Practice Administrator

Are you a highly motivated individual driven by care and compassion? Do you thrive in a fast-paced environment and enjoy making a positive impact on people's lives? If so, we have the perfect opportunity for you! West Quay Medical Practice is a busy GP practice dedicated to providing quality healthcare services to our community. Our team is passionate about patient care and we are looking for an enthusiastic administrator to join us in our mission.

Main duties of the job:

• Manage patient appointments and schedules efficiently
• Handle administrative tasks with precision and attention to detail
• Provide excellent customer service to patients and visitors
• Support the medical staff with various administrative duties
• Maintain accurate records and documentation

About us:

At Hartlepool and Stockton Health GP Federation our guiding aim is to improve the health and wellbeing of local people. Relationships are key to everything we do and by working with our practice members and their Primary Care Networks, as well as other local partners, we strive to provide excellent services that help people to live their best lives.

Job responsibilities:

• Welcome patients and visitors to the Practice, directing requests appropriately
• Answer incoming phone calls, transferring calls or dealing with the caller's request appropriately
• Receiving of patient samples and processing as per protocol
• Book appointments, maintain and monitor the Practice appointment system
• Process incoming and outgoing mail
• Initiating contact with and responding to requests from patients, team members and external agencies
• Process referrals to external agencies such as District Nursing using the electronic referral system (ERS)
• Process and support patient call and recall systems
• File and store records as required
• Input data into the patients' healthcare records as necessary
• Scanning of patient-related documentation and attaching scanned documents to patients' healthcare records
• Extracting the required data from clinical correspondence and coding the data into the patients' electronic healthcare record on TPP SystmOne Clinical System
• Manage all queries, including administrative queries as necessary in an efficient manner
• Monitor and maintain the work areas ensuring a clean, tidy, effective working area at all times
• Support all clinical staff with general tasks as requested
• The processing of changes to patient registration, deduction of record and new patient registration
• Maintain effective security of data at all times
• Assist with fault reporting
• Ensure new patient records are received electronically and imported onto the clinical system
• Summarise patients' notes when requested
• Process patient online applications as required
• Process requests for information i.e., SAR, Insurance/Solicitors letters and DVLA forms
• Maintain other duties as assigned as reasonably related to the organisation

In addition to the primary responsibilities, the medical administrator may be requested to:

• Partake in audit as directed by the Practice Manager
• Support admin team, providing cover during staff absences
• Complete opening and closing procedures in accordance with the duty rota

You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels.

All staff at this Organisation have a duty to conform to the following:

Equality, Diversity and Inclusion (ED&I): A good attitude and positive action towards Equality Diversity & Inclusion creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do and it is required by law. Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect. Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds, including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF): This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety. The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards, and conform to health, safety and security legislation, policies, procedures and guidelines. All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Fire Precautions (workplace) Regulations 1999, and other statutory legislation which may be brought to the post holder's attention.

Confidentiality: The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect that all staff will always respect their privacy and maintain confidentiality. It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff protect patient information and provide a confidential service.

Quality and Continuous Improvement (CI): To preserve and improve the quality of the organisations outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the organisation, to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care. At this organisation, we continually strive to improve work processes which deliver healthcare with improved results across all of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care. Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice. All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.

Induction training: We will provide a full induction programme, and management will support you throughout the process.

Learning and development: The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in mandatory training as directed. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate. The post holder will undertake mentorship for team members, and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences). The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.

Collaborative working: All staff are to recognise the significance of collaborative working, understand their own role and scope, and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team. Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working, and working effectively with others to clearly define values, direction and policies impacting upon care delivery. Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information appropriately. All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence. Plans and outcomes by which to measure success will be agreed.

Managing information: All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information. Data should be reviewed and processed using accurate SNOMED codes to ensure easy and accurate information retrieval for monitoring and audit processes. Staff will be given detailed information during the induction process regarding policy and procedure. The post holder must adhere to the information contained within the organisations local policies and regional directives, ensuring protocols are always adhered to.

Security: The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone, and they are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and passwords are not to be shared.

Professional conduct: All staff are required to dress appropriately for their role.

Leave: All personnel are entitled to take leave. Line managers ensure staff are afforded the opportunity to take leave each year and are encouraged to take all their leave entitlement. Public holidays will be calculated on a pro-rated basis dependent on the number of hours worked.

Person Specification:

• Strong organisational and multitasking skills.
• Excellent communication and interpersonal abilities.
• Compassionate and patient-focused approach.
• Proficiency in administrative software and tools.
• Previous experience in a Healthcare setting.

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.