Patient Services Administrator

Job summary

The Patient Services Administrator is a multi-functional patient-facing and administrative role supporting the efficient delivery of primary care services.

The post holder will provide a professional, responsive and patient-centred service across patient access, reception, telephone and digital services, patient administration and care navigation.

They will ensure patients are supported to access the most appropriate service and that administrative processes are completed accurately, efficiently and within agreed timescales.

Working as part of a multidisciplinary team, the post holder will support patients, clinicians and the wider practice team with the day-to-day delivery of services.

The role will contribute to the delivery of safe, effective, caring, responsive and well-led services in accordance with organisational policies, NHS requirements and Care Quality Commission (CQC) standards.

The post holder will work within the scope of their role and competence, recognising when matters require escalation to an appropriately qualified colleague. Main duties of the job Provide a professional, courteous, welcoming and patient-centred service to patients, carers, visitors and colleagues.

Manage incoming telephone calls, online consultations, emails and face-to-face enquiries efficiently and effectively. Book, amend and cancel appointments in accordance with organisational policies, appointment protocols and available capacity.

Process requests for home visits in accordance with practice procedures and escalate appropriately where clinical input is required. Register new patients and maintain accurate and up-to-date patient demographic information. Process patient requests, administrative tasks and electronic workflow within agreed timescales.

Process repeat prescription requests in accordance with practice procedures and within the scope of the role. Process incoming and outgoing correspondence, referrals, reports and other clinical documentation as required.

Support the administration of recall programmes, including health checks, screening programmes, vaccinations and long-term condition reviews. Provide administrative support to clinics and clinical teams as required.

Support clinicians and the wider healthcare team with administrative tasks to facilitate the effective delivery of patient care. Liaise with hospitals, community services, laboratories and other external organisations where appropriate and within the scope of the role.

Maintain accurate electronic and paper records in accordance with organisational procedures.

About us

STHC is a GP Federation, established in 2017, bringing together 20 GP practices across South Tyneside to deliver collaborative services at scale and support the sustainability, resilience and development of primary care across the borough.

Job description

Job

responsibilities

KEY

RESPONSIBILITIES

Patient Services and Administration Provide a professional, courteous, welcoming and patient-centred service to patients, carers, visitors and colleagues. Manage incoming telephone calls, online consultations, emails and face-to-face enquiries efficiently and effectively.

Book, amend and cancel appointments in accordance with organisational policies, appointment protocols and available capacity. Process requests for home visits in accordance with practice procedures and escalate appropriately where clinical input is required.

Register new patients and maintain accurate and up-to-date patient demographic information. Process patient requests, administrative tasks and electronic workflow within agreed timescales. Process repeat prescription requests in accordance with practice procedures and within the scope of the role.

Process incoming and outgoing correspondence, referrals, reports and other clinical documentation as required. Support the administration of recall programmes, including health checks, screening programmes, vaccinations and long-term condition reviews. Provide administrative support to clinics and clinical teams as required.

Support clinicians and the wider healthcare team with administrative tasks to facilitate the effective delivery of patient care. Liaise with hospitals, community services, laboratories and other external organisations where appropriate and within the scope of the role.

Maintain accurate electronic and paper records in accordance with organisational procedures. Ensure patient information is handled confidentially and in accordance with information governance requirements and data protection legislation.

Patient Access and Care Navigation Undertake non-clinical care navigation and signposting in accordance with approved organisational protocols. Direct patients to the most appropriate clinician, healthcare professional, service or community resource based on established pathways and protocols.

Support patients to access appropriate services and explain available pathways clearly and professionally. Contribute to the effective management of patient demand and appointment capacity. Recognise the limits of the role and escalate clinical, safeguarding or other concerns appropriately.

Support an excellent patient experience by responding to enquiries professionally, managing expectations appropriately and identifying opportunities to improve patient access and service delivery. Promote appropriate use of services and support patients to access the right care at the right time.

Digital Services Promote and support the use of digital healthcare services, including the NHS App, online consultations, appointment booking, repeat prescription requests and patient online access. Assist patients who require support to access and use digital healthcare services.

Encourage appropriate use of digital pathways to improve patient access, engagement and service efficiency. Support the implementation of digital initiatives designed to improve patient experience and organisational efficiency. Process digital requests and electronic communications in accordance with agreed procedures and timescales.

