CHOOSE & BOOK ADMINISTRATOR - JOB DESCRIPTION
JOB TITLE: CHOOSE & BOOK ADMINISTRATOR
REPORTS TO: ASSISTANT PRACTICE MANAGER
HOURS: Between 18 -25
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide 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
- Processing E-referrals in an accurate and efficient manner and ensuring it is in compliant with required Information Governance standards.
- Booking appointments by identifying clinically appropriate services for patients
- Reviewing the Service Details to ensure that the referral conforms to the service requirements (including exclusions)
- Ensuring that patients are supported in selecting their chosen provider and booking their appointment.
- Booking the appointment directly and providing them with the Appointment Details letter, with the exception of some referrals where it has to be agreed with patient.
- Where necessary, provide the patient with an Appointment Request letter and password to allow them to make the booking at their convenience (either on the telephone, via the internet or facilitated by a member of the referring practice staff)
- Adhering to relevant professional standards when attaching clinical information to referrals within the NHS e-Referral Service.
- Ensuring that clinical referral information is added within the recommended timescales: Two Week Wait and urgent referrals - within one working day and routine referrals - within three working days.
- Processing Advice and Guidance requests and managing Advice and Guidance multi-way conversations on the E-referral
- Ensuring Advice and Guidance conversations worklists are managed and actioned appropriately and accurately. (Forwarding it to referring clinicians and managing workflow)
- Converting Advice and Guidance into referrals after review by GP where response received requires patient to be referred
- Managing worklist for all referrals booked to ensure all requests that were raised have been booked with 14days.
- Following creation of UBRN if no booking has been made within 14 days, patients to be contacted to understand if they no longer require appointments.
- Managing worklist for DNA, rejected and cancelled appointments by reviewing reasons for this and contacting service provider or patient where relevant to action or close referral.
- Answering general E-referral queries by patients and colleagues.
- Completing urgent typing and Lexacom tasks when secretary is on leaveThere will also be Reception cover duties which include the following:
Reception Job Responsibilities:
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Enter requests for home visits into the visit book, ensuring careful recording of all relevant details and where necessary refer to Duty Doctor.
- Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours, either on the computer or manually.
- Prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork.
- Advise patients of relevant charges for private (non General Medical Services) services, accept payment and issue receipts for same.
- Enter patient information on to the computer as required.
- Patient notes and correspondence:
- Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to
- Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
- Ensure records are kept in good repair with all necessary information on the outside cover clearly visible.
- Make and serve refreshments, ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
- Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
- When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
- Ensure that all new patients are registered onto the computer system promptly and accurately
- Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to include:
- Using personal security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Reporting potential risks identified.
Equality and Diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
The post-holder will strive to maintain quality within the practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Work effectively with individuals in other agencies to meet patients needs
- Effectively manage own time, workload and resources.
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize people’s needs for alternative methods of communication and respond accordingly.
Contribution to the Implementation of Services:
The post-holder will:
- Apply practice policies, standards and guidance
- Discuss with other members of the team how the policies, standards and guidelines will affect own work
- Participate in audit where appropriate.
Job Type: Part-time
Salary: £8.40 /hour