Patient Support Administrator - General Administrator

Albany House Medical Centre; Wellingborough; On-site; GBP 19,000 - 23,000; Part time

Job summary

Albany House Medical Centre in Wellingborough is seeking a flexible patient support team member to join our busy GP practice. The role is 27.5 hours per week, with core hours 13:00–18:30 Monday and Friday, and a Saturday morning rota about once every seven weeks.

You will welcome patients, manage calls and appointments, handle records and administrative tasks, and support clinicians to ensure a smooth, patient-centred service. Training will be provided.

Qualifications

• GCSE level education or equivalent.
• Excellent communication and customer service experience.
• Experience in a healthcare environment is desirable but not required.

Responsibilities

• Greet patients and direct inquiries to the appropriate team.
• Book appointments and handle face-to-face and phone communications.
• Manage patient records and data entry on SystmOne and Anima Health.
• Provide cover during staff absences and occasional weekends.
• Maintain a tidy, professional reception area and work as part of a small team.

Skills

Communication skills

Organisational skills

Customer service

Education

GCSE level or equivalent

Job description

An exciting opportunity has arisen for a patient support team member at Albany House Medical Centre.

We are looking for a flexible and hardworking individual with good organisational, and communication skills. You will take pride in your working ethic and be willing to go that extra mile to help our patients.

Previous knowledge or experience of working in a GP Practice environment is preferrable but not essential as training will be given to the right candidate.

The role is for 27.5 hours a week and main duties will be carried out Monday to Friday between 13:00 - 18:30.

The successful candidate will be an essential part of a small team that prides itself on optimum patient experience within the Albany House surgery.

You will also be required to work a Saturday morning (8am-12pm) on a Rota basis which is roughly 1 Saturday in 7.

Main duties of the job

Key Responsibilities

Reception & Telephone Duties:

• Welcome and assist patients and liaise with the practice team.
• Handle appointment bookings, face to face/telephone contacts, and direct inquiries to appropriate professionals.
• Navigate internal/external service inquiries and relay messages accurately.
• Initiate/respond to contact from patients and healthcare agencies.
• Ensure daily operational readiness of systems.
• Manage tasks and actions via Anima Health platform.

Administrative Responsibilities:

• Prioritise and manage personal workload.
• Handle administration task such as immunisation recalls, pathology results, prescriptions, and patient requests.
• Perform data entry, record summarisation, and clerical tasks (filing, scanning, registrations).
• Maintain a tidy and professional workspace.
• Provide cover during staff absences and work occasional weekends/overtime.
• Complete mandatory training and any duties assigned by management.

Anima Health System:

• Process and manage patient requests efficiently.
• Ensure accurate triage and documentation of calls and requests.

Appointment & Medical Records Management:

• Book/edit/cancel appointments and recalls using SystmOne and Anima Health.
• Monitor system effectiveness and report issues.
• Manage correspondence, reports, and hospital letters promptly.

About us

ABOUT ALBANY HOUSE, OUR VALUES AND BEHAVIOURS

Our purpose is to deliver the best possible care for all the people who visit our practices, either as patients, the public or as staff.

As one of the largest and busiest surgeries in Wellingborough, our vision is to move from where we are now to where we want to be, the journey from good to great.

In undertaking this role, you are always expected to behave in accordance with our practice values which demonstrate your commitment to the delivery of high-quality services to patients. This will be in accordance with agreed objectives, quality standards, and resource constraints.

Our values are:

• We treat patients, service users, and each other with kindness, dignity, and respect.
• Services are always designed around the Patient.
• We deliver services that are well managed,efficient, convenient, and accessible for patients.
• We do what we say we are going to do.
• We are one team and work best when we work together.

Job responsibilities

Our purpose is to deliver the best possible care for all the people who visit our practices, either as patients, the public or as staff.

As one of the largest and busiest surgeries in Wellingborough, our vision is to move from where we are now to where we want to be, the journey from good to great.

In undertaking this role you are expected at all times to behave in accordance with our practice values which demonstrate your commitment to the delivery of high quality services to patients. This will be in accordance with agreed objectives, quality standards, and resource constraints.

