Patient Care Administrator

Integrated Care System; Liverpool; On-site; GBP 24,000 - 27,000; Full time

Job summary

A healthcare provider in Liverpool seeks to hire a medical administrative assistant responsible for delivering high-quality patient communication and support. You'll manage patient flow, respond to inquiries, and assist in administrative duties. Candidates should possess GCSE-level education and demonstrate strong organization and people skills. Salary ranges from £24,937 to £26,598 per year, depending on experience.

Benefits

Staff wellbeing team

Protected study leave with financial allowance

6-month mentorship/induction package

Qualifications

• Demonstrate competence in the English language.
• Experience of dealing with the general public, preferably in a customer service environment.

Responsibilities

• Ensure each patient receives high-level customer service.
• Monitor the flow of patients in consulting and treatment rooms.
• Respond to all queries from patients and visitors.
• Provide support to clinical staff as required.

Skills

Excellent administration and organisational skills

Ability to manage time effectively

Friendly and approachable manner

Ability to cope with challenging behavior

Good customer service skills

Education

GCSE level or equivalent

Job description

To provide a point of contact for the patients and act as a focal point of communication between the patients, doctors and other medical staff.

Other job locations include:

• Ropewalks - 26 Argyle Street Liverpool L1 5DL
• Kensington Neighbourhood Health Centre - 157 Edge Lane Liverpool L7 2PF
• Marybone Health Centre - 2 Vauxhall Road, Liverpool L3 2BG

Main duties of the job

Ensure each patient/visitor to thepractice always receives a high-level of customer care/service

Ensure that the patient journey isto a high standard

Monitor the flow of patients intothe consulting and treatment rooms.

Provide support to all clinicalstaff as and when required ensuring that communication with patients is alwaysmaintained

Respond to all queries and requestsfor assistance from patients and other visitors, including assisting patientsto complete the relevant NHS forms

Action any admin tasks and requestsin an efficient and effective way.

Ensure that requests forprescriptions are actioned where possible within one working day.

Follow Practice procedures foropening and closing of all sites.

Ensure total familiarity with allthe appointment systems including the regular and incidental variations.

Book appointments and recalls.

Provide a high level of service whencovering the phones and ensure patients are signposted appropriately.

Answer phones in a timely manner andensure they are dealt with in an effective way.

Ensure the practice guidance foridentifying patients and greeting patients when they call the practice isalways followed.

Manage all telephone and home visit requestsas per the practice process ensuring that all patient contact information is upto date.

Participate in 121 meeting to reviewthe quality of calls through call recordings and reflect on any improvements ifrequired.

About us

Brownlowprides itself in being an exceptional employer. We have a dedicated staffwellbeing team and offer numerous staff benefits and incentives includingprotected study leave with financial allowance. You will receive a 6-monthmentorship/induction package.

Brownlow isan organisation that is committed to equality and diversity, and we strive forour workforce to be representative and inclusive of the complex and diversecommunity which we are proud to serve. With this commitment in mind, weactively encourage individuals who self-identify as having protectedcharacteristics to apply for this role. We are particularly keen to encourageapplications from: individuals with linguistic diversity, members of the LGBTQ+community; members of black, minority ethnic, and minority faith groups; andfrom those who are disabled and / or neurodiverse. We are mindful that we maynot always be aware of structural and systemic factors, which might discourageor prevent certain minority groups and marginalised populations from applyingto join our team. Although notrequired by law we strongly recommend that all staff have received all Covidvaccinations. Extended access will form part of your contracted hours.

If you are successful atinterview and are registered with any of the Brownlow sites, you arerequired to change practices and this will be a stipulate of employment.

Job responsibilities

Ensure each patient/visitor to thepractice always receives a high-level of customer care/service

Ensure that the patient journey isto a high standard, and any queries are dealt with effectively and in anempathetic manner

Monitor the flow of patients intothe consulting and treatment rooms.

Ensure that patients withoutappointments, but who need to be seen on the day, are dealt with in a logicaland non-disruptive manner.

Provide support to all clinicalstaff as and when required ensuring that communication with patients is alwaysmaintained

Respond to all queries and requestsfor assistance from patients and other visitors, including assisting patientsto complete the relevant NHS forms

Action any admin tasks and requestsin an efficient and effective

Ensure that requests forprescriptions are actioned where possible within one working day.

Follow Practice procedures foropening and closing of all sites

Ensure total familiarity with allthe appointment systems including the regular and incidental variations.

Book appointments and recalls.

Provide a high level of service whencovering the phones and ensure patients are signposted appropriately

Answer phones in a timely manner andensure they are dealt with in an effective way

Ensure the practice guidance foridentifying patients and greeting patients when they call the practice isalways followed

Manage all telephone and home visit requestsas per the practice process ensuring that all patient contact information is upto date.

