Patient Administrator in Esher

We are seeking a reliable and enthusiastic Patient Administrator to join our friendly and supportive team at Esher Green Surgery, part of the Bourne Health Partnership. This role is key to the smooth running of the practice and involves providing high-quality administrative support to clinicians and the wider practice team, ensuring excellent care for our patients.

Main duties of the job:

• Handle patient queries and manage clinical correspondence.
• Maintain accurate records and support appointment and referral processes.
• Work closely with GPs, nurses, and the reception team to help deliver efficient and compassionate primary care services.

About us:

The Bourne Health Partnership is a dynamic and growing NHS primary care organisation comprising four GP practices: Portland Medical Centre in South Norwood, Keston Medical Practice and The Moorings Medical Practice in Purley and Kenley, and Esher Green Surgery in Surrey Downs. Together, we care for a diverse population of over 55,000 patients.

Why Join Us at Esher Green Surgery?

• A supportive and inclusive working environment.
• Opportunities for development and training.
• A chance to contribute meaningfully to improving patient outcomes.
• Flexibility to support work-life balance.

Job responsibilities:

• Greet and welcome patients and visitors in person and direct them to the waiting room/consultation room; deal with their enquiry in an efficient and courteous manner.
• Use the AccuRx referral system for continual viewing of incoming AccuRx, moving to triage, actions from triage, checking patient attendance once offered an appointment, etc.
• Answer the telephone, addressing or referring enquiries, and taking messages ensuring accuracy of detail and prompt appropriate delivery.
• Assist in actioning EmisWeb email tasks on a daily basis.
• Make new or follow-up appointments as per task.
• Maintain security by following procedures.
• Maintain a safe and clean reception area by complying with procedures, rules, and regulations.
• Book EE paramedic appointments as requested, ensuring careful recording of all relevant details.
• Be aware of clinicians working on the day, duty doctor, resident doctor catch up, and clinical schedules, booking criteria for nurse teams.
• Use the AccuRx system for advising patients of private charges when the appointment is non-NHS; accept payment and issue receipts.
• Open post and forward to the Docman system or the person who the document is for.
• Action repeat prescription requests.
• File prepared prescriptions in alphabetical order ready for collection.
• Explain the practice procedures and formal requirements to new patients and those seeking temporary cover and ensure it is completed.
• Maintain continuity with work teams by documenting and communicating actions, irregularities, and continuing needs.
• Contribute to team effort across admin roles.
• Prioritise and organise the workload.
• Comply with Infection Control policy.
• Develop understanding of the EmisWeb system and take part in training.
• Check the EmisWeb message notes on opening the page, check emails and action as appropriate; be aware of tasks icon and check with the responsibility holder if any can be worked on.
• Ensure a record is made on the EmisWeb patient page of all patient notes and correspondence.
• Ensure the record is clear and understandable to other readers.
• Acquaint yourself with patient leaflets/information on show in the waiting room; remove any out-of-date information from the display.
• Email: daily check your own NHS.net account and the practice account.
• Open up premises at the start of the day if you are the first to arrive, deactivate alarm and make all necessary preparations to receive patients.
• When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, and the alarm activated.
• Take patient registrations into reception, check all documents.
• Carry out tasks/actions given by a doctor; take tasks from the action tray.
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
• Ensure confidentiality at all times; Confidentiality Policy.
• Promote and maintain your own and others' health, safety, and security as per the Practice Health & Safety Policy.
• Act in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
• Respect the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
• Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Communicate effectively with other team members, patients, and carers.
• Recognise people's needs for alternative methods of communication and respond accordingly.

Person Specification:

• Excellent Telephone Skills.
• Microsoft Office Skills.
• Professionalism.
• Good Organisational Skills.
• Informing Others.
• Strong Team player.
• Confidentiality / Data Protection knowledge.

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.