Our values are:

We treat patients, service users, and each other with kindness, dignity and respect Services are always designed around the Patient. We deliver services that are well managed, efficient, convenient and accessible for patients We do what we say we are going to do We are one team and work best when we work together

Key responsibilities

• Manage, administer and deal with all enquiries and queries from patients, staff and general public
• Providing admin support to clinicians as required (including chaperoning)
• Communicating with patients
• Making, canceling and re-arranging appointments
• Carry out other administrative duties as required to cover other staff absence and in times of increased activity
• Liase with external partners
• Treat EVERY patient, staff member and general public with respect and dignity
• Flexibility to amend working hours at short notice

Working Hours

Core working hours will be a 13:00 to 18:30 Monday and Friday (working 5.5 hours a day) - however the need to be be flexible at possible short notice to cover absences is essential

Equality, Diversity & Inclusion

A good attitude and positive action towardsED&I creates and environment where all individuals are able to acheivetheir full potential. Creating such an environment is important for threereasons: it improves operational effectiveness, it is morally the right thingto do, and it is required by law.

Patients and their families have the right to betreated fairly and be routinely involved in decisions about their treatment andcare. They can expect to be treated with dignity and respect and will not bediscriminated against on any grounds including age, disability, genderreassignment, marriage and civil partnership, pregnancy and maternity, race,religion or belief, sex or sexual orientation. Patients have a responsibilityto treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly inrecruitment and career progression. Staff can expect to work in an environmentwhere diversity is valued and equality of opportunity is promoted. Staff willnot be discriminated against on any grounds including age, disability, genderreassignment, marriage and civil partnership, pregnancy and maternity, race,religion or belief, sex or sexual orientation. Staff have a responsibility toensure that you treat our patients and their colleagues with dignity andrespect.

Safety, Health,Environment and Fire (SHEF)

This practice is committed to supporting andpromoting opportunities to for staff to maintain their health, well-being andsafety. You have a duty to take reasonable care of health and safety at workfor you, your team and others, and to cooperate with employers to ensurecompliance with health and safety requirements. All personnel are to complywith the Health and Safety at Work Act 1974, Environmental Protection Act 1990,Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and otherstatutory legislation.

Confidentiality

Thispractice is committed to maintaining an outstanding confidential service. Patientsentrust and permit us to collect and retain sensitive information relating totheir health and other matters, pertaining to their care. They do so inconfidence and have a right to expect all staff will respect their privacy andmaintain confidentiality at all times. It is essential that if, the legalrequirements are to be met and the trust of our patients is to be retained thatall staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

Topreserve and improve the quality of our output, all personnel are required tothink not only of what they do, but how they achieve it. By continuallyre-examining our processes, we will be able to develop and improve the overalleffectiveness of the way we work. The responsibility for this rests witheveryone working within the practice to look for opportunities to improvequality and share good practice.

Thispractice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. Wepromote a culture of continuous improvement, where everyone counts and staffare permitted to make suggestions and contributions to improve our servicedelivery and enhance patient care.

Induction Training

On arrival at thepractice all personnel are to complete a practice induction programme; this ismanaged by the Operations Manager

Learning and Development

Theeffective use of training and development is fundamental in ensuring that allstaff are equipped with the appropriate skills, knowledge, attitude and competencesto perform their role. All staff will be required to partake and completemandatory training as directed by the training coordinator, as well asparticipating in the practice training programme. Staff will also be permitted (subject toapproval) to undertake external training courses which will enhance theirknowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

Allstaff are to recognise the significance of collaborative working. Teamwork isessential in multidisciplinary environments. Effective communication isessential and all staff must ensure they communicate in a manner which enablesthe sharing of information in an appropriate manner.

Person Specification

Experience

• Educated to GCSE level or equivalent
• GCSE Mathematics & English (C or above)
• Excellent communication skills (written and oral)
• Customer Service experience
• Clear, polite telephone manner
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure
• Previous Experience of working within a healthcare environment
• Competent in the use of Office and Outlook
• Flexibility to work outside of core office hours

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.