential and sensitive information in accordance with practice policies and NHS requirements. Current patients of the Surgery: If you are offered this position, you would need to register with another GP practice before commencing employment with us.

RESPONSIBILITIES To provide a friendly, professional and helpful first point of contact for patients and visitors to the Surgery. To deal with patients by telephone, face-to-face, email and through the Practice's online triage system.

To assist patients with appointments, queries and requests and direct them to the appropriate service, clinician or member of the Practice team. To undertake a range of reception and administrative duties to support the smooth and effective running of the Practice.

To process patient information and administrative work accurately and in accordance with Practice protocols. To maintain patient confidentiality and comply with information governance and data protection requirements.

To work collaboratively with both clinical and administrative colleagues. To remain calm, professional, helpful and courteous when dealing with patients, including during challenging or difficult interactions.

TASKS TELEPHONE To log in to the Practice telephony system and respond to telephone calls as quickly and effectively as possible. To deal with, transfer or escalate calls as appropriate, following Practice protocols.

To accept, record and transmit information accurately using EMIS, online triage system, generic email and other Practice computer systems. To assist patients with queries, requests and access to appropriate services.

To provide a professional, calm and courteous service, including when dealing with challenging or difficult telephone interactions. To maintain confidentiality when discussing patient information over the telephone.

To log out of the telephony system at the end of each working session. RECEPTION To receive patients and visitors arriving at the Practice in a welcoming, friendly and professional manner.

To assist with patient queries and requests or pass messages to the appropriate person. To confidently navigate patient records using EMIS, Docman and other Practice systems in order to assist with patient queries.

To make appointments for patients with the appropriate Practice service using EMIS, where required. To assist patients with the Practice's online triage system, including explaining how to access and use the service and directing patients to the appropriate route where required.

To handle queries and requests for information or services and ensure that they are dealt with appropriately or transferred to a GP, healthcare professional, member of staff or outside agency in accordance with Practice protocols. To respond appropriately to patient queries received through generic email and other electronic communication channels, ensuring enquiries are dealt with or passed to the appropriate person.

To maintain a professional and courteous approach at all times, including when dealing with challenging situations. ADMINISTRATION To undertake general administrative duties required for the smooth running of the Practice.

To process repeat prescription requests and deal with prescription-related administrative queries in accordance with Practice protocols. To undertake DOCMAN administration, including receiving, scanning, attaching, coding and filing correspondence accurately into the correct patient's medical record and routing correspondence to the appropriate clinician or team.

To process incoming hospital letters, clinic correspondence and other clinical documentation, ensuring that information is accurately recorded and reaches the appropriate clinician or member of the Practice team. To undertake general filing and maintain accurate and appropriately organised patient records.

To respond to patient emails and electronic enquiries appropriately and within Practice protocols. To undertake administrative work relating to QOF call and recall lists when required.

To assist with deductions from the Practice patient list/records in accordance with Practice procedures and guidance. To assist with administrative backlogs and other Practice administrative work as required.

To accurately enter, update and maintain patient information using EMIS, Docman, online triage system and other Practice systems. To ensure that all patient information is handled securely and confidentially and in accordance with Practice policies, information governance requirements and data protection legislation.

GENERAL To assist as required during periods of staff holiday, sickness, increased workload or other operational requirements. To work collaboratively with clinical and administrative colleagues, supporting one another and contributing positively to the wider Practice team.

To undertake any other reasonable duties appropriate to the role as requested by the Practice Manager or Partners. To attend and complete Practice training and develop the knowledge and skills required for the role.

Full training will be provided on Practice systems, including EMIS, Docman, online triage system and relevant Practice processes and protocols. To follow all Practice policies, procedures and protocols and raise any concerns with the Practice Manager.

To maintain a professional, respectful, helpful and courteous approach towards patients, colleagues and other healthcare professionals. To remain calm and professional when dealing with challenging situations and seek assistance from an appropriate colleague where necessary.

To contribute to the Practice's commitment to providing safe, compassionate and high-quality care to patients. To maintain confidentiality at all times and not disclose patient or Practice information except in accordance with Practice procedures and relevant legislation.