Clinical Administrator

This is an amazing opportunity to join the Clinical Administration Team at Stow Surgery who are responsible for the day to day running of the surgery and first point of contact for patients and visitors.

Part time hours: 30.75 per week (Mon 09:00-18:30, Tue 09:00-17:00, Thur 07:45 - 17:00 and Fri 09:00 - 17:00)

Main duties of the job:

• Providing an effective and efficient reception service to patients and any other visitors to the practice.
• Booking appointments and dealing with other general patient enquiries, face to face and via the telephone.
• Answering incoming phone calls, dealing with patient queries, providing care navigation advice where appropriate and taking messages, ensuring accuracy of detail and prompt delivery.

About us:

Stow Surgery has a friendly and supportive staff team who are dedicated to patient care. Training and development is carried out in-house and external training is encouraged where appropriate. The wider surgery team are long standing, supportive and kind. Stow Surgery is a training practice supporting both medical students, trainee GPs and student nurses. The surgery serves a population of around 6,000 patients in Stow on the Wold and the surrounding villages. Based in the Cotswolds, it is a rural area; own transport is likely to be required. The surgery building was completed in 2019 and was purpose built with future proofing in mind. The working environment cannot be bettered (in our opinion).

Job responsibilities:

Job Summary: The post holder plays an integral role in providing support to the smooth running and efficiency of the Practice. The role has an important interface with patients and their families as well as the clinical and non-clinical members of the team.

• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Provide general assistance and administration support to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Main duties and Job Responsibilities:

• Providing an effective and efficient reception service to patients and any other visitors to the practice.
• Booking appointments and dealing with other general patient enquiries, face to face and via the telephone.
• Answering incoming phone calls, dealing with patient queries, providing care navigation advice where appropriate and taking messages, ensuring accuracy of detail and prompt delivery.
• Using your own judgement and communication skills to ensure that patients who need urgent consultation are seen in a logical and time appropriate manner.
• Working with the Clinical Team to assist in producing Care Plans, care navigation, administration for clinics, recall of patients, Primary Care Network related clinical administration, Drug and Safety Monitoring and associated actions and other tasks as necessary.
• Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
• Taking minutes of meetings and participate as required.
• Processing data, patient notes and correspondence on clinical administration systems such as SystmOne/Immform etc. as required. Experience of SystmOne is desired but not essential as training will be provided.
• Enter accurate patient information on to patients computerised medical records as required.
• Opening up the premises at the start of the day, when first to arrive, and make all necessary preparations to receive patients.
• Ensuring all procedures followed when leaving at the end of the day to ensure the building is left secure.
• Undertake any other additional administration duties appropriate to the post as requested by the Partners or the Practice Manager and to be flexible as new items come along in the changing NHS.

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

• Using personal security systems within the workplace according to practice guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Keeping own/team work area, general and patient areas generally clean and tidy, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.
• Undertaking periodic health & safety and infection control training (minimum annually).
• Demonstrate due regard for safeguarding and promoting the welfare of children and vulnerable adults.

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation.
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
• Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Quality:

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.
• Contribute with integrity to team work focused on improving quality within the practice.

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the Implementation of Services:

The post-holder will:

• Apply practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

This job description is only a guideline and should be regarded as such. It is not definitive or restrictive in any way and will be reviewed periodically as the practice develops. The practice will provide training and support as required and identified in annual appraisals/ performance reviews/changes to technology.

Person Specification:

Knowledge and Skills:

• Empathetic Communicator able to see things from other persons point of view.
• Professional manner with friendly and helpful disposition.
• Understanding of the principles of accuracy, confidentiality and good customer service.
• Ability to work under pressure, manage and prioritise own workload effectively.
• Excellent IT skills (including use of internet, email and Microsoft Office Word, Excel).
• Aware of diversity issues and ability to work in a positive non-discriminatory way.
• Self driven with a positive outlook and clear focus on high quality customer service.
• Reliable, honest, tolerant and determined.
• Well presented and business-like, keen for new experience, responsibility and accountability.
• Able to get on with others and strong desire to be an integral team player in a multidisciplinary team, able to work in a changing environment.
• Adaptable and Flexible willing to undertake a wide variety of tasks and able to provide cover for colleagues.
• Understanding of NHS and Healthcare delivery within the Primary Care setting.
• Understand the statutory requirements of health & safety, safeguarding and CQC.

Experience:

• Previous experience of dealing with the public/patients, experience of range of administration duties and experience of working successfully and co-operating as a member of a team.
• Clinical software experience (SystmOne), knowledge of and experience of READ coding, QOF and NHS Enhanced Services, experience of working in primary care, experience of working in an environment where there is a strict need for confidentiality.

Qualifications:

• GCSE or equivalent in English and Maths.

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.