Job summary
This is a small, friendly and busy GP Practice where no two days are the same. We are looking for a Patient Administrator to join our supportive team and play an important role in helping our patients access the right care at the right time.

The role is fast-paced, varied and sometimes challenging, so you will need to be organised, calm under pressure and able to manage several tasks at once. You will be dealing with patients face-to-face and over the telephone, supporting appointments and enquiries, processing administrative work and working closely with our clinical and administrative teams.

It can be demanding, but it is also extremely rewarding. Every day you will have the opportunity to make a genuine difference to someone's experience of the NHS whether that is helping a patient navigate the practice, resolving a problem, or simply providing a friendly and reassuring point of contact.

We value teamwork, kindness, reliability and a willingness to learn. In return, you will join a close-knit team where your contribution matters and where every member of staff plays an important part in delivering a high-quality service to our patients.

If you enjoy working with people, thrive in a busy environment and want a role where no two days are the same, we would love to hear from you.

Previous GP or NHS experience is desirable, but full training will be provided for the right candidate.

Please note: We will only contact candidates who are shortlisted for interview.

Main duties of the job
We are seeking a part-time, permanent Patient Administrator to join our amazing team.

Hours: 16.5 hours over 3 days

• Monday: 1:00pm - 6:00pm
• Wednesday: 1:00pm - 6:45pm
• Friday: 1:00pm - 6:45pm

Brief Description of Duties

As a Patient Administrator, you will be one of the first points of contact for our patients and will play an important role in helping them access the right service at the right time.

Your duties will include:

• Welcoming and assisting patients at reception in a friendly and professional manner.
• Answering telephone calls and responding to patient enquiries.
• Supporting patients with appointments and directing them to the most appropriate service or member of the team.
• Responding to emails and online enquiries, including our online triage system.
• Processing repeat prescription requests and dealing with prescription-related administrative queries.
• Undertaking DOCMAN administration, including scanning, coding and filing incoming.
• Filing and maintaining patient records and ensuring information is processed accurately and promptly.
• Completing general administrative tasks to support the smooth running of the practice.
• Liaising with clinical and non-clinical teams.
• Handling confidential and sensitive information in accordance with practice policies and NHS requirements.

Current patients of the Surgery: If you are offered this position, you would need to register with another GP practice before commencing employment with us.

About us
At Forge Close Surgery, we are united by a shared purpose: to deliver compassionate, safe and high-quality healthcare while fostering a warm, respectful and supportive workplace. Together, as one team, we care for our community and each other with integrity and pride.

We are a small, friendly GP Practice where clinical and administrative staff work closely together. We believe everyone has an important role to play and that our success relies on working together, supporting one another and treating each other with respect.

Our core values are Patient First, Teamwork & Trust, Compassion & Kindness, Excellence in Care, Accountability & Integrity, and Balance & Wellbeing.

We recognise that general practice can be fast-paced, challenging and demanding, but it is also incredibly rewarding. Our aim is to create a workplace where our team enjoys coming to work, feels supported and can take pride in making a difference to our patients and our community.

We value teamwork, learning and continuous improvement. We want our staff to feel that they are part of a team where their contribution matters.

If you are looking for a role where you can help people, work as part of a close-knit team and make a genuine difference every day, we would love to hear from you.

Job responsibilities
RESPONSIBILITIES

To provide a friendly, professional and helpful first point of contact for patients and visitors to the Surgery.

• To deal with patients by telephone, face-to-face, email and through the Practice's online triage system.
• To assist patients with appointments, queries and requests and direct them to the appropriate service, clinician or member of the Practice team.
• To undertake a range of reception and administrative duties to support the smooth and effective running of the Practice.
• To process patient information and administrative work accurately and in accordance with Practice protocols.
• To maintain patient confidentiality and comply with information governance and data protection requirements.
• To work collaboratively with both clinical and administrative colleagues.
• To remain calm, professional, helpful and courteous when dealing with patients, including during challenging or difficult interactions.

TASKS

TELEPHONE

1. To log in to the Practice telephony system and respond to telephone calls as quickly and effectively as possible.
2. To deal with, transfer or escalate calls as appropriate, following Practice protocols.
3. To accept, record and transmit information accurately using EMIS, online triage system, generic email and other Practice computer systems.
4. To assist patients with queries, requests and access to appropriate services.
5. To provide a professional, calm and courteous service, including when dealing with challenging or difficult telephone interactions.
6. To maintain confidentiality when discussing patient information over the telephone.
7. To log out of the telephony system at the end of each working session.

RECEPTION

To receive patients and visitors arriving at the Practice in a welcoming, friendly and professional manner.

