The role of the Patient Services Supervisor is to be the first contact for the Patient Services Administrators. The Patient Services Supervisor is to be competent in undertaking all the duties of the Patient Services Administrators and to be knowledgeable person whose role is to support, guide and assist the Patient Services Administrators and to deputise for the Patient Services Manager.
The Patient Services Supervisor is to tailor their approach to suit the Patient Services Administrators, ensuring that they always provide clear, polite and professional guidance and instruction.
Enthusiasm, professionalism, strong teamwork ethos and attention to detail are skills that are required of the post-holder. A good level of IT skills is also a requirement as there are many systems that the post holder will need to use.
About us
We are a two-site dispensing practice on the edge of Exeter extending onto the countryside of East Devon with an expanding population, currently at 18,200 patients. The area boasts access to city life, Dartmoor and beautiful beaches.
We are a welcoming, friendly team, who pride ourselves on our supportive environment. The successful candidate will be joining our team of GPs, Nurses, Healthcare Assistants, Nursing Associate, Occupational Therapist, Dietitian, Paramedics, Clinical Pharmacists, Pharmacy Technicians, First Contact Physiotherapists and Mental Health Practitioner as well as a full complement of dispensing, administration, and management staff.
You will receive supervision and be supported by our Patient Services Manager.
Key Roles and Responsibilities
Main Supervisory Responsibilities
A: Effectively carrying out the duties of a Patient Services Administrator.
B: Supporting and deputising for the Patient Services Manager.
C: Processing and dealing with enquires about Patient Access.
D: Dealing with any staffing issues in the absence of the Patient Services Manager.
E: Assisting with difficult patient queries on the phone/desk.
The duties of a Patient Services Administrator:
* Maintaining and monitoring the practice appointment system.
* Process personal, telephone and e-requests for appointments.
* Answer incoming phone calls, transferring calls or dealing with the callers request appropriately.
* Signpost patients, and in appropriate circumstances, refer patients to the correct service (Pharmacy First).
* Initiating contact with and responding to, requests from patients, team members and external agencies.
* Read code data on EMIS Web.
* Photocopy documentation as required.
* Data entry of relevant patient information as required, for example, influenza clinics.
* Input information into the patient's healthcare records as necessary, for example, an ongoing patient query, so that the team can assist in your absence.
* Direct requests for information i.e. SAR, insurance / solicitors letters and DVLA forms to the administrative team.
* Manage all queries as necessary in an efficient manner.
* Take payment over the counter as appropriate.
* Maintain a clean, tidy, effective working area at all times.
* Monitor and maintain the reception area and notice boards.
* Support all clinical staff with general tasks as requested.
* Partake in audit as directed by the audit lead.
* Opening, distributing and scanning internal and external post.
* Responding to patient and third-party emails and with appropriate consent, attaching requested data in response.
* Support administrative staff, providing cover during staff absences.
* Scanning of patient related documentation and attaching scanned documents to patient's healthcare records.
* Complete opening and closing procedures in accordance with the duty rota.
* Management of prescription requests, ensuring they are processed accurately and efficiently.
* Completing the opening and closing procedure daily.
* Assisting patients to sign-up to online services and offering simple troubleshooting advice.
* To stay up to date with required mandatory training.
The above list is not exhaustive, all personnel should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the practice.
Job Types: Part-time, Permanent
Pay: £13.20 per hour
Expected hours: 29.5 per week
Work Location: In person