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NHS Jobs; Conisbrough; On-site; GBP 21,000 - 27,000; Full time

Job summary

NHS Jobs is seeking an adaptable healthcare administrator to support care navigation, reception, and administrative duties within a GP practice. You will signpost patients, book appointments, and guide them to NHS services and online resources while maintaining confidentiality.

Responsibilities include greeting patients, handling calls, registering new patients, processing amendments, and ensuring accurate electronic records.

Responsibilities

• Signpost patients to appropriate services following care navigation pathways.
• Book appointments according to practice protocols and availability.
• Support access to self-care resources, NHS services, and local support organisations.
• Greet patients and manage incoming/outgoing calls professionally.
• Register new patients and process appointment requests/cancellations/changes.
• Maintain accurate electronic records and process prescription requests as required.
• Escalate urgent clinical matters per practice procedures.
• Contribute to a positive patient experience and patient safety.

Job description

Care Navigation

Receive and process patient requests, either in person, by telephone, online, or via other communication methods. Use approved care navigation training and pathways to signpost patients to the most appropriate service, this can include following instructions from the triage or on call teams.

Book appointments according to practice protocols and appointment availability. Support patients to access self-care resources, community services, pharmacy services, NHS services, and local support organisations where appropriate. Promote and support the use of online services and digital healthcare solutions. Ensure urgent clinical matters are escalated promptly in accordance with practice procedures.

Reception Duties

Greet patients and visitors in a professional, courteous, and helpful manner. Manage incoming and outgoing telephone calls efficiently. Deal with patient enquiries and requests sensitively and effectively. This can include emails, phone calls, messages via digital platforms, etc.

Register new patients and maintain accurate patient records. Process appointment requests, cancellations, and amendments. Handle patient correspondence and documentation as required.

Administrative Duties

Maintain accurate electronic records using the clinical system. Scan, code, redirect and file documentation in accordance with practice procedures. Process repeat prescription requests according to practice protocols. Support administrative tasks associated with patient care and practice operations. Assist with recalls, invitations, and other patient communications. Undertake administrative tasks as received from the clinical system.

Patient Experience

Provide a high standard of customer service at all times. Actively contribute to a positive patient experience. Respond appropriately to patient concerns and direct complaints in line with practice policy. Demonstrate empathy and professionalism when dealing with challenging situations.

Governance, Compliance and Risk

Support compliance with Care Quality Commission (CQC) standards, NHS regulations, and Practice policies. Take an active role to ensure the practices readiness for inspections and reviews from regulators and commissioners such as the CQC and ICB. Maintain health and safety, infection control, and data protection standards. Identify operational risks and take practical steps to resolve issues.

Finance and Resources

Monitor resources, equipment, and space to ensure smooth operations. Ensure costeffective use of resources in daily operations.

Communication and Teamwork

Act as a key point of contact Build effective working relationships with staff, patients, PCN colleagues, and suppliers. Attend meetings as requested.

Other Duties and Expectations

Provide temporary cover for selected responsibilities when required, such as during periods of annual leave. Maintain knowledge of and compliance with Practice policies and procedures relating to this post Attend relevant training courses as requested by the Business Manager and Practice Partnership, including assigned statutory and mandatory training. Undertake any other duties as required by the Practice and determined by the Business Manager and/or Practice Partnership. Promote the welfare of children, young people and vulnerable adults and comply with the practice safeguarding policies and procedures. Maintain strict confidentiality regarding patient, staff and business information and comply with practice policies and procedures. Follow practice policies in relation to Health and Safety and Patient Safety. Be committed to equality, diversity and appropriate professional conduct. Work within scope of practice and avoid decision making outside of competence.

This job description is intended as a guide and does not constitute an exhaustive list of duties. It may be amended to meet the changing needs of the practice.