Job summary
We are looking to recruit a full time Patient Services Administrator to join our busy patient services admin team at Newlands Medical Centre in Central Middlesbrough.
The ideal candidate would have some prior experience in a similar role and be able to provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the highest possible professional basis.
We use EMIS clinical system, full training will be provided to the successful applicant if required.
Main duties of the job
You will be responsible for undertaking a wide range of reception and administrative duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients,effective use of the appointment system through care navigation, processing of information (electronic and hard copy) and assisting patients as required. You will act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
About us
Newlands Medical Centre is a friendly GP practice based in Middlesbrough with a registered list size of just above 9000 patients. We achieve highly in QOF and have a CQC rating of good. We are a busy practice but believe in ensuring our staff are supported during the busy working week. We have numerous social events both onsite and a social evening at Christmas. We have Investors in People Gold Award and are committed to developing our team to provide quality.
We are a member of Greater Middlesbrough PCN and work closely with our other 7 member practices.
Our Primary Care multidisciplinary team currently consists of 4 GP Partners, 3 Salaried GPs, 2 Practice Nurses, 1 Nurse Associate, 2 Health Care Assistants, Clinical Pharmacist, and Pharmacy Technician. We also have allocated ARRS roles via our PCN which included an FCP, a Dietician, social prescribers, mental health workers. Attached staff include midwife, health visitors and district nursing team.
Job description
Job responsibilities
The following are the core responsibilities of the post holder however, there may be on occasion, a requirement to carry out other tasks.
- To have a thorough knowledge of all practice procedures
- To work in accordance with written protocols
- Experience using EMIS and Systm1 would be ideal, but training can be provided
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
- Answering and care navigating high volume calls
- Deal with all general enquiries, explain procedures and make new and follow-up appointments
- Using your own judgement and communication skills ensure that patients with no prior appointment but who need urgent consultation are dealt with in a logical and non-disruptive manner
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Advise patients of relevant charges for private services, accept payment and issue receipts
- Scanning documents in accordance with Practice guidelines
- Action tasks within a timely manner
- Complete all annual Mandatory training as appropriate
Person Specification
Experience
Essential
- Good timekeeping and punctuality
- Empathy, compassion and acceptance of others' beliefs and cultures is non-negotiable
- Excellent Customer Service experience
- Computer literate in all Office 365 (Teams / Excel / Word etc)
- Good Listening skills and attention to detail and accuracy
- Professional verbal and written communication skills are essential
- Excellent command of spoken and written English
- Able to demonstrate flexibility and adaptability in a changing environment
- Able to work constructively with internal and external parties to resolve issues
- Ability to work under pressure while maintaining a positive professional attitude
- Ability to work as part of the team
- Able to multi-task and prioritise
Desirable
- Experience working in a GP Practice preferred
- Experience of using EMIS preferred
- Understanding of additional languages advantageous
- Knowledge of medical terminology
Qualifications
Essential
- GCSE educated
Employer details
Employer name
Newlands Medical Centre
Address
Newlands Medical Centre
Borough Road
Middlesbrough
Cleveland
TS1 3RX
United Kingdom
Employer's website
