We are looking to recruit a part time Patient Services Administrator to join the Administration team at Hollyns Health & Wellbeing.
You will work across both sites at Clayton and Allerton. The post is 30 hours, your usual working pattern will be:
Monday to Thursday 13.00 to 18.00
Friday 08.00 to 18.00
Please note our opening hours will soon be moving to 18.30.
In addition to your usual working hours you would be expected to provide cover for annual leave and sickness.
Main duties of the job
The ideal candidate would have experience of working within General Practice including System One knowledge, however, experience in working within a customer focused administrative role would also be considered.
This is a fast paced role which requires confident, hard working and a loyal team members. You should have excellent communication skills and an ability to remain calm under pressure.
Job responsibilities
Telephone Duties to include
* Making appropriate appointments with healthcare professionals
Taking details of requested home visits
Informing patients of results
Contacting other providers
Ambulance bookings
General enquires
Effectively managing contact of dissatisfaction in line with practice policy
General Reception/Administration Duties to include
Greeting and directing patients
Greeting and directing visitors
Handing out prescriptions
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Making appointments
Responding to the needs of Doctors and Clinical Staff during surgery
Health and safety awareness (e.g. handling samples)
General housekeeping e.g. keeping the waiting areas and reception tidy
Inputting and extracting information from the Practice computer system
Receipting monies from patients for non NHS services
Assist with the completion of forms for new patient registration
Process patients change of address computer data and medical records (have knowledge of practice geography/cover)
Opening, date stamping and distributing internal and external mail
Scanning and attaching patient letters to their computer record
Filing paper medical records as required
To deal with temporary resident/overseas visitor forms
To undertake other duties highlighted by the Admin Manager, Operations Manager or Business Development, Enterprise and Finance Manager - each team member will have specific administrative duties depending on requirements at the time
Have working knowledge of telephone system during and after hours.
Support and understand building security have thorough knowledge of doors, windows and alarm.
Prescription administration to include
Issuing repeat prescriptions as per practice policy
Queries relating to repeat prescriptions
Administration of pre dated prescriptions as per practice policy
Dealing with Pharmacy; medical staff; outside agencies as required
Email & SystmOnline prescription requests
Check prescriptions to collect on a monthly basis and remove any older than a month
Ensure prescriptions are signed on a daily basis
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, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures. This will include:
Utilising security systems appropriate to the workplace according to Practice guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
Undertaking and 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
Active reporting of health and safety hazards and infection hazards immediately
Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the post holders role
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
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
Behaving in a manner which is welcoming to and of the individual is non-judgmental and respects their differing beliefs, circumstances, feelings, priorities and rights.
Safeguarding:
All staff must have an understanding of the importance of safeguarding adults, children and young people to ensure that are able to live a comfortable life in safety, free from abuse and neglect. As a practice we should always promote our patients wellbeing in their safeguarding arrangements.
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 regular performance reviews
Taking responsibility for identifying own development and learning needs and for maintaining a record of own personal and/or professional development
Utilising acquired skills and activities to assist 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
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
There is a requirement as part of the role to cover receptions tasks during extended hours and to cover holiday and sickness. This cover is integral in the effective running of the Practice.
SKILLS, QUALIFICATIONS and other REQUIREMENTS
Good face to face and telephone communication skills
Ability to work under pressure and prioritise workload
Friendly and approachable
Common sense
Flexibility to cover extra hours as required due to holidays, sickness etc.
Ability to deal calmly with difficult situations
Person Specification
Qualifications
* Educated up to GCSE level, preferably grade A-C in Maths and English
Experience
* Previous experience in a customer service/administrational role.
* Previous experience of working within General Practice and System One knowledge.
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.
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