The Patient Service Administrator is responsible for the daily operations of the front desk and will be responsible for answering the telephone, scheduling appointments, and performing other administrative duties. Support our patients in navigating the most appropriate service for their needs, which may include informing patients of external health care providers and online services. Follow practice processes to actively signpost patients to the most appropriate healthcare professional and service, whilst handling any complex queries and challenging situations in a professional manner, ensuring any issues are resolved where possible, as the first point of contact.
Responsibilities
* Greet patients and schedule appointments in a fast‑paced environment.
* Maintain and monitor the practice appointment system.
* Support patients in navigating to the most appropriate service, including informing patients of external health care providers and online services.
* Effectively handle all queries that present at the practice, problem‑solving, signposting and escalating matters as appropriate.
* Process personal, telephone and digital requests for appointments.
* Answer phones in a professional manner to ensure efficient medical care is delivered to patients.
* Signpost patients to the correct service, initiating contact with and responding to requests from patients, team members and external agencies.
* Data entry of new and temporary registrations and relevant patient information as required.
* Input data into the patients’ health records as necessary.
* Direct requests for information (e.g. SAR, insurance / solicitor letters and DVLA forms) to the administrative team.
* Manage all queries in an efficient manner.
* Monitor and maintain the reception area and notice boards.
* Support all clinical staff with general tasks as requested.
* Perform other office duties such as photocopying, filing, typing, scanning, etc.
* Ensure all office equipment is maintained and functioning properly.
* Perform other office duties as assigned by management or supervisor.
Qualifications – Essential
* Experience of working in a busy administrative, customer service or healthcare environment.
* Experience of dealing with the public face‑to‑face and over the telephone.
* Experience of handling confidential and sensitive information.
* Experience of working under pressure and managing competing priorities.
* Experience of using computer systems and accurate data entry.
* Experience of delivering high standards of customer service.
* Experience of working as part of a team.
* Experience of problem‑solving and handling difficult or challenging situations.
* Experience of managing a varied workload and multitasking effectively.
* Experience of following processes and procedures.
* Strong communication skills, both verbal and written.
* Good interpersonal skills with the ability to build rapport with patients and colleagues.
* Ability to remain calm and professional in challenging situations.
* Ability to prioritise workload and manage time effectively.
* Good attention to detail and accuracy.
* Ability to follow procedures and work within practice protocols.
* Confident using IT systems and digital tools.
* Ability to work independently and as part of a team.
* Understanding of confidentiality and data protection principles (GDPR).
* Willingness to learn and adapt to new systems and ways of working.
* Proficiency with MS Office.
* Experience of using EMIS or similar clinical systems.
Qualifications – Desirable
* Experience of working in a GP practice or primary care setting.
* Experience of care navigation or patient signposting.
* Experience of processing referrals, appointments or clinical correspondence.
* Experience of working with digital systems or online patient services (e.g. NHS App).
* Experience or interest in IT systems, digital transformation or AI tools.
* Experience of working with vulnerable patients or complex needs, and GCSE grade A‑C or 9‑4 in English and Maths.
* Understanding of NHS services and primary care systems.
* Understanding of care navigation and patient signposting.
* Awareness of the NHS App and online patient services.
* Basic understanding of medical terminology.
* Interest in digital working, IT systems or AI tools.
* Previous experience working in a medical office environment.
* Knowledge of EMIS.
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