Practice services support Administrator

As a Support Administrator within Patient Services, you will undertake a variety of administrative duties to support and cover areas including but not limited to, Medical records, Results & Recalls and Document administration.

You will work to agreed targets and timescales, and in accordance with Practice policies, protocols, guidelines and procedures.

Attendance at monthly team meetings and periodic training days is mandatory except in exceptional circumstances. The Practice will commit to publishing a team meeting schedule and to provide adequate notice for any training days.

Main duties of the job

Our Support Administrators are at the heart of our Practice Services teams.

Working across Charlotte Keel Medical Practice, Broadmead Medical Centre and Homeless Health Service, you will provide high-quality administrative support across a wide range of functions to help ensure the smooth day-to-day running of our services.

Responsibilities may include:

• Providing administrative support to clinicians and practice teams.
• Managing correspondence, emails and telephone enquiries.
• Processing referrals, reports and healthcare documentation.
• Maintaining accurate patient records and clinical systems.
• Supporting medical records administration and document management processes.
• Assisting with patient recalls, screening programmes and health initiatives.
• Supporting appointment and clinic administration.
• Preparing meeting documentation and taking minutes when required.
• Assisting with audits, reporting and service improvement activities.
• Supporting colleagues across a range of operational and administrative tasks.

This is a varied and rewarding role that would suit someone who enjoys working in a fast-paced environment, is highly organised, and takes pride in delivering excellent service.

Working for our organisation

Why Join Our Team?

Make a Real Difference

• Play a vital role in supporting the smooth running of our Practice Services teams across three sites.
• Help ensure patients receive timely, efficient and compassionate care.
• Contribute to improving health outcomes for diverse communities across Bristol.
• Join a friendly and supportive team that values inclusion, respect and teamwork.
• Work alongside dedicated colleagues who are passionate about delivering excellent patient care.
• Be encouraged to share ideas and contribute to service improvements.

Professional growth and recognition

• Access training, development and ongoing learning opportunities.
• Benefit from our employee recognition platform with exclusive offers and rewards.
• As part of our Employee Ownership Trust, become a co-owner and help shape the future of our organisation.
• High energy, High reward. If you like being on the go and making a tangible difference, you’ll thrive here

Detailed job description and main responsibilities

Main Duties and Responsibilities

Providing cover and support for the Medical Records Administrator

• Process incoming electronic patient medical records
• Organise incoming paper patient medicals records in preparation for summarising
• Review medical records and produce an accurate and sufficient summary of the patient's medical history
• Code the patient record on the Practice clinical system accordingly
• File paper patient records and maintain an effective filing system
• Synchronise locally, regionally and nationally held patient data
• Administer the processing of medical records requests from patients and third parties:
• Record receipt of medical records requests
• Copy record, removing sensitive third-party information and obtaining GP authorisation for records release where appropriate
• Record completion and dispatch of medical records
• Administer the processing of medical report requests:
• Record receipt & distribute medical report requests to clinicians
• Create and send invoices for medical reports
• Record completion and dispatch of medical reports

Providing cover and support for the Document Administrator

• Scan paper documents and download electronic documents
• Code the source and subject of document
• Electronically file documents on relevant patient record
• Identify relevant clinical information contained in documents and code the patient record on the Practice clinical system accordingly
• Work-flow the document to the most appropriate clinician
• Code additional document content onto the patient record at the request of clinicians

Providing cover and support for the Results & Recalls Administrator

• Contact patients for test result follow up at the request of clinicians
• Maintain recall systems relating to:
• Cervical cytology
• Immunisations and vaccinations
• Record results for selected screening and immunisations programs
• Provide patient lists to external screening services
• Complete childhood immunisation returns
• Liaise with external organisations where appropriate
• Undertake any other duty as reasonably requested by the management team

Communication

• To communicate on the phone, by email, fax or in person with staff from a wide variety of NHS / other departments in a confidential, professional and efficient manner so that good communication between the surgery and all other services is maintained.
• To communicate in a professional, friendly and helpful way with patients, carers and the general public to maintain an excellent profile for the surgery amongst its users including communicating test results where appropriate.
• To maintain confidentiality for all patients and users of the service.
• To communicate effectively and sensitively with service users who maybe angry, confrontational, upset, anxious, fearful or have communication difficulties such as poor language skills, hearing loss or learning disabilities.

Responsibility

• To carry out duties with a level of autonomy and minimum supervision working within broad procedural guidelines.
• Use own initiative to prioritise own workload and day-to-day tasks.
• To support the effective maintenance and management of office systems.
• To be responsible for recognising own training needs and identifying training needs that may help improve service quality.
• Work in accordance with site and BrisDocs policies and procedures.
• Report incidents and near misses to ensure the continued safety of staff, patients and visitors to the practice.
• Report incidents and areas of non-compliance to ensure that the practice responds and learns from errors and untoward events.

Person specification

Essential Qualifications and Training

• Educated to GCSE standard (or equivalent) with grade C or above in English
• Evidence of a commitment to continuing professional development
• Excellent keyboard skills – experience of using Microsoft office e.g. Word, Excel
• Qualification / certificates in Administration
• Certificates relating to information governance and security
• Good general computer skills – experience of using Microsoft office e.g. Word, Excel
• Experience of paper and electronic records administration (Including Scanning)
• Administrative filing and record keeping
• Experience of administration of telephone and written customer/patient contact
• Experience of working in an integrated multi skilled team.
• Experience of working in a pressurised environment.
• Experience of using EMIS web computer software
• Experience of clinical system patient record coding
• Experience of medical records requests administration
• Experience of administering recall systems
• Experience of summarising medical records

Essential Personal qualities and Attributes

• Excellent attention to detail and accuracy skills
• Excellent written and verbal communication skills
• Able to work in a pressurised environment, responding to multiple demands in the team.
• Able to work within a team and take instruction as required - Able to quickly establish rapport and credibility with others in the team
• Able to use own initiative
• Able to maintain confidentiality at all times with regards to staff and patients
• Excellent organisational skills

Employer certification / accreditation badges

This post will require a submission for Disclosure to be made to check for any unspent criminal convictions.