Patient Services Administrator

Allscreens Nationwide Ltd; Sunderland; On-site; GBP 18,000 - 24,000; Full time

Job summary

A role at Allscreens Nationwide Ltd in Sunderland focuses on delivering patient-centred front-desk and administrative support within a busy practice. You will handle calls, emails and face-to-face enquiries, book appointments, and process home visits or recalls as required.

The ideal candidate will manage patient data accurately, support clinical teams, and ensure compliance with information governance and safeguarding requirements.

Qualifications

• Provide a professional, courteous, patient-centred service to patients, carers, visitors and colleagues.
• Manage incoming calls, emails and enquiries efficiently and effectively.
• Book, amend and cancel appointments in line with policies and capacity.

Responsibilities

• Register new patients and maintain accurate demographic information.
• Process requests and electronic workflow within agreed timescales.
• Support clinicians and the healthcare team with administrative tasks to facilitate patient care.
• Maintain accurate electronic and paper records in accordance with procedures.
• Ensure patient information is handled confidentially and per data protection laws.

Skills

Customer service

Telephone handling

Administrative tasks

Data entry

MS Office

Tools

MS Office

Job description

KEY RESPONSIBILITIES

Patient Services and Administration

• Provide a professional, courteous, welcoming and patient-centred service to patients, carers, visitors and colleagues.
• Manage incoming telephone calls, online consultations, emails and face-to-face enquiries efficiently and effectively.
• Book, amend and cancel appointments in accordance with organisational policies, appointment protocols and available capacity.
• Process requests for home visits in accordance with practice procedures and escalated appropriately where clinical input is required.
• Register new patients and maintain accurate and up-to-date patient demographic information.
• Process patient requests, administrative tasks and electronic workflow within agreed timescales.
• Process repeat prescription requests in accordance with practice procedures and within the scope of the role.
• Process incoming and outgoing correspondence, referrals, reports and other clinical documentation as required.
• Support the administration of recall programmes, including health checks, screening programmes, vaccinations and long-term condition reviews.
• Provide administrative support to clinics and clinical teams as required.
• Support clinicians and the wider healthcare team with administrative tasks to facilitate the effective delivery of patient care.
• Liaise with hospitals, community services, laboratories and other external organisations where appropriate and within the scope of the role.
• Maintain accurate electronic and paper records in accordance with organisational procedures.
• Ensure patient information is handled confidentially and in accordance with information governance requirements and data protection legislation.

Patient Access and Care Navigation

• Undertake non-clinical care navigation and signposting in accordance with approved organisational protocols.
• Direct patients to the most appropriate clinician, healthcare professional, service or community resource based on established pathways and protocols.
• Support patients to access appropriate services and explain available pathways clearly and professionally.
• Contribute to the effective management of patient demand and appointment capacity.
• Recognise the limits of the role and escalated clinical, safeguarding or other concerns appropriately.
• Support an excellent patient experience by responding to enquiries professionally, managing expectations appropriately and identifying opportunities to improve patient access and service delivery.
• Promote appropriate use of services and support patients to access the right care at the right time.

Digital Services

• Promote and support the use of digital healthcare services, including the NHS App, online consultations, appointment booking, repeat prescription requests and patient online access.
• Assist patients who require support to access and use digital healthcare services.
• Encourage appropriate use of digital pathways to improve patient access, engagement and service efficiency.
• Support the implementation of digital initiatives designed to improve patient experience and organisational efficiency.
• Process digital requests and electronic communications in accordance with agreed procedures and timescales.
• Maintain accurate electronic records and information in accordance with organisational requirements.

Quality, Compliance and Governance

• Work in accordance with STHC policies, procedures, protocols and organisational requirements.
• Adhere to requirements relating to confidentiality, information governance, data protection, safeguarding, health and safety, infection prevention and control and risk management.
• Recognise, report and appropriately escalated safeguarding concerns in accordance with organisational policies and procedures.
• Support the organisation in maintaining compliance with CQC standards and other relevant regulatory requirements.
• Report incidents, accidents, hazards, near misses and concerns through the appropriate organisational processes.
• Participate in audits, service reviews, quality improvement initiatives and data collection exercises as required.
• Identify and report issues that may affect the quality, safety or efficiency of services.
• Complete all mandatory and role-specific training within required timescales.
• Maintain awareness of relevant policies, procedures and developments affecting the role.

Service Champion Responsibilities

• Undertake a designated Service Champion responsibility for an agreed area.
• Act as a point of contact for colleagues within the allocated area of responsibility.
• Support consistent application of agreed processes and procedures.
• Promote good practice and contribute to service improvement.
• Support the development and implementation of new processes and procedures.
• Share relevant information, updates and learning with colleagues.

Team Working and Professional Development

• Work collaboratively with clinical and non-clinical colleagues to support safe, effective and patient-focused services.
• Build and maintain positive working relationships with colleagues across STHC.
• Demonstrate flexibility and adaptability in responding to the changing needs of the practice and wider organisation.
• Participate in team meetings, supervision, appraisal, training and development activities.
• Take responsibility for maintaining and developing knowledge and skills relevant to the role.
• Reflect on own performance and identify opportunities for learning and improvement.
• Support colleagues and contribute positively to the working environment and organisational culture.
• Maintain a professional approach at all times.

Working Arrangements

• The post holder may be required to work across STHC practice sites to support service delivery.
• The post holder may be required to work between 08:00 and 18:30 and participate in enhanced access sessions on a rotational basis, which may include evenings or weekends in accordance with service requirements.
• The post holder will be expected to work flexibly across patient-facing and administrative functions according to service demand.
• Duties may be amended, following appropriate discussion, to reflect changing service requirements while remaining commensurate with the grade and purpose of the role.

General

• Carry out any other reasonable duties commensurate with the grade and responsibilities of the post.
• Maintain confidentiality at all times in accordance with organisational policies and legislation.
• Promote equality, diversity, inclusion and respect in all aspects of the role.
• Support STHC in delivering services that are safe, effective, caring, responsive and well-led.
• Contribute to the continuous improvement of services and the achievement of organisational objectives.