Maintain accurate electronic records and information in accordance with organisational requirements. Quality, Compliance and Governance Work in accordance with STHC policies, procedures, protocols and organisational requirements.

Adhere to requirements relating to confidentiality, information governance, data protection, safeguarding, health and safety, infection prevention and control and risk management. Recognise, report and appropriately escalate safeguarding concerns in accordance with organisational policies and procedures.

Support the organisation in maintaining compliance with CQC standards and other relevant regulatory requirements. Report incidents, accidents, hazards, near misses and concerns through the appropriate organisational processes. Participate in audits, service reviews, quality improvement initiatives and data collection exercises as required.

Identify and report issues that may affect the quality, safety or efficiency of services. Complete all mandatory and role-specific training within required timescales. Maintain awareness of relevant policies, procedures and developments affecting the role.

Service Champion

Responsibilities

Undertake a designated Service Champion responsibility for an agreed area. Act as a point of contact for colleagues within the allocated area of responsibility. Support consistent application of agreed processes and procedures.

Promote good practice and contribute to service improvement. Support the development and implementation of new processes and procedures. Share relevant information, updates and learning with colleagues.

Team Working and Professional Development Work collaboratively with clinical and non-clinical colleagues to support safe, effective and patient-focused services. Build and maintain positive working relationships with colleagues across STHC.

Demonstrate flexibility and adaptability in responding to the changing needs of the practice and wider organisation. Participate in team meetings, supervision, appraisal, training and development activities. Take responsibility for maintaining and developing knowledge and skills relevant to the role.

Reflect on own performance and identify opportunities for learning and improvement. Support colleagues and contribute positively to the working environment and organisational culture. Maintain a professional approach at all times.

Working Arrangements The post holder may be required to work across STHC practice sites to support service delivery. The post holder may be required to work between 08:00 and 18:30 and participate in enhanced access sessions on a rotational basis, which may include evenings or weekends in accordance with service requirements.

The post holder will be expected to work flexibly across patient-facing and administrative functions according to service demand. Duties may be amended, following appropriate discussion, to reflect changing service requirements while remaining commensurate with the grade and purpose of the role.

General Carry out any other reasonable duties commensurate with the grade and responsibilities of the post. Maintain confidentiality at all times in accordance with organisational policies and legislation. Promote equality, diversity, inclusion and respect in all aspects of the role.

Support STHC in delivering services that are safe, effective, caring, responsive and well-led. Contribute to the continuous improvement of services and the achievement of organisational objectives.

Person Specification

Values and Behaviours Essential The post holder will demonstrate a commitment to delivering compassionate, patient-centred services and will contribute to a culture that is professional, respectful, inclusive, and accountable.

They will: Treat patients, colleagues and partners with dignity and respect. Act with integrity, professionalism and compassion. Take ownership of responsibilities and performance.

Communicate openly, professionally and respectfully. Support innovation, improvement and positive change. Promote equality, diversity, inclusion and fairness.

Work collaboratively to achieve the best outcomes for patients and communities. Demonstrate a commitment to the values and objectives of STHC.

Qualifications

Essential Experience working in an administrative, customer service, healthcare or public-facing environment Experience managing competing priorities within a busy environment Excellent verbal and written communication skills Strong interpersonal and customer service skills Strong organisational skills with the ability to prioritise workload effectively Good IT skills, including Microsoft Office and electronic record systems Ability to maintain confidentiality and handle sensitive information appropriately Ability to work independently and as part of a multidisciplinary team Ability to remain calm, professional and resilient when working under pressure Ability to deal appropriately with challenging, distressed or difficult situations Ability to provide high-quality patient support and maintain a professional approach Understanding of information governance, confidentiality and data protection

requirements

Patient-centred and committed to providing a high-quality service Professional, approachable and courteous Reliable and accountable Able to use initiative while recognising the limits of

the role

Flexible and adaptable to changing service

requirements

Able to work effectively under pressure Committed to continuous learning and improvement Able to work collaboratively and contribute positively to the wider team Flexibility to work between 08:00 and 18:30 and participate in enhanced access sessions Commitment to learning and professional development Willingness to undertake mandatory and role-specific training Satisfactory Disclosure and Barring Service (DBS) check Satisfactory Occupational Health clearance Provision of satisfactory references Eligibility to work in the United Kingdom D