Patient Service Advisor
Job Description
Job summary
To provide administrative and clerical support in a timely and efficient manner for Ratby Medical Centre in the areas of Reception with Workflow, Secretarial cover and general administrative duties. Support may also be required for coding and summarising subject to appropriate training.
Main duties of the job
1. Reception Duties and Patient Interaction:
The first point of contact for patients, families, and carers, both in person and over the phone, the role involves: Managing Appointments, General Enquiries, Creating a Welcoming Environment, Confidentiality and Security:
2. Administrative and Clerical Support:
Repeat Prescriptions, Managing Patient Records, Clerical Duties, Appointment System Management, Document Management, Data Entry and Retrieval.
3.General Administrative Responsibilities:
Contributing to the smooth functioning of the practice through various general administrative duties likeCustomer Service, Communication Facilitation, Administrative Support and Data Protection and Confidentiality
4. Coding and Medical Record Management
Ensuring that clinical information is accurately recorded in patient records, both in paper and electronic formats through Clinical Coding, Summarizing Medical Records and Monitoring Summarization Progress.
About us
Ratby medical centre is a small but expanding GP Practice that moved into purpose built premises in November 2023. Our list size of over 6,000 patients is rapidly growing due largely to patients satisfaction with the care they are receiving from our dedicated staff within all areas of the practice and our modern facilities.
We have three GP Partners, two salaried GP's, two Practice Nurses and several additional roles through the PCN ARRS roles scheme including Clinical Pharmacists, Social Prescribers, and a First Contact Physiotherapist.
The Medical Centre also includes a pharmacy adjoining the practice and a private dentist.
Job responsibilities
Reception:
To deliver a quality reception service, dealing directly with patients, relatives and carers either face to face or by telephone. Reception services include general enquiries, booking or cancelling of appointments, logging of accurate information (e.g. visit requests).
To ensure that the reception office, waiting area and consulting rooms are kept prepared, safe and tidy at all times ensuring a safe and welcoming environment for patients, visitors and all practice team e.g. updating of posters such as DNA Poster.
To undertake start and end of day procedures in line with practice policies to ensure that the premises are both prepared for the clinical staff to receive patients and are secured after use. Observe a strict code of confidentiality at all times.
Actively promoting and registering patients for the online service.
To prepare repeat prescriptions within the Practices prescribing policy and guidelines, enabling patients medications to be prescribed effectively.
To maintain patients manual records keeping in good repair and order.
Extensive use of GP clinical systems and linked software to update and store data in line with practice policy to ensure records are up to date and available for clinical staff at all times.
To perform clerical duties for the Practice including sending standard letters to patients, organising transport for patients, completing lab forms to provide admin and clerical support for the practice team.
To use and amend (where appropriate) the computerised appointment system.
To retrieve information as required from both computer and manual systems.
To work within the Practices agreed policies and guidelines where appropriate commenting on and contributing to changing such policies.
Workflow:
Sort and date stamp all incoming patient-related mail.
Scan patient-related documents onto their medical record using read codes as agreed by the clinical team
Add any additional information about the source of the document
Forward the document to the doctor or nurse who initiated the referral or who is most appropriate to receive the information
Ensure incoming letters are scanned onto the patient record within a 48/72-hour timescale
Scan all internal paper documents on to the relevant patients record and then store the documents in line with practice procedures.
Ensure patient registrations are maintained accurately and complete links work on a frequent and regular basis.
Secretarial:
Provide cover and support for the existing senior patient administrator to include:
Administration of patient referrals including 2WW.
Process subject access request
Process medical reports
Process insurance reports
General Administration:
Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist in the smooth running of the practice, including word/data processing, filing, photocopying and scanning
Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Ensure security and confidentiality of patient information is maintained at all times and that the practice conforms to the requirements of the Data Protection Act and Caldicott guidelines.
Coding
Identify relevant clinical information contained in patient correspondence
Code or free text the clinical information on to the patient record
Deal with queries relating to coding
Summarising
Transfer patient clinical information from existing patient notes to the SystmOne clinical system, always maintaining accuracy and quality of data
Summarise patients medical records using the practice clinical system in accordance with the practice protocols for the recording of clinical information.
Monitor progress of notes summarisation against practice targets.
Person Specification
Experience
Essential
- Experience of working within Primary/Secondary care.
- Knowledge of SystmOne
Qualifications
Essential
- GCSE grade A to C in English and Maths
Desirable
- Coding
Knowledge and Skills
Desirable
- Basic IT skills
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.
Employer details
Employer name
Ratby Surgery
Address
Ratby Medical Centre
Desford Lane
Ratby
Leicester
LE60LE