Participate in 121 meeting to reviewthe quality of calls through call recordings and reflect on any improvements ifrequired

Carry out any other reasonablydelegated duties considered appropriate to the post

Liaise with members ofthe Practice, other NHS organisations and outside agencies.

Communicate sensitively and effectively with others,using active listening and adapting communication style and method as necessaryto meet their needs, participatingin meetings as required.

Understand own role and scope in the practice.

Work as an effective and responsible team member,supporting colleagues in a flexible and approachable manner.

Ensure that any data entered into the computer is done accurately.

Understand and followthe requirements of confidentiality (including General Data ProtectionRegulation - GDPR) and the Freedom of Information Act and refer on any queriesas appropriate.

Participate in quality improvementinitiatives, including Significant Event Analysis and PAIRS.

Support the aims andobjectives of the Practice and contribute to the on-going development of thePractice as required.

Follow Practice policies, including Health and Safety,Security and Confidentiality.

Participate in primaryhealthcare team meetings when required.

Provide data, asrequested, for practice development plans and report.

Be aware of practicepolicies on risk management / incident reporting and health and safety andoperate appropriate procedures for minimising risk.

Be aware of issuesrelated to own development and be committed to participate in training andeducation

Undergo regularappraisal, supervision and training as necessary to update skills and knowledge

To ensure compliancewith the Practice Mandatory Training Programme

To participate in themonthly Practice Synergy Sessions

Provide training to other staff in work relevant tothis post.

Participate in the induction of new staff, studentsand other attached professionals

Respect the privacy,dignity and beliefs of patients, carers, visitors and co-workers. They must betreated equally, irrespective of gender, ethnic origin, age, disability, sexualorientation, religion, etc.

Be aware of proceduresregarding protection of children and vulnerable adults, including Practice andNHS policies. Follow the guidance and policies and take action in anappropriate manner.

Follow Health &Safety Policies and guidelines, including fire procedures and those pertainingto clinical areas of risk. Use safe working procedures and report incidents usingthe incident reporting system.

Use the personal security systems within the workplaceaccording to Practice guidelines.

Follow infection control procedures.

Employees must take reasonable carefor the Health and Safety of him/herself and / or others who may be affected byhis/her acts or omissions at work.

Noperson shall intentionally or recklessly interfere with or misuse anythingprovided in the interests of Health, Safety or Welfare.

Allinformation relating to patients and staff gained through your employment andafter leaving employment with Brownlow Health is confidential. Disclosure toany unauthorized person is a serious disciplinary offence or may result inlitigation

Any other reasonable delegated dutiesconsidered appropriate to the post.

Give good and regular attendance.

Maintain a tidy and organised workarea.

The post-holder is advised that the job description describesresponsibilities as they are currently required and these are subject forreview and updating in the light of changing service needs. Any changes will besubject to consultation as part of the annual appraisal.

Should be aware that jobdescriptions are not fixed although every effort is made to ensure that theresponsibilities reflect what you are being asked to do. However by the natureof the business that Brownlow Health undertakes this demands flexibility inorder to provide a service to our patients and Doctors. The job title anddescription may be amended and you may be asked to undertake additional dutiesnot specified that may be reasonably required

May be expected to work at any ofthe medical practice sites in line with service needs

Person Specification

Qualifications

• A sound general education to GCSE level or equivalent, or equivalent working experience.

Personal Skills and Abilities

• Excellent administration and organisational skills with the ability to manage time effectively to meet deadlines.
• The ability to work independently and use initiative
• The ability to produce work that is accurate, thorough and well presented.
• A friendly and approachable manner, good with people skills, showing understanding, care and assertiveness when appropriate.
• A conscientious approach and commitment to working in an adaptable and flexible manner.
• The ability to work calmly and effectively and deal with multiple demands even when busy.
• The ability to cope with occasional exposure to challenging behaviour, distressing circumstances or emotional events.
• The ability to deal with personal information sensitively and respect peoples right to confidentiality.
• The ability to work positively as a member of a busy team.
• The ability to influence others positively, negotiate constructively and resolve conflict successfully.
• The ability and willingness to engage with individuals to improve their personal performance.
• The ability to give good and regular attendance.
• Demonstrate your competence in the English language. Assessed at interview/ Certificate of English proficiency

Experience

• A good standard of grammar and spelling in the English language.
• Experience of using computers, with good keyboard skills.
• Experience of dealing with the general public, preferably in a customer service environment.
• Good administrative and organisational skills, with the ability to prioritise work.
• Training or qualifications in customer service, administration, IT or other related areas.
• Experience of clerical work.

General

• A commitment to support the delivery of the best possible service to a diverse inner-city population.

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.

£24,937 to £26,598 a yearDepending on experience