Patient Services Administrator

Therole of the Patient Services Administrator is to be the first contact forpatients, their family/carers, visitors and other third parties. There are manymethods of interaction between the Patient Services Administratorandservice users including telephone, face to face, email and e-consultation. The PatientServices Administrator is to be a knowledgeable person whose role is tosupport, guide and assist service users in navigating our services. The PatientServices Administrator is to tailor their approach to suit that of the serviceuser, ensuring that they always provide clear, polite and professional guidanceand instruction.

Enthusiasm,professionalism, strong teamwork ethos and attention to detail are skills thatare required of the post-holder. A good level of IT skills is also arequirement as there are many systems that the post holder will need to use.

We have two vacancies:

Vacancy one: Monday 8am-1.30pm, Tuesday 1-6.30pm, Wednesday 8am - 6.30pm, Thursday 1-6.30pm, Friday DAY OFF. Total 26.5 hours.

Vacancy two: Monday 8am - 6.30pm, Tuesday DAY OFF, Wednesday 8am - 6.30pm, Thursday 1-6.30pm, Friday DAY OFF. Total 25.5 hours.

Main duties of the job

ThePatient Services Administratoris responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team.Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required.To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

About us

Weare a two-site dispensing Practice, the largest of 5 practices making up theOuter Exeter PCN, situated on the eastern edge of Exeter, we have a growingpatient population of 18,300 patients and provide primary care to a mix of citybased and rural populations. The area boasts access to Dartmoor, Exmoor,beautiful beaches and the historic city of Exeter.

Job responsibilities

Mainresponsibilities

Toprovide high-quality administrative support to the Practice to include:

• a.Maintainingand monitoring the practice appointment system.
• b.Processpersonal, telephone and e-requests for appointments.
• c.Answerincoming phone calls, transferring calls or dealing with the callers requestappropriately.
• d.Signpostpatients, and in appropriate circumstances, refer patients to the correctservice (CPCS).
• e.Initiatingcontact with and responding to, requests from patients, team members andexternal agencies.
• f.Readcode data on EMIS Web.
• g.Photocopydocumentation as required.
• h.Dataentry of relevant patient information as required, for example, influenzaclinics.
• i.Inputinformation into the patients healthcare records as necessary, for example, anongoing patient query, so that the team can assist in your absence.
• j.Directrequests for information i.e. SAR, insurance / solicitors letters and DVLAforms to the administrative team.
• k.Manageall queries as necessary in an efficient manner.
• l.Takepayment over the counter as appropriate.
• m.Maintain a clean, tidy, effective working area at all times.
• n.Monitorand maintain the reception area and notice boards.
• o.Supportall clinical staff with general tasks as requested.
• p.Partakein audit as directed by the audit lead.
• q.Opening,distributing and scanning internal and external post.
• r.Respondingto patient and third-party emails and with appropriate consent, attachingrequested data in response.
• t.Scanningof patient related documentation and attaching scanned documents to patientshealthcare records.
• u.Completeopening and closing procedures in accordance with the duty rota.
• v.Managementof prescription requests, ensuring they are processed accurately andefficiently.
• w.Completingthe opening and closing procedure daily.
• x.Assistingpatients to sign-up to online services and offering simple troubleshootingadvice.
• y.Tostay up to date with required mandatory training.

Theabove list is not exhaustive, all personnel should be prepared to acceptadditional, or surrender existing duties, to enable the efficient running ofthe practice.

Person Specification Qualifications

• Good basic education consisting of 5 or more GCSEs, including English and Maths (Grade C) or equivalent.
• AMSPAR Receptionists Qualification
• NVQ Level 2 in Health and Social Care
• Recognised IT Qualification

Personal Qualities

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Professional and caring approach

Skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a health care setting
• Experience of the EMIS Web clinical system
• Experience of working in a role where confidentiality applies

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.