Services Support Centre Administrator

Job description

Job responsibilities

Provide high-quality administrative support across a number of services within Coventry and Rugby GP Alliance.

Handle queries from GP practices, other healthcare providers, healthcare professionals, patients and members of the public in a professional and courteous manner, resolving any issues, providing feedback and communicating effectively.

Deal with difficult callers, handling any objection and feedbacks.

Deal with general enquiries at Electric Wharf and direct to the relevant team member by answering calls made to the main line.

Assisting with postal services (e.g. using the franking machine, attending the post office and on occasion, delivering packs to patients homes).

Monitor and action emails received into the shared mailboxes within the Services Support Centre.

Monitor messages and calls received into the Services Support Centre shared admin phones.

Build good working relationships with internal and external stakeholders.

Assist with the recruitment of new staff members (e.g. GPs wishing to join a service, arranging inductions, setting up new users etc.)

Ensure that shifts are advertised (e.g. using Lantum) for staff members to apply to within a timely manner.

Ensure that applications for shifts are accepted and actioned within a timely manner.

Set up clinics on clinical systems (EMIS) and update clinical systems and booking systems in the event of any staffing changes.

Book and amend patient appointments/training sessions using clinical systems (EMIS) in a timely manner.

Check patient consultations (EMIS) to ensure that requested actions are forwarded to the relevant GP Surgery as required.

Ensure that all patient and service-related records are kept up to date (e.g. patient logs, service logs) with accurate information.

Check patient appointments (EMIS) to ensure that any appointments booked / referrals received are appropriate for the clinician and the service.

Ensuring that patient feedback is requested, in order to help review and evidence the performance of the services.

Register patients within clinical systems.

Support and train non-clinical staff on clinical systems (e.g., EMIS) as an when required.

Attend any training sessions relating to the role (e.g., on Lantum, EMIS) and provide training to colleagues where possible.

Attend all Service Support Centre team meetings, CRGPA staff briefings and any other meetings relevant to the role.

Undertake regular stock checks and will be responsible for reordering / replenishing stock as and when required.

Identify faults, delays and gaps in processes, ensuring learning is put in place to mitigate any future issues.

Deal with any issues that arise from the shift debriefs, problem-solving and escalating to the team leader/manager if necessary.

Maintain an excellent knowledge of, and adherence to, the operational procedures and policies.

Comply with CRGPAs code of conduct and always maintain professionalism.

Raise and report incidents, complaints and risks as appropriate and provide guidance to other staff members when an incident needs to be reported.

Ensure all tasks, notifications, emails and phone messages are dealt with and responded to in a timely manner.

Ensure good communication with all stakeholders.

Ensure compliance with the General Data Protection Regulation (GDPR) and maintain confidentiality.

Ensure that CRGPA is a safe and secure environment to work in (e.g., by ensuring that the Head Quarters are locked and alarmed at the end of each day.

Be willing to undertake a range of different shifts throughout the week, between 8am 8pm Monday Sunday in order to meet the needs of the business.

Person Specification

Experience

• Experience of providing comprehensive administrative support
• Excellent attention to detail and level of accuracy in all aspects of administration.
• Experience of working in the healthcare sector as an administrator.
• Experience of dealing with general enquiries from a range of stakeholders.
• Experience of working within policies, procedures, and guidelines
• Experience of working within a team and independently

• Experience of dealing with governance processes is desirable
• Experience of DATIX is desirable
• Previous experience of clinical systems (EMIS) is desirable

Qualifications

• Educated to GCSE level or equivalent
• NVQ or equivalent experience in Administration
• Microsoft Excel skills to basic or intermediate
• Microsoft Word processing skills to intermediate or advanced level

• Minute Taking training is desirable

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

Coventry And Rugby GP Alliance

Address

1 The Boiler House, Electric Wharf

Sandy Lane

Coventry

CV1 4JU

https://www.coventryrugbygpalliance.nhs.uk/