Administrator / Care Coordinator
Job summary
Great Lumley Surgery is seeking for an enthusiastic, reliable and self-motivated Practice Administrator / Care Coordinator to join our friendly and professional practice team. This is an exciting opportunity for an individual who is committed to providing high-quality administrative support, maintaining accurate records and helping to ensure patients receive an efficient and positive experience.
The role is primarily administrative and will involve supporting the practice with a range of essential tasks including clinical coding, summarising patient records, processing screening results and maintaining accurate patient information. The successful candidate will also undertake some care coordinator activities to support patients in accessing services and ensure continuity of care. The candidate will play a key role in ensuring the smooth and efficient running of the practice admin team along with supporting both patients and clinicians.
Please note this advert may be closed early if a suitable applicant is recruited.
Main duties of the job
The duties and responsibilities of the successful candidate may include any or all of the items listed which is not exhaustive. Duties may be varied from time to time under the direction of the management team.
Provide administrative support to the practice team.
Summarise and code relevant information into the practice computer system.
Process and manage screening results, ensuring actions are completed and documented appropriately.
Monitor administrative workflows and complete tasks within agreed timescales.
Action clinical correspondence as per instruction.
Working strictly in accordance with the practice summarising protocol and letter management protocol.
Maintain accurate and confidential patient records on clinical system.
Answer the telephone promptly and deal with enquiries in a helpful and courteous manner.
Handle patient enquiries courteously and efficiently, both in person and over the phone.
Maintain confidentiality regarding patients and staff.
Maintain a good working relationship with internal and external stakeholders.
Effectively signpost patients to services appropriate to their needs.
Contribute to the delivery of proactive and patient-centred care.
Take accurate and precise notes during practice meetings.
Organise and schedule appointment diaries.
Work collaboratively with the wider practice team to deliver excellent patient care.
About us
Great Lumley Surgery is a friendly, semi-rural GP practice on the outskirts of Chester-Le-Street, providing care too approximately 5200 patients. We currently have three GP Partners (two female and one male), one Salaried GP and a dedicated multidisciplinary practice team.
We are proud to have been a GP training practice for over 25 years, and this is strongly within the ethos of the practice. We are committed to supporting staff at all stages of their careers and fostering an environment where individuals can develop their skills.
At Great Lumley Surgery, teamwork is at the heart of everything we do. We believe in delivering high-quality, patient-centred care through a collaborative approach, with every member of the Primary Health Care Team playing an integral role. We are supportive, motivated and a dedicated team that works together to achieve the best possible outcomes for our patients, while maintaining a positive working environment. A good sense of humour is essential!
We recognise and value the contribution of every team member and encourage staff to take an active role in the development of the practice. We promote an inclusive culture where everyone's ideas and expertise are respected.
Regular team meetings and open communication are held on a wide variety of topics and full participation from all staff is encouraged.
Job description
Job responsibilities
Job title
Administrator/Care Coordinator
Line manager
Zoe Percival Assistant Practice Manager
Accountable to
Helen King Practice Manager
Hours per week
Up to 30 hours
Job summary
To provide high-quality administrative support to the practice, ensuring that patient records are accurately maintained and clinical information is processed efficiently. The post holder will undertake a range of administrative duties including clinical coding, record summarising, processing screening results, managing clinical correspondence and supporting data quality initiatives.
The role will also include elements of care coordination, supporting patients to access appropriate services.
Mission statement
To serve our patients
Generic responsibilities
All staff at Great Lumley Surgery have a duty to conform to the following:
Equality, Diversity and Inclusion
A good attitude and positive action towards Equality Diversity & Inclusion (ED&I) creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons it improves operational effectiveness; it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.
The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines.
All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.
All personnel are to comply with the:
Health and Safety at Work Act 1974,
Environmental Protection Act 1990,
Environment Act 1995,
Fire Precautions (workplace) Regulations 1999
Coronavirus Act 2020
Other statutory legislation which may be brought to the post holders attention.
Confidentiality
The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.
It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.
Quality and Continuous Improvement (CI)
To preserve and improve the quality of this organisations outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.
The responsibility for this rests with everyone working within the organisation to look for opportunities to improve quality and share good practice and to discuss, highlight and work with the team to create opportunities to improve patient care.
