Patient Services Administrator

Job summary

We are looking for an enthusiastic and reliable person, to work within our Patient Services Department. The role includes administration of correspondence relating to patients and the safe and efficient processing of data, the management of call and recall processes and other administrative tasks relating to patient care.

The applicant will be able to work under their own initiative and be able to contribute to the overall work of the practice team. Previous experience in a similar role is desirable, but not essential, as training will be given.

This is a full time position (37.5 hours).

Salary is dependent on experience and scope to include additional responsibilities may be available.

Main duties of the job

The following are the core responsibilities of the Patient Services Administrator.

• Processing incoming and outgoing correspondence and ensuring patient related documents are attached to the correct patient record.
• Processing requests for information from third parties such as insurers and solicitors
• Coding documents accurately onto healthcare records, identifying key information from patient correspondence.
• Allocation of electronic test results, taking appropriate action and informing patients and taking calls regarding test results.
• Making patient appointments as requested for: On the day urgent appointments following triage, Flu/Covid clinics and follow-up appointments from tasks, letters and results.
• Following procedure and completing required administrative protocol for any deaths
• Support the clinical staff with general administrative tasks as require.
• Summarising of patient notes for online registrations.

About us

Filey Surgery strives to provide high-quality healthcare to the people of Filey and its surrounding district. Our doctors, nurses and broader team are dedicated to offering compassionate and professional care and a patient centred service. We are a friendly team committed to providing a positive working environment for all our staff.

We have a list size of around 9000 patients. We are a training Practice working with training GPs and medical students.

Job responsibilities

To be responsible for undertaking a wide range of administrative duties and the provision of administrative support to the multidisciplinary team.

Duties can include, but are not limited to, the processing of information (electronic and hard copy) in a timely manner, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers in accordance with current policies.

Generic Responsibilities

All staff at Filey Surgery have a duty to conform to the following, further information can be found in the attached job description:

• Equality, Diversity and Inclusion
• Safety, Health, Environment and Fire (SHELF)
• Confidentiality
• Quality and Continuous Improvement
• Learning and Development
• Collaborative Working
• Managing Information
• Service Delivery
• Security
• Professional Conduct

Primary Key Responsibilities

Incoming Correspondence:

• Process incoming and outgoing mail
• Scanning of patient related documentation and attaching scanned documents to patients healthcare records.
• Allocation of electronic letters to appropriate clinician/department (bearing in mind absences from the practice due to working days, holidays and sickness), via SystemOne workflow. Managing this correspondence with coding and completion where appropriate.
• Input data into the patients healthcare records as necessary
• Processing requests for information i.e., SAR, insurance/solicitors letters and DVLA forms

Coding & Actions on documents:

• Identifying relevant clinical information contained in patient correspondence and input appropriate clinical codes on SystmOne
• Assisting with the onward management and administration of actions added by clinicians and other staff members.

Data Quality and Recall Management

• Action patient recalls as appropriate in a timely manner
• Management of patient invites for NHS vaccination and immunisation programmes
• Carrying out system searches as required
• Review and manage systems for assuring compliance with Quality Outcomes Framework (QOF)

Electronic Results:

• Allocation of electronic results received to appropriate clinician (bearing in mind absences from the practice due to working days, holidays and sickness), via SystmOne workflow.
• Taking appropriate action on electronic results.
• Informing patients and taking phone calls regarding test results

Appointments:

Making patients appointments as requested for:

• On the day (urgent) appointments (after requests have been triaged)
• Flu/Covid Clinics
• Follow-up appointments from actions on letters & results

Other administrative duties:

• Summarising of patient notes for online registrations
• Following procedure and completing required administrative work for any deaths
• Liaising with bereaved relatives, undertakers and secondary care regarding deaths and appropriate paperwork
• File and store records as required
• Photocopy documentation as required
• Support all clinical staff with general administrative tasks as requested
• Produce and record invoices for private work and ensure records are completed when payment received
• Managing all enquiries in an effective manner

Person specification

Qualifications

Essential

• Educated to GCSE level or equivalent.
• Qualification or competent in the use of Microsoft Office and Outlook

Desirable

• GCSE Mathematics and English at Grade C or above.

Experience

Essential

• Experience of working with the general public
• Experience of establishing effective office administrative systems
• Excellent communication skills (written and oral)
• Effective time management (Planning & Organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Experience and ability to follow policy and procedure

Desirable

• Experience of working in a health care setting
• SystmOne user skills
• Excellent IT skills

Personal Qualities

Essential

• Polite and confident
• Flexible and cooperative
• Motivated
• High levels of integrity and loyalty
• Ability to work under pressure

Desirable

• Forward thinker