Administrator / Care Coordinator

Great Lumley Surgery; Chester-le-Street; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare practice is seeking an enthusiastic and self-motivated practice administrator / care coordinator to join its team. The successful candidate will provide administrative support, maintain patient records, and assist in coding within a collaborative environment. Strong communication and organisational skills are required. Experience in healthcare settings is preferred.

Qualifications

• Experience of administrative duties.
• Experience of working with the general public.
• Experience of working in a healthcare setting.

Responsibilities

• Provide administrative support to the practice team.
• Handle patient enquiries courteously and efficiently.
• Maintain accurate and confidential patient records on clinical system.
• Organise and schedule appointment diaries.
• Assist in coding clinical information.

Skills

Compassion

Organisational skills

Communication skills

IT skills

Time management

Patient-focused

Interpersonal skills

Education

GCSE Mathematics and English at Grade C or above

NVQ Level 2 in Health and Social Care

Certificate in medical terminology

Tools

Emis Web

Job description

We are seeking for anenthusiastic, reliable and self-motivated practice administrator / carecoordinator to join our friendly and professional practice team. The successfulcandidate will play a key role in ensuring the smooth and efficient running ofthe practice admin team along with supporting both patients and clinicians.

Please note this advert maybe closed early if a suitable applicant is recruited.

Main duties of the job

The duties andresponsibilities of the successful candidate may include any or all of theitems listed which is not exhaustive. Duties may be varied from time to timeunder the direction of the management team.

Provide administrative support to thepractice team.

Answer the telephone promptly and deal withenquiries in a helpful and courteous manner.

Handle patient enquiries courteously andefficiently, both in person and over the phone.

Maintain confidentiality regarding patientsand staff.

Maintain a good working relationship withinternal and external stakeholders.

Effectively signpost patients to servicesappropriate to their needs.

Action clinical correspondence as perinstruction.

Maintain accurate and confidential patientrecords on clinical system.

Summarise and code relevant information intothe practice computer system.

Working strictly in accordance with thepractice summarising protocol and letter management protocol.

Take accurate and precise notes duringpractice meetings.

Organise and schedule appointment diaries.

Work collaboratively with the wider practiceteam to deliver excellent patient care.

About us

Great Lumley Surgery is a semi-ruralpractice on the outskirts of Chester-Le-Street. We serve a population ofapprox. 5200. At present there are three partners, two female and one male andone Salaried GP. We have been a training practice for over 25 years, and thisis strongly within the ethos of the practice.

Medical care at Great Lumley iscentred on good teamwork and the Primary Health Care Team. We like to look onourselves as an integrated team providing high quality care to the patientsthat we serve and are all highly motivated and dedicated towards achieving thataim. A sense of humour is essential.

Every member of the team is valuedfor their contribution and skills, and we try and enhance their role andpurpose within the practice as much as possible. There is no them and usmentality and everyone is encouraged to participate as fully as they can.Regular meetings are held on a wide variety of topics involving the whole teamand full participation from members is encouraged.

Job responsibilities

Job title

Line manager

Zoe Percival Assistant Practice Manager

Accountable to

Up to 32 hours

Job summary

To be responsible for some aspects of coding of relevant information into patients electronic healthcare records on Emis Web clinical system, adhering to the practice coding policy.

In addition, the post holder will also support the multi-disciplinary team providing administrative support as required in line with the needs of the organisation.

Mission statement

To serve our patients

Generic responsibilities

All staff at Great Lumley Surgery have a duty to conform to the following:

Equality, Diversity and Inclusion

A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons it improves operational effectiveness; it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.

The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.

All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the:

Health and Safety at Work Act 1974,

Fire Precautions (workplace) Regulations 1999

Coronavirus Act 2020

Other statutory legislation which may be brought to the post holders attention.

Confidentiality

The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.

It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.

Quality and Continuous Improvement (CI)

To preserve and improve the quality of this organisations outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.

The responsibility for this rests with everyone working within the organisation to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.

Great Lumley Surgery continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.

All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.

Induction

At Great Lumley Surgery, you willl be required to complete the induction programme and the practice management team will support you throughout the process.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed by Practice Manager. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate

The post holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences).

The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.

Collaborative working

All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.

Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery

Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.

Plans and outcomes by which to measure success should be agreed.

Managing information

All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.

Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes.

Staff will be given detailed information during the induction process regarding policy and procedure.

The post holder must adhere to the information contained within the organisations policies and regional directives, ensuring protocols are always adhered to.

Security

The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.

Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.

Professional conduct

All staff are required to dress appropriately for their role.

Leave

All personnel are entitled to take leave. Line managers are to ensure all their staff are afforded the opportunity to 5 weeks leave each year (pro rata) and should be encouraged to take all their leave entitlement.

Public holidays will be calculated on a pro-rated basis dependent on the number of hours worked.

Primary key responsibilities

The following are the core responsibilities of the administrator / care coordinator. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

To code clinical information in line with thepractice document management policy.

Distributing clinical documents to clinicalstaff.

Processing and distributing incomingcorrespondence.

To maintain the computer clinical system inan accurate and secure manner.

Summarise medical records and code theinformation into the practice clinical system (emis)

Process changes to patient registration,deduction of record and new patient registrations.

Monitor workflow manager.

General administration within the departmentas required and directed by the management team.

Maintain a clean, tidy, effective workingarea at all times.

Administrative support to the practice tohelp it achieve its targets and requirements.

Accurate and precise note taking throughoutpractice meetings and follow up actions as needed.

Maintaining and monitoring the practiceappointments system.

Any other tasks allocated by the practicemanagement team.

Acting as a point of contact for patients,families and carers.

Supporting the coordination of care andservices across health, social care and voluntary sectors.

Proactively identifying patients who wouldbenefit from personalised care and care planning.

Helping patients to navigate services, accessappointments and understand their care plans.

Working with the PCN team to reduce healthinequalities and improve patient experience.

Maintaining accurate records and contributingto service evaluation and improvement.

Person Specification

Personal Qualities

• Compassionate, patient-focused and committed to supporting others.
• Highly organised with excellent communication and interpersonal skills.
• Polite and confident.
• Flexible and cooperative.
• Able to work independently and part of a team.
• Ability to follow policy and procedures.

Experience

• Experience of administrative duties
• Experience of working with the general public
• Experience of working in a healthcare setting

Knowledge / Skills

• Excellent communication skills and effective in communicating and understanding patient needs.
• Confident using IT systems and able to maintain accurate records.
• Ability to use own initiative, discretion and sensitivity.
• Punctual and committed to supporting the team.
• Understanding of safeguarding adults and children.
• High levels of integrity and loyalty.
• Excellent communication skills (written and oral).
• Effective time management.
• Experience of using emis.
• Demonstrate personal accountability, emotional resilience and work well under pressure.

Qualifications

• GCSE Mathematics and English at Grade C or above (Level 4) or above, or Functional Skills Level 2 in Maths and English.
• NVQ Level 2 in Health and Social Care
• Certificate in medical terminology

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.