Patient Support Administrator - General Administrator

An exciting opportunity has arisen for a patient support team member at Albany House Medical Centre.

We are looking for a flexible and hardworking individual with good organisational, and communication skills. You will take pride in your working ethic and be willing to go that extra mile to help our patients.

Previous knowledge or experience of working in a GP Practice environment is preferrable but not essential as training will be given to the right candidate.

The role is for 22.5 hours a week and duties will be carried out Monday to Friday between 08:00 - 18:30.

The successful candidate will be an essential part of a small team that prides itself on optimum patient experience within the Albany House surgery.

You will also be required to work a Saturday morning (8am-12pm) on a Rota basis which is roughly 1 Saturday in 7.

Main duties of the job

Key Responsibilities

Reception & Telephone Duties:

• Welcome and assist patients and liaise with the practice team.
• Handle appointment bookings, telephone consultations, and direct inquiries to appropriate professionals.
• Navigate internal/external service inquiries and relay messages accurately.
• Initiate/respond to contact from patients and healthcare agencies.
• Ensure daily operational readiness of systems.
• Manage tasks and actions via Anima Health platform.

Administrative Responsibilities:

• Prioritise and manage personal workload.
• Handle immunisation recalls, pathology results, prescriptions, and requests.
• Perform data entry, record summarisation, and clerical tasks (filing, scanning, registrations).
• Maintain a tidy and professional workspace.
• Provide cover during staff absences and work occasional weekends/overtime.
• Complete mandatory training and any duties assigned by management.

Anima Health System:

• Process and manage patient requests efficiently.
• Ensure accurate triage and documentation of calls and requests.

Appointment & Medical Records Management:

• Book/edit/cancel appointments and recalls using SystmOne and Anima Health.
• Monitor system effectiveness and report issues.
• Manage correspondence, reports, and hospital letters promptly.

About us

ABOUT ALBANY HOUSE, OUR VALUES AND BEHAVIOURS

Our purpose is to deliver the best possible care for all the people who visit our practices, either as patients, the public or as staff.

As one of the largest and busiest surgeries in Wellingborough, our vision is to move from where we are now to where we want to be, the journey from good to great.

In undertaking this role, you are always expected to behave in accordance with our practice values which demonstrate your commitment to the delivery of high quality services to patients. This will be in accordance with agreed objectives, quality standards, and resource constraints.

Our values are:

• We treat patients, service users, and each other with kindness, dignity, and respect.
• Services are always designed around the Patient.
• We deliver services that are well managed, efficient, convenient, and accessible for patients.
• We do what we say we are going to do.
• We are one team and work best when we work together.

Working Hours

Core working hours will be a mixture of 08:00 starts and 18:30 finishes between Monday and Friday (working 4.5 hours a day) - however the need to be flexible at possible short notice to cover absences is essential.

Equality, Diversity & Inclusion

A good attitude and positive action towards ED&I creates an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.

Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that you treat our patients and their colleagues with dignity and respect.

Safety, Health, Environment and Fire (SHEF)

This practice is committed to supporting and promoting opportunities for staff to maintain their health, well being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

Confidentiality

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

Quality & Continuous Improvement (CI)

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

Induction Training

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the Operations Manager.

Learning and Development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competencies to perform their role. All staff will be required to partake and complete mandatory training as directed by the training coordinator, as well as participating in the practice training programme. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and ultimately, enable them to improve processes and service delivery.

All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.

Person Specification Experience

• Educated to GCSE level or equivalent
• GCSE Mathematics & English (C or above)
• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• 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
• Previous Experience of working within a healthcare environment
• Competent in the use of Office and Outlook
• Flexibility to work outside of core office hours
• Knowledge of pathology processes

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.