Patient Services Administrator

Job Title: Patient Services Administrator

Job Type:Permanent, Full-time, Part-time

Salary:Depending on experience

Expected Hours: Part time / full time hours considered.To include one late night a week until 6.45pm;

Also, as part of the patient services team on a rota basis - 1 late Wednesday until 8pm and Saturday cover (1-2 per month)

Job Summary

Alton Street Surgery is looking for an enthusiasticindividual to join their friendly reception team as a Patient Services Administrator.

You will play a crucial role inensuring the smooth functioning of our busy practice.

To excel in this role, you should possess good computerskills, a team-oriented mind-set, excellent communication skills and the abilityto multitask and prioritise tasks in a fast-paced environment.

Main duties of the job

Responsibilities include:

Handling patient enquiries with professionalism and empathy.

Answering telephone calls, advising patients and booking appointments with the appropriate healthcare professional.

Greeting and assisting patients at the reception desk.

Performing day-to-day administrative tasks to support the efficient operation of the practice.

Rotating to answer calls and managing day-to-day administrative tasks.

About us

Alton Street Surgery is well established and has a very good reputation for patient care and accessibility. In 2018 the surgery received a rating of Outstanding from the CQC. The practice provides care to approximately 11,700 patients in Ross-on-Wye and surrounding rural areas.

We have a young and enthusiastic Partnership who are family friendly and who encourage a strong team ethos within the surgery. It is very important to the partners that this is maintained and developed. Learning is important in the organisation, and the partners encourage the development of staff.

Job responsibilities

The following are the core responsibilities of the PatientServices Administrator. There may be, on occasion, a requirement to carry outother tasks; this will be dependent upon factors such as workload and staffinglevels:

PatientContact Reception & Care Navigation

• Providea professional, friendly and efficient frontofhouse service in person, bytelephone and online.
• Actas first point of contact, using care navigation to direct patients to the mostappropriate clinician or service, including community and selfcare options where suitable,escalating to clinical staff when needed.
• Book,amend and cancel appointments in line with practice guidelines; managearrivals, waiting lists and support capacity planning.
• Undertakeopening and closing procedures; provide extended access cover (e.g. Wednesdayuntil 8pm) and occasional Saturday rota cover as required.

ClinicalCorrespondence & Referrals

• Receive,manage and process incoming clinical correspondence (e.g. hospital letters,reports, test results), ensuring accurate distribution for review and action.
• File/scandocuments promptly to patient records within the clinical system, maintainingclear audit trails.
• Prepareand submit patient referrals (including via NHS e-Referral Service), ensuringrequired clinical information and documentation are included; track and followup as appropriate.
• Providesecretarial support to clinicians, including typing letters and handlingexternal correspondence requests.
• RecordsManagement, Summarising & Clinical Coding
• Accuratelysummarise new and transferred records and update patient histories in theclinical system.
• Applyappropriate clinical codes to diagnoses, procedures and concepts to maintainhighqualitydata.
• Administerdaily document workflow (e.g. document management queues), scanning, coding andassigning to the correct clinician in a timely manner.
• Liaisewith Primary Care Support England (PCSE) for the accurate receipt andprocessing of paper records.

GeneralAdministration & Communication

• Processincoming and outgoing post; manage practice correspondence and maintainorganised filing systems.
• Assistwith Subject Access Requests (SARs) and thirdparty requests (e.insurance, solicitors, DVLA) in line with policy.
• Supportclinicians with nonclinical administrative tasks and prescription/medicationadministration in accordance with practice procedures.
• Respondto patient queries regarding referrals, appointments and documentation,providing clear information while maintaining confidentiality.
• InformationGovernance, Safeguarding & Compliance
• Handleall patient information in accordance with information governance, dataprotection and confidentiality policies.
• Followpractice policies, standard operating procedures and contribute to CQCcompliance and inspection readiness.
• Identifyand escape risks, incidents, safety and safeguarding concerns appropriately;support incident reporting and risk management processes.

Teamworking& Meetings

• Workcollaboratively with clinical and administrative colleagues; communicateeffectively to support smooth daily operations.
• Attendand contribute to patient services team meetings and relevant practice meetings(e.g. clinical governance).
• Provideflexible cover across the team during peaks in demand, annual leave andsickness.
• Consultwith the Patient Services Manager as the designated first point of contact forany arising queries.

Digital Systems andAutomation

• Confidently use arange of digital software and patient management systems to support efficient servicedelivery.
• Maintainingaccurate electronic records, navigating clinical and administrative platforms,and utilising digital tools to streamline workflows such as appointmentscheduling, referrals, and patient communications.
• Support theimplementation of new digital systems and automation

SECONDARY RESPONSIBLITIES

Inaddition to these primary responsibilities, the Patient Services Administratormay also be required to:

• Participate in local initiatives to enhance servicedelivery and patient care
• Support and participate in shared learning withinthe organisation

Thisjob description is not exhaustive. Youshould understand that your job title and job description may be amended fromtime to time and that you may be called upon to carry out additional or otherduties as may reasonably be required.

Person Specification Experience

• - Experience of working with the general public
• - Experience of administrative duties
• - Experience of working in a healthcare setting
• - Experience of prescription administration

Skills, Knowledge and Behaviour

• - Excellent communication skills (written and oral)
• - Good interpersonal skills
• - Time management
• - Able to work under pressure
• - Able to work as a team member and autonomously
• - Motivated
• - Clear, polite telephone manner
• - Embrace change in working practices in a positive manner
• - Able to deal with patients and colleagues in a professional and
• sympathetic manner
• - Willingness to undertake out of hours working if required
• - Adopts a flexible and proactive approach to work duties
• - Experience of EMIS medical information system

Qualifications

• - GCSE Grade C and above in English Language and Maths

Other

• - Confidentiality
• - Must be flexible (cover for sickness and leave)
• - Must be willing to undergo training
• - Standard Disclosure clearance from the Disclosure and Barring Service
• - Able to work at different locations if required in the future and to work flexibly including evenings and weekends if required (e.g. flu clinics and occasional extended hours)
• - Confidentiality
• - Strong work ethic with a mature and professional approach to work

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.