Administrator

Moorlands Surgery; North East; Sur place; GBP 21 000 - 27 000; Plein temps

Résumé du poste

Moorlands Surgery is seeking an Administrator to support patient care through essential admin and reception tasks. You will field calls, book and amend appointments, manage the practice inbox, and handle confidential records with professionalism.

You'll work to maintain tidy waiting areas, coordinate with the practice team, assist with prescribing processes, and support the management of clinical correspondence, while covering shifts as needed.

Qualifications

• Sound knowledge of Practice procedures and protocols.
• Ability to follow written protocols and maintain confidentiality.
• Experience with general clerical tasks in a clinical or reception setting.

Responsabilités

• Answer the telephone promptly and handle enquiries courteously.
• Book, cancel, amend patient appointments using SystmOne.
• Process and distribute incoming/outgoing mail and documents.
• Maintain practice email inbox and liaise with internal/external colleagues.
• Register new patients and maintain patient records.
• Process repeat prescriptions and manage clinical correspondence.
• Ensure reception area is tidy and welcoming to patients.
• Support practice team with clerical duties as needed.

Connaissances

Telephone etiquette

Confidentiality

Data entry

Reception skills

Patient care coordination

Outils

SystmOne

Description du poste

As an Administrator at Moorlands Surgery the post holder will help deliver a variety of administration and reception services in order to support high standards of patient care. The post holder will offer 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. They will receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective manner. The duties and responsibilities to be undertaken by members of the Practice administration team may include any or all the items in the following list which is not exhaustive. Duties may be varied from time to time under the direction of the Practice Manager. Answer the telephone promptly and deal with enquiries in a helpful and courteous manner, Maintain confidentiality regarding patients and staff. Book, cancel, amend patients' appointments using SystmOne. Monitor the practice email inbox. Maintain a good relationship with internal and external stakeholders. Have an overview of the demands and workflow of the Practice during the working day. Ensure the waiting area/reception desk is kept tidy. Arrange appointments for patient reviews as part of QOF management. Register new patients Deal with internal / external post Patient engagement: proactively inform patients of benefits for signing up to the online services where patients can book appointments, order repeat prescription, and view their medical record. Effectively signpost patients to services appropriate to their needs Scan and action the clinical correspondence as per instruction. Process repeat prescriptions received in person, and via SystmOne. File prescriptions actioned by the GP Filing and pulling of patient medical records. Process deductions. Be flexible to cover shifts in the event of staff holidays and sickness at short notice.

Administration:

• To have sound knowledge and understanding of the Practice procedures.
• To work in accordance of written protocol
• Opening up/ locking-up of Practice premises and maintaining security in accordance with Practice protocols
• Pulling/filing notes for surgeries and update as necessary
• Filing post in medical records if applicable
• Photocopy as requested
• Ensuring messages and information is passed on to relevant members of staff and outside agencies
• Distributing clinical documents to clinical staff
• Action tasks assigned by Clinicians and passing on relevant information.
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
• Providing clerical assistance to practice staff as required from time to time, including filing, photocopying and scanning

Reception:

• Maintaining and monitoring the Practice appointments system
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional
• Computer data entry/data allocation and collation; processing and recording information in accordance with Practice procedures
• Work on a rotational basis to cover reception
• Supporting patients who attend the surgery to collect repeat prescriptions

Appointments:

• Process appointment requests for today / future appointments from patients by telephone and in person
• Deal with visits requests

Telephone:

• Have working knowledge of telephone system, during and after hours.
• Provide an efficient system of answering the telephone using a courteous and friendly manner
• Take patients through care navigation to provide the patient with the most appropriate care

Other Tasks:

• Ensure reception area is kept tidy and ready for use
• Ensure building security – have thorough knowledge of doors/windows/alarm
• Provide refreshments if requested
• Any other tasks allocated by the Practice Management
• To action repeat medication requests from the surgery website and patient online systems at least twice daily.
• To collect repeat prescription requests from the fax machine, post box and reception.
• To liaise with patients and chemists regarding queries and requests.
• To ensure repeat medication is issued in line with the protocols that are already in place, and ensure that any queries raised are dealt with quickly and correctly.
• To ensure that patient queries on medication are highlighted to the relevant GP/NP/Pharmacist
• To regularly go through prescriptions ‘not picked up’ and ‘unlikely to be picked up’ as a result of the timescale, to remove the details from the patient records and then destroy the prescription

Computer:

• General data input and information retrieving
• Registration of new patients – computer data entry and medical records.
• Process change of patient details e.g. change of address, both electronically and paper records
• Support work of Prescription Line by processing repeat prescription requests in accordance with Practice guidelines as and when necessary.
• Scanning clinical documents into patient records if required
• Opportunistic data checking of patient demographic details

Confidentiality:

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & safety:

• Using personal security systems within the workplace according to Practice guidelines
• Identifying the risks involved in work activities and undertaking such activities in a way that manage those risks
• 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
• Actively reporting of health and safety hazards and infection hazards immediately when recognised
• 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 holder’s role
• Undertaking periodic infection control training (minimum annually)
• Reporting potential risks identified

Equality and diversity:

• Acting in a way that recognises the importance of people’s rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner which is welcoming to the individual and is non-judgmental and respects their circumstances, feelings, priorities and rights.

Personal/ professional development:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work
• Regularly visit GP Teamnet to view amendments to Policies and Procedures

Quality:

• 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 suggested improvements and enhancements
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources

Communication:

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

• Communicate effective with other team members
• Communicate effective with patients and carers
• Recognise people’s needs for alternative methods of communication…