Medical Secretary (Patient Service Advisor)

Overview

Medical Secretary (Patient Service Advisor) responsible for undertaking a wide range of secretarial and administrative duties and providing administrative support to the multidisciplinary team. Duties include processing information (electronic and hard copy), liaising with multidisciplinary team members and external agencies such as secondary care and community service providers in accordance with current policies, including the use of the electronic referral service (ERS).

Main duties of the job

• Typing letters, reports and associated documentation as required
• Liaising with external agencies such as hospitals and community services, ensuring referrals are processed efficiently
• Managing all enquiries in an effective manner
• Actioning all incoming email
• Processing calling letters as requested
• Scanning patient related documentation and attaching scanned documents to patients healthcare records
• Inputting data into the patients healthcare records as necessary
• Processing referrals using the electronic referral system (ERS)
• Processing requests for information i.e., SAR, insurance/solicitors letters and DVLA forms
• Coding data on the clinical IT system
• Answering incoming phone calls, transferring calls or dealing with the caller’s requests appropriately
• Managing all administrative queries as necessary
• Carrying out system searches as requested
• Supporting all clinical staff with general administrative tasks as requested

About us

We are a large, dynamic, friendly practice of circa 24,000 patients with a focus on clinical excellence and engagement with the modern NHS. Located adjacent to the University of Leicester, we have a large student population. We are looking for individuals who are interested in providing an efficient and helpful service to our patients.

Job responsibilities

Patient Service Advisor

Responsible to:

Job Summary:

To be responsible for undertaking a wide range of secretarial and administrative duties and the provision of administrative support to the multidisciplinary team.

Duties can include, but are not limited to, the processing of information (electronic and hard copy) in a timely manner, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers in accordance with current policies, including the use of the electronic referral service (ERS).

Key Responsibilities/Accountabilities

• Specific Duties: Typing letters, reports and associated documentation as required
• Liaising with external agencies such as hospitals and community services, ensuring referrals are processed efficiently
• Managing all enquiries in an effective manner
• Actioning all incoming email
• Processing calling letters as requested
• Scanning patient related documentation and attaching scanned documents to patients healthcare records
• Inputting data into the patients healthcare records as necessary
• Processing referrals using the electronic referral system (ERS)
• Processing requests for information i.e., SAR, insurance/solicitors letters and DVLA forms
• Coding data on the clinical IT system
• Answering incoming phone calls, transferring calls or dealing with the callers requests appropriately
• Managing all administrative queries as necessary
• Carrying out system searches as requested
• Supporting all clinical staff with general administrative tasks as requested

Quality & Confidentiality

Quality

• The post-holder will strive to maintain quality within the Practice, and will: ensure information and documentation is accurate; alert the management team to issues of risk; assess own performance and take accountability for own actions, either directly or under supervision; contribute to the effectiveness of the team by reflecting own and team activities and making suggestions on ways to improve and enhance the team’s performance; and manage own time, workload and resources.

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:

• 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
• Reporting incidents and accidents
• Ensuring correct PPE is worn for the appropriate task
• Ensuring all areas are tidy and free from hazards
• Carrying out regular housekeeping
• Ensuring manual handling and lifting techniques are used

Personal/Professional Development

• The post-holder will participate in any training offered and take personal responsibility for developing their knowledge, techniques and skills.

Communication

• The post-holder should recognise the importance of effective communication within the team and will strive to: establish and maintain effective working relationships with co-workers, patients and carers; recognise peoples needs for alternative methods of communication and respond accordingly.

This role profile is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business. The post holder will be expected to participate in this process and we would aim to reach agreement to the changes.

The post holder is required to respect the confidentiality of all matters that they might learn in the course of their employment. The post holder must respect the requirements set out in the Data Protection Act 2018

Person Specification

Qualifications

• GCSE grades A-C in English & Maths; Good keyboard and computer skills
• Tenacious with an eye for detail;
• A strong customer service ethic and skills;
• A friendly can do attitude
• Mature, empathetic nature
• Be professional, friendly and tactful
• Ability to work under pressure
• Well organised with the ability to multi-task
• Experience of working in a healthcare setting as a medical secretary
• Processing referrals using the electronic referral system (ERS)
• Knowledge of Medical Terminology
• Experience with SystmOne

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.