Planned care assistant

HALL GREEN HEALTH

979 Stratford Road, Hall Green, Birmingham, B28 8BG

Job Description

* Position: Planned Care Assistant

Reports to: Planned Care Team Manager

Hours: Full Time- Part Time 32.5

Salary: £12.21 per hour

Job Summary

As a member of the Planned Care Team, the post-holder will be responsible for planned care (previously called patient recall), ensuring all their duties are performed effectively and to the required standard, meeting the objectives of the Practice and in accordance with agreed procedures, protocols and time scales. Report to and support the Planned Care Team Manager as necessary.

Your main responsibilities include:

· Scheduling appointments for patients.

· Dealing with all requests in an efficient and courteous manner.

· Explaining the practice procedures to new patients.

· Register new patients and checking boundary areas.

· Accurately collecting information and personal details about patients.

· Updating the surgeries computer system with appointments and personal details.

· Completing website requests.

· Writing letters and correspondence on behalf of the surgery and medical staff.

· Covering colleagues during times of annual leave

· Take responsibility for planned care activities

· Work effectively as a team member

· Complete a variety of recall duties and cover those of other team members

· Undertake general administrative duties as required including collating and distributing information; writing and sending letters, text messages and emails;

· Provide regular status updates to the Planned Care Team Leader

· Action the priorities set by the Planned Care Team Leader

· - Ensure work is completed to the standards required by the Practice, in accordance with relevant protocols and SOPs

· Complete training programmes created by the Team Leader and aim to continually develop your skills

· Participate in regular 1:1s and appraisals

· Participate in regular team meetings, which act as a central point of communication, a place to air the thoughts of team members and discuss changes and improvements

· Ensure issues are appropriately escalated to the Team Manager

· Help support the training of new staff, as organised by the Team Manager

· Participate in clinical staff cancellations

Other Tasks:

· Keeping the working area and notice boards tidy and free from obstructions and clutter

· Any other tasks allocated by managers

Team Working:

· Understand own role and scope in the organization.

· Work as an effective and responsible team member, supporting others.

· Accept delegation from other managers, prioritise own workload and ensure effective time-management strategies are embedded in own practice.

· Participate in team activities that create opportunities to improve patient care.

Communication:

· Communicate effectively with other members of the Primary Health Care Team.

· Demonstrate sensitive communication styles to ensure patients are fully informed and consent to treatment.

· Provide and receive sensitive information.

· To understand and follow the requirements of confidentiality (including Data Protection Act and practice policy) and to refer on any queries as appropriate.

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:

· Use the 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

· Reporting potential risks identified

· Follow Health and Safety Policies and guidelines, including fire procedures, maintaining documentation, monitoring and maintaining of equipment and furniture within your area of responsibility.

· Understand and apply the principles of the cold chain on vaccination deliveries.

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 people's 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.

· 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

Person Specification

Post: Planned Care Assistant

Qualifications & Training

· Good standard of general education (e.g., GCSEs or equivalent in English and Maths).

Experience

· Experience of working in a customer service or administrative role.

· Experience of dealing with confidential and sensitive information.

· Experience of working as part of a team.

Knowledge

· Understanding of confidentiality and data protection requirements (e.g., GDPR).

· Knowledge of basic IT systems including Microsoft Office.

Skills & Abilities

· Excellent communication skills, both written and verbal.

· Ability to deal with patients and colleagues in a polite, professional, and empathetic manner.

· Strong organisational skills and ability to prioritise workload.

· Accurate data entry and attention to detail.

Personal Qualities

· Reliable, flexible, and adaptable to changing demands.

· Team player with a positive attitude.

· Commitment to equality, diversity, and inclusion.

· Self-motivated and willing to learn.

Other Requirements

· Ability to work flexibly to meet the needs of the service.

· Commitment to continuous personal and professional development.

Qualifications & Training

· Training in medical terminology or healthcare administration.

Experience

· Previous experience working in a GP practice, hospital, or other healthcare setting.

· Experience of patient recall systems or appointment scheduling.

Knowledge

· Knowledge of EMIS, SystmOne, or other primary care clinical systems.

· Understanding of NHS policies and procedures.

Skills & Abilities

· Ability to train or support new staff members.

Personal Qualities

· Evidence of initiative in improving administrative processes or patient care.

Job Types: Full-time, Part-time

Pay: £12.21 per hour

Expected hours: 32.5 per week

Benefits:

* Company pension

Work Location: In person

Application deadline: 19/09/2025