Patient Services Administrator

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 escalated 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 escalated 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 escalated 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.