Great Lumley Surgery continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Staff should interpret national strategies and policies into local implementation strategies that are aligned to the values and culture of general practice.
All staff are to contribute to investigations and root cause analyses whilst participating in serious incident investigations and multidisciplinary case reviews.
Induction
At Great Lumley Surgery, you willl be required to complete the induction programme and the practice management team will support you throughout the process.
Learning and development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed by Practice Manager. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate
The post holder will undertake mentorship for team members and disseminate learning and information gained to other team members to share good practice and inform others about current and future developments (e.g., courses and conferences).
The post holder will provide an educational role to patients, carers, families and colleagues in an environment that facilitates learning.
Collaborative working
All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.
Teamwork is essential in multidisciplinary environments and the post holder is to work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working and work effectively with others to clearly define values, direction and policies impacting upon care delivery
Effective communication is essential, and all staff must ensure they communicate in a manner which enables the sharing of information in an appropriate manner.
All staff should delegate clearly and appropriately, adopting the principles of safe practice and assessment of competence.
Plans and outcomes by which to measure success should be agreed.
Managing information
All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information.
Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes.
Service delivery
Staff will be given detailed information during the induction process regarding policy and procedure.
The post holder must adhere to the information contained within the organisations policies and regional directives, ensuring protocols are always adhered to.
Security
The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager.
Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.
Professional conduct
All staff are required to dress appropriately for their role.
Leave
All personnel are entitled to take leave. Line managers are to ensure all their staff are afforded the opportunity to take 5 weeks leave each year (pro rata) and should be encouraged to take all their leave entitlement.
Public holidays will be calculated on a pro-rated basis dependent on the number of hours worked.
Primary key responsibilities
The following are the core responsibilities of the administrator / care coordinator. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
To code clinical information in line with the practice document management policy.
Distributing clinical documents to clinical staff.
Processing and distributing incoming correspondence.
To maintain the computer clinical system in an accurate and secure manner.
Summarise medical records and code the information into the practice clinical system (emis)
Process changes to patient registration, deduction of record and new patient registrations.
Monitor workflow manager.
General administration within the department as required and directed by the management team.
Maintain a clean, tidy, effective working area at all times.
Administrative support to the practice to help it achieve its targets and requirements.
Accurate and precise note taking throughout practice meetings and follow up actions as needed.
Any other tasks allocated by the practice management team.
Acting as a point of contact for patients, families and carers.
Proactively identifying patients who would benefit from personalised care and care planning.
Helping patients to navigate services, access appointments and understand their care plans.
Maintaining accurate records and contributing to service evaluation and improvement.
Person Specification
Qualifications
- GCSE Mathematics and English at Grade C or above (Level 4) or above, or Functional Skills Level 2 in Maths and English.
- NVQ Level 2 in Health and Social Care Certificate in medical terminology
Experience
- Previous administrative experience.
- Strong attention to detail and data accuracy.
- Excellent written and verbal communication skills.
- Good organisational and time management abilities.
- Competent IT skills, including Microsoft Office applications.
- Ability to maintain confidentiality and professionalism at all times.
- Understanding of safeguarding adults and children.
- Ability to use own initiative, discretion and sensitivity.
- High levels of integrity and loyalty.
- Ability to work both independently and collaboratively as part of a team.
- Experience working within a GP practice, NHS organisation, or healthcare setting.
- Knowledge of clinical coding.
- Experience of summarising patient records.
- Familiarity with emis or other clinical systems.
- Experience of care coordination or patient pathway management.
Personal Qualities
- We are looking for someone who is organised, adaptable and committed to providing a high standard of administrative support.
- Essential:
- Compassionate, patient-focused, and committed to delivering a high standard of service.
- Highly organised with excellent communication and interpersonal skills.
- Polite, professional, and confident when interacting with patients, colleagues, and external agencies.
- Flexible, adaptable, and willing to support the needs of the practice.
- Able to work independently using initiative, as well as collaboratively as part of a wider team.
- Demonstrates a positive and proactive approach to work.
- Committed to maintaining confidentiality and handling sensitive information with discretion.
- Able to follow policies, procedures, and practice protocols consistently and accurately.
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
Great Lumley Surgery
Address
Front Street
Great Lumley
Chester le Street
Durham
DH3 4LE
United Kingdom
Employer's website
https://www.greatlumleysurgery.co.uk/