Medical Secretary in Luton

The role of Medical Secretary is to provide secretarial support to the Practice Manager, GPs and other members of the Primary Health Care Team. The post holder will provide a high standard of communication in daily contact with patients and all members of the Primary Health Care Team. The usual place of work will be Sundon Medical Centre.

Main duties of the job

• To provide an efficient audio, copy typing service for GPs and Health Professionals as required. This includes the typing of letters, reports, patient referrals, minutes, memorandums etc in an accurate and quality manner.
• Use of the E-Referral system where appropriate; to assist in referral of patients to one or more hospital(s) of their choice which includes sending out relevant documentation to the patient.
• Resolving problems which relate to the E-Referral system. This includes changes to place of referral and dealing with rejected referrals.
• Informing GPs of new services available on E-Referral.
• To assist the Practice Manager with clerical and administrative duties.
• To make appointments, bookings and admissions as required.
• To establish and maintain filing and administrative systems so that written or computer information is easily accessible and secure.
• File patient records and correspondence in patient medical records.
• To receive incoming and initiate outgoing telephone calls in order to deal with appropriate queries.
• To assist with the gathering of statistics and information when required.
• To provide cover for members of the secretarial team during periods of sickness and annual leave.
• To receive and dispatch mail.

About us

Sundon Medical Centre has a long-established reputation for high quality patient care, situated in north Luton close to the Luton and Dunstable Hospital, with a dispensing branch surgery in Harlington village. We are a supportive, training practice at the heart of our local community, with a team of 5 GP Partners, 3 salaried doctors, 4 nurses, 2 nurse associates, and a mental health liaison worker, as well as an expanding multidisciplinary PCN team including clinical pharmacists, MSK practitioners, care coordinators, and social prescribers. We are high QOF achieving, provide specialist diabetes care, family planning services, and a tier 3 minor surgery service to Luton. Appointments are managed through total triage to improve patient flow.

Job responsibilities

• Provide an efficient audio and copy typing service for GPs and healthcare professionals as required. Type letters, reports, patient referrals, minutes, memorandums and other correspondence accurately and in a timely manner.
• Process GP referrals and ensure referral documentation is completed, attached and sent correctly.
• Use the NHS e-Referral Service where appropriate, supporting patients to be referred to the hospital or service of their choice where applicable.
• Resolve issues relating to referrals, including rejected referrals, missing information, changes to referral location and follow-up queries.
• Inform GPs and relevant staff of new or updated referral services and referral pathways where appropriate.
• Support the Practice Manager and Deputy Practice Manager with clerical and administrative duties as required.
• Make appointments, bookings and admissions as required.
• Receive, sort, scan, distribute and dispatch incoming and outgoing mail as required.

Patient Records and Information Management

• Establish and maintain filing and administrative systems so that written and electronic information is accessible, accurate and secure.
• File patient correspondence and relevant documents into patient medical records accurately.
• Input data into patient healthcare records as required, ensuring accuracy and attention to detail.
• Support the gathering of statistics, searches and information when requested by the management or clinical team.
• Ensure all patient information is handled in accordance with confidentiality, GDPR and information governance requirements.

Communication and Patient Contact

• Receive incoming and initiate outgoing telephone calls to deal with appropriate queries from patients, hospitals, community services and external organisations.
• Communicate with patients and external agencies in a polite, professional and sensitive manner.
• Respond to queries regarding referrals, hospital appointments, reports and correspondence within the limits of the role.
• Liaise with GPs, clinicians, administrative staff and external services to support effective patient care.
• Escalate complex, urgent or sensitive matters to the appropriate clinician or manager.

Reports, Requests and Correspondence

• Support the processing of requests for medical reports, insurance forms, solicitor letters, DVLA forms and other private or statutory correspondence as directed.
• Ensure requests for information are passed to the relevant administrative team or clinician where appropriate.
• Monitor outstanding secretarial work and ensure deadlines are met wherever possible.
• Maintain clear records of actions taken, correspondence sent and referrals processed.

Team Support and Cover

• Provide cover for members of the secretarial or administrative team during periods of sickness, annual leave or high workload.
• Work flexibly as part of the wider administration team to support the needs of the practice.
• Support clinical staff with general administrative tasks as requested.
• Participate in training, team meetings and practice updates as required.

Confidentiality

In the course of duties, the post holder will have access to confidential information relating to patients, carers, staff and the practice. All such information must be treated as strictly confidential and must only be used for the purpose for which it is intended. Any breach of confidentiality may result in disciplinary action.

Training and Development

The practice operates an appraisal system to review staff performance, training and development needs. The practice will provide appropriate training to enable the post holder to carry out their duties safely and effectively. The post holder is expected to complete mandatory training and any role-specific training required by the practice.

Health and Safety

Comply with practice health and safety policies and procedures. Take reasonable care for their own health and safety and that of others who may be affected by their work. Report any risks, incidents, hazards or concerns to the appropriate manager.

Safeguarding

Be aware of safeguarding responsibilities in relation to children, young people and vulnerable adults. Follow practice safeguarding policies and elevate any concerns appropriately.

Person Specification

Qualifications

• Previous administrative or secretarial experience; experience dealing with confidential information; experience communicating with patients or the public.
• Experience working in a GP practice, NHS setting or primary care environment; experience using the NHS e-Referral Service.

Skills

• Accurate typing and attention to detail; excellent communication skills; good organisation and prioritisation; ability to work calmly under pressure.
• Audio typing experience; knowledge of referral pathways; ability to support service improvement.

IT Knowledge

• Confident using Microsoft Office, email and electronic records. Experience using SystmOne or another clinical system.

Personal Qualities

• Professional, reliable, approachable, discreet and patient-centred; able to work independently and as part of a team.
• Flexible approach and willingness to support wider practice needs.

Knowledge

• Understanding of confidentiality and data protection.
• Knowledge of GDPR, information governance, safeguarding and CQC expectations in general practice.