Patient Care Administrator

This post requires someone with initiative, enthusiasm, excellent communication skills and empathy with patients and colleagues. Well organised, reliable and with a flexible approach to team work.

The role involves reception and admin duties both patient facing and over the phone. You will liaise with team members to provide a reception service including answering patient and visitor general enquires and booking appointments. Admin duties will include patient records maintenance, recording repeat prescriptions and processing patient emails received via the surgery website all in accordance with protocols.

You will be required to ensure the professional image of the practice is maintained whilst acting as the first point of contact with patients and visitors.

The successful candidate will:

• Have experience of working with others
• Be highly motivated and innovative self starter
• Be discreet and able to maintain confidentiality
• Have a professional and personable presentation and demeanour

Have excellent customer service skills and ability to communicate confidently with the general public over the phone and face to face

Excellent communication skills and the ability to problem solve and resolve issues calmly under pressure

It literate with a high standard of accuracy and quality

Information management - able to collect, organise and input data efficiently

Time Management: able to work to deadlines

Please see attached full job description

We serve approximately 13,500 socially and culturally diverse patients from a large modern healthcare centre in the vibrant borough of Haringey.

We are active in supporting the professional development and personal interests of our team and where appropriate ongoing study or courses will be supported. Offering a lot of opportunities to develop your customer service skills

We are an innovative and educationally focussed practice and are looking for applicants with a similar working ethos to join our multidisciplinary team of dynamic and caring staff consisting of doctors, pharmacists, paramedics, nurses and healthcare assistants.

Full training will be provided including working protocols and procedures. You will work with an experienced team of administration staff as well as working closely with the medical team.

COVID-19 VACCINE 3 DOSES MANDATORY

Must be available to start at 8.00am and / or finish m

Job Responsibilities

Reception

To liaise with team members in providing a reception service

Respond and redirect all patient and visitor requests accordingly

Receive incoming telephone calls, answer general enquiries and transfer or document calls and messages as appropriate.

Book in patients based on the reception script and visitors in line with practice appointments and visitors procedures.

To be aware of other local resources and community organisations, and provide information to patients.

Collect payments from patients for non-NHS services.

To provide cover for colleagues on leave. This will include cover for late/early shifts.

Admin

Receive and record requests for repeat prescriptions in line with the set protocol

Distribute mail as appropriate and open all incoming general mail and mail for clinicians (unless marked personal or instructed otherwise). Sort out all patient correspondence in line with protocols.

To scan all patient correspondence onto the computer, process correspondence for actioning.

To archive old patient correspondence.

To process emails received from patients via the surgery website.

Record all requests for medical reports.

Register new patients according to the practice area onto EMIS computer system.

Amend patients records to show change of name, address etc. onto the computer system, checking if these changes apply to others in the household.

To send out appointment letters, or contact patients by telephone to change or book appointments.

To be responsible for allocated personal tasks towards target achievement.

To cover the personal tasks of other reception staff during periods of leave.

To collect and provide audit data.

To be aware of, and to operate within, practice protocols and guidelines - e.g. confidentiality, health & safety.

Services

Ensure that the professional image of the practice is maintained through the highest standards of staff

behaviour and appearance and the look/appearance of waiting-room facilities.

Attend to and resolve any ad hoc issues and problems as they arise in the day-to-day running of reception.

Escalate these to line management where appropriate.

Act as the first point of contact in dealing with and resolving complaints about staff or the service.

Maintain effective two-way communication with patients and the practice team.

Develop own skills to facilitate minor running repairs/fixes to equipment and IT

Develop and assist in the development of protocols, standard procedures and performance standards.

Maintain waiting-room notice boards, both electronic and paper.

Assist management in interaction with the Patient…