Patient Services Administrator in Somerset

An excellent opportunity has arisen for an enthusiastic, experienced Patient Services Administrator with the ability to work well under pressure to join our friendly practice team with 5 partners and 9000 patients. The post is part time, working Monday to Friday afternoons. There is a requirement to remain flexible to cover colleagues who may be sick or on holiday.

Main duties of the job

To support the management team in the effective administration and management of the practice. The Patient Services Administrator will work under the direction of the Practice Manager, striving to enhance a number of key systems in both clinical and administrative areas. The Patient Services Administrator will also champion quality and improvement programmes, confidentiality, collaborative working, service delivery, learning and development, promoting a positive working environment. Duties can include, but are not limited to:

• Supporting acute care
• Assisting the administration and care navigator teams with patient registration, booking appointments, processing of information (electronic and hard copy) in a timely manner and in accordance with current policies
• Supporting staff with 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

This is a very busy practice with a supportive, committed team. The successful candidate will need to be able to cope well under pressure, prioritise and think on their feet. Benefits include NHS Pension Scheme, free on-site parking, Blue Light Card Discount Scheme Membership (on application).

Job responsibilities

The following are the core responsibilities of the Patient Services Administrator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

• Supporting the management team as required with projects, systems and procedures
• Providing key performance information as requested
• Support the Care navigator Team, providing cover during staff absences
• Supporting the management team in monitoring compliance with health and safety legislation, providing leadership and direction for staff
• Contributing to the development, implementation and embedding of an effective practice training programme for all staff
• Providing administrative support for compliance registers, supporting the Practice Manager, ensuring DBS checks are conducted
• Supporting the Practice Manager in the marketing of the practice
• Supporting the Practice Manager in the maintenance of the practice and NHS Choices websites
• Effective monitoring of the Friends and Families Test
• In conjunction with the management team, setting and monitoring performance targets, identifying areas for improvement to enhance patient services
• Maintaining and monitoring the practice appointment system
• Process personal, telephone and e-requests for appointments
• Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
• Signposting patients to the correct service
• Initiating contact with and responding to, requests from patients, team members and external agencies
• Photocopying documentation as required
• Data entry of new and temporary registrations and relevant patient information as required
• Input data into the patients healthcare records as necessary
• Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team
• Manage all queries (Internal and external) as necessary in an efficient manner
• Carry out system searches as requested
• Liaising with the acute care team, booking patients into appropriate appointments as requested
• Maintain a clean, tidy, effective working area at all times
• Support all clinical staff with general tasks as requested
• Process incoming and outgoing mail
• Process all DNA letters in accordance with current policy
• Liaising with the Patient Services Lead with regards to work flow, call handling and productivity
• Supporting the management team in the compilation of practice reports and the practice development plan
• Developing, implementing and embedding efficient processes and procedures to adhere to extant legislation
• Provide initial guidance and advice to patients who wish to complain
• Manage all deliveries to the practice, ensuring adherence to the cold chain policy as necessary
• Act as building fire marshall, ensuring evacuation lists are current and that the visitors log is used appropriately
• Summarising of newly registered patients notes
• Scanning and/or read coding of information onto patient medical records in line with practice scanning and read coding procedure

Person Specification

Qualifications

• Good standard of education with excellent literacy and numeracy skills

Experience

• Experience of working with the general public
• Experience of working in a healthcare setting
• Experience of administrative duties
• Relevant health and safety experience

Skills

• Excellent communication skills (written, oral and presenting)
• Clear, polite telephone manner
• Strategic thinker
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to motivate and train staff
• Ability to develop, implement and embed policy and procedure
• Ability to prioritise, delegate and work to tight deadlines in a fast‑paced environment