Patient Services Administrator in Exeter

The hours required are: Monday 1 - 6.30pm, Tuesday 1 - 6.30pm, Wednesday 8am - 6pm, Thursday 8am - 6pm, Friday DAY OFF. Total 30 paid hours.

The role of the Patient Services Administrator is to be the first contact for patients, their family/carers, visitors and other third parties. There are many methods of interaction between the Patient Services Administrator and service users including telephone, face to face, email and e-consultation. The Patient Services Administrator is to be a knowledgeable person whose role is to support, guide and assist service users in navigating our services. The Patient Services Administrator is to tailor their approach to suit that of the service user, ensuring that they always provide clear, polite and professional guidance and instruction. Enthusiasm, professionalism, strong teamwork ethos and attention to detail are skills that are required of the post-holder. A good level of IT skills is also a requirement as there are many systems that the post holder will need to use.

Main duties of the job include:

• Greeting and directing patients
• Effective use of the appointment system
• Booking appointments
• Processing of information and assisting patients as required
• Acting as the central point of contact for patients
• 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: We are a two-site dispensing Practice, the largest of 6 practices making up the Outer Exeter PCN, situated on the eastern edge of Exeter, we have a growing patient population of 18,400 patients and provide primary care to a mix of city-based and rural populations. The area boasts access to Dartmoor, Exmoor, beautiful beaches and the historic city of Exeter.

Job responsibilities include:

• Maintaining and monitoring the practice appointment system
• Processing personal, telephone and e-requests for appointments
• Answering incoming phone calls, transferring calls or dealing with the caller's request appropriately
• Signposting patients, and in appropriate circumstances, referring patients to the correct service (CPCS)
• Initiating contact with and responding to requests from patients, team members and external agencies
• Reading code data on EMIS Web
• Photocopying documentation as required
• Data entry of relevant patient information as required
• Inputting information into the patients' healthcare records as necessary
• Directing requests for information to the administrative team
• Managing all queries as necessary in an efficient manner
• Taking payment over the counter as appropriate
• Maintaining a clean, tidy, effective working area at all times
• Monitoring and maintaining the reception area and notice boards
• Supporting all clinical staff with general tasks as requested
• Partaking in audit as directed by the audit lead
• Opening, distributing and scanning internal and external post
• Responding to patient and third-party emails
• Scanning of patient-related documentation and attaching scanned documents to patients' healthcare records
• Completing opening and closing procedures in accordance with the duty rota
• Management of prescription requests
• Assisting patients to sign-up to online services and offering simple troubleshooting advice
• Staying up to date with required mandatory training

The above list is not exhaustive; all personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.

Qualifications required:

• Good basic education consisting of 5 or more GCSEs, including English and Maths (Grade C) or equivalent
• AMSPAR Receptionists Qualification
• NVQ Level 2 in Health and Social Care
• Recognised IT Qualification

Personal qualities:

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Professional and caring approach

Skills required:

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

Experience required:

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a health care setting
• Experience of the EMIS Web clinical system
• Experience of working in a role where confidentiality applies

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.