1. To assist with patient queries and requests or pass messages to the appropriate person.
2. To confidently navigate patient records using EMIS, Docman and other Practice systems in order to assist with patient queries.
3. To make appointments for patients with the appropriate Practice service using EMIS, where required.
4. To assist patients with the Practice's online triage system, including explaining how to access and use the service and directing patients to the appropriate route where required.
5. To handle queries and requests for information or services and ensure that they are dealt with appropriately or transferred to a GP, healthcare professional, member of staff or outside agency in accordance with Practice protocols.
6. To respond appropriately to patient queries received through generic email and other electronic communication channels, ensuring enquiries are dealt with or passed to the appropriate person.
7. To maintain a professional and courteous approach at all times, including when dealing with challenging situations.

ADMINISTRATION

To undertake general administrative duties required for the smooth running of the Practice.

1. To process repeat prescription requests and deal with prescription-related administrative queries in accordance with Practice protocols.
2. To undertake DOCMAN administration, including receiving, scanning, attaching, coding and filing correspondence accurately into the correct patient's medical record and routing correspondence to the appropriate clinician or team.
3. To process incoming hospital letters, clinic correspondence and other clinical documentation, ensuring that information is accurately recorded and reaches the appropriate clinician or member of the Practice team.
4. To undertake general filing and maintain accurate and appropriately organised patient records.
5. To respond to patient emails and electronic enquiries appropriately and within Practice protocols.
6. To undertake administrative work relating to QOF call and recall lists when required.
7. To assist with deductions from the Practice patient list/records in accordance with Practice procedures and guidance.
8. To assist with administrative backlogs and other Practice administrative work as required.
9. To accurately enter, update and maintain patient information using EMIS, Docman, online triage system and other Practice systems.
10. To ensure that all patient information is handled securely and confidentially and in accordance with Practice policies, information governance requirements and data protection legislation.

GENERAL

To assist as required during periods of staff holiday, sickness, increased workload or other operational requirements.

1. To work collaboratively with clinical and administrative colleagues, supporting one another and contributing positively to the wider Practice team.
2. To undertake any other reasonable duties appropriate to the role as requested by the Practice Manager or Partners.
3. To attend and complete Practice training and develop the knowledge and skills required for the role.
4. Full training will be provided on Practice systems, including EMIS, Docman, online triage system and relevant Practice processes and protocols.
5. To follow all Practice policies, procedures and protocols and raise any concerns with the Practice Manager.
6. To maintain a professional, respectful, helpful and courteous approach towards patients, colleagues and other healthcare professionals.
7. To remain calm and professional when dealing with challenging situations and seek assistance from an appropriate colleague where necessary.
8. To contribute to the Practice's commitment to providing safe, compassionate and high-quality care to patients.
9. To maintain confidentiality at all times and not disclose patient or Practice information except in accordance with Practice procedures and relevant legislation.

Person Specification
Skills and Abilities
Essential

• Confident using IT systems, including Microsoft Office, email and computer-based systems.
• Ability and willingness to learn new IT systems and software as they are introduced.
• Good verbal and written communication skills.
• Ability to communicate clearly and professionally with patients, colleagues and healthcare professionals.
• Good organisational skills and ability to prioritise workload.
• Accurate and methodical approach with good attention to detail.
• Ability to remain calm and professional under pressure.
• Ability to deal appropriately with challenging or difficult situations.
• Ability to follow Practice policies, procedures and protocols.
• Ability to work independently and as part of a team.
• Ability to recognise when assistance is required and seek support appropriately.

Desirable

• Experience using EMIS, Docman and Accurx.
• Experience working with electronic patient records.
• Experience of processing electronic correspondence and online patient requests.
• Knowledge of NHS services and Primary Care processes.

Qualifications
Essential

• Good standard of general education.
• Ability to read, write and communicate clearly.
• Willingness to undertake relevant training and learn new systems and procedures.

Desirable

• Qualification or training in administration, customer service, healthcare or a related area.
• Relevant NHS or Primary Care training.

Experience
Essential

• Experience of working in a customer-facing, administrative or service environment.
• Experience of dealing with members of the public in a professional and courteous manner.
• Experience of using computerised systems as part of a working environment.
• Experience of handling confidential or sensitive information.
• Experience of working in a busy environment and managing multiple tasks.

Desirable

• Previous experience in a Primary Care setting, such as a GP Practice, Primary Care Network or other NHS primary care environment.
• Previous experience working in an NHS or healthcare setting.
• Experience using EMIS, Docman, Accurx or other GP Practice systems.
• Experience processing prescriptions or prescription-related queries.
• Experience processing clinical correspondence, scanning, coding and filing documents.
• Experience using an online consultation or triage system.
• Experience undertaking patient recalls, QOF-related administration or patient list administration.

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.

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.