JOB DESCRIPTION
ADMINISTRATION ASSISTANT
REPORTS TO:PRACTICE MANAGER
RESPONSIBLE TO:THE OFFICE MANAGER
LOCATION:CLITHEROE HEALTH CENTRE/QUEX HOUSE
JOB SUMMARY
The post holder is responsible for the supervision of all the administrative tasks within the practice and is responsible for the management and maintenance of the computer system. The role requires a high level of skill and IT knowledge, and necessitates the need to prioritise workload, make decisions and to meet deadlines. The post holder supports the clinical staff and is responsible for the organisation and recall of patients to specialist clinics, for investigations and routine follow-ups. This post holder is also responsible for the supervision of the computerised registration data base to ensure accurate data input to allow precise recall and to facilitate the production of specialist statistical and data reports. The role also includes apersonal secretarial role to all the clinical staff.
MAIN DUTIES
Preparation and upkeep of special clinics, registers and recall systems
Maintain, update and monitor computerised registration data base
IM&TManagement
Special statistical and data reports
Secretarial Work
Summarising of Medical Records
Office Procedure
Dealing with Patients
Maintenance of Shared Information
- MAIN DUTIES:
Preparation and upkeep of special clinics, registers and recall systems
To validate chronic disease registers by interrogation of the computer database
To recall patients who require review by analysing the computer database with patient searches
On a monthly basis undertake searches for those patients who require regular investigations and complete the necessary paperwork i.e. blood forms.
Invite patient to attend surgery by letter or telephone.
Ensure that all patients on the chronic disease registers have due diary date
Work with the GP’s and practice nurses to identify and amend any changes to patient’s medications or diagnosis.
Ensure that the GP’s are aware of those patients who require a medication review
Validation of the exemption list by means of patient searches and read coding.
To work with Data Quality Team to ensure consistent approach to information
To construct and maintain changes to clinical review templates and ensure all staff know how to use them.
Maintain, update and monitor computerised registration data base
To monitor up-dates from the computer supplier and implement any changes necessary
Ensure all new registrations are entered onto the database in systematic and accurate fashion
To batch data process any changes that effect the patient population.
To validate the patient population to agree with the NHS England database.
Computer Management
Attend all faults and where necessary correct the problem
Liaise with maintenance engineers and software support where necessary.
To manage system shut downs by communication to relevant parties and to ensure the appropriate actions have been taken. i.e. appointment lists and summaries.
To maintain the patient calling system (Jayex board)
To manage and maintain the staff passwords
To set new employees up on the system with e-mail network, EMIS passwords and Smartcards
To ensure all staffs logon requirements are configured throughout the network.
To network all the printers and scanners to ensure access to every computer
Special statistical and data reports
Be involved in the organisational audit process, taking responsibility for the completion of the audit cycle and advising others on the structure and format of the audit – disseminate results and take appropriate action
Be involved in the clinical audit process, in liaison with medical and nursing staff, taking responsibility for the completion of the audit cycle and advising others on the structure and format of the audit – disseminate results and take appropriate action
To produce evidence for quality initiatives Quality Outcomes Framework, Quality Framework and CQC.
To attend the practice audit group on a quarterly basis and implement and action agreed
To maintain and implement the audit calendar
To assist any clinical personnel such as registrars and students in constructing and performing research projects.
Secretarial Work
To provide a personal secretarial and administrative support service to the partners and clinical staff of the practice
To process referral correspondence by transcribing from audio, shorthand or copy typing and record in the patients electronic record.
The speed and accuracy of typing and data input are essential to the job.
To forward correspondence to its destination by the most appropriate means, be it internal or external post, email or by other means
To follow-up referral letters and expedite as necessary
To deal with any other associated correspondence for the Practice, GP partners and Clinical Staff.
To deal with hospital correspondence appropriately, liaising with both NHS and Private service providers
To act as a first point of contact for clinical or organisational communication with secondary care, NHS Trusts and other associated organisations.
Organising domiciliary, non-urgent and urgent visits for patients.
Co-ordinating appointments for NHS and private referral requests.
To act upon urgent referral requests and follow up referrals made from the Practice on behalf of the GP’s.
To up-date GP diary commitments. Co-ordinate appointments
To record minutes of Practice meetings and ensure this information is appropriately distributed.
Process out of hours contacts and communicate and organise any follow-up actions.
Opening and Distribution of Post
Record clinical correspondence by Read Code entry into the patient’s electronic record or by entry into the appropriate ledger.
Scan the patient related post into their electronic record.
Process insurance reports, invoice as necessary and ensure they are completed and returned within a specified period.
Process and invoice solicitors for copies of patient notes.
Process and record results from tests and investigations by Read Code entry into the patient’s electronic record.
To sort and distribute correspondence for postage at the end of each day
Summarising of Medical Records
Entry by Read Code of diagnosis, investigations and procedures onto the computer records.
To ensure that medical notes for new patients are summarised in accordance with QOF guidelines
The accurate read code entry is imperative to continued patient care.
Knowledge of template construction and completion is vital to correct coding.
Office Procedure
To create protocols for office tasks and to ensure these are kept up-to-date if changes occur.
Dealing with Patients
To assess patients needs and use professional judgement accordingly.
To be the first contact for patients with queries and other needs
To deal with patient queries in a professional and efficient way
To liaise with NHS Trusts and other service providers on behalf of patients
To liaise with Lancashire and South Cumbria Agency on patient information and recall processes
To record and process visit requests, communicate follow-up or actions to the GP’s and record in the patients electronic record
Record details of patient births, deaths and newly registered patients, and inform the PHCT
Maintenance of Shared Information
Scan and index information onto the shared folder (intranet) for both partners and staff to access.
COMMUNICATION
Internal
Practice Manager
GP’s and Clinical Staff
Dispensary
District Nurses, Health Visitors, School Nurses and Treatment Room
Other Office and Reception Staff
PCT Staff
External
Patients/ Relations
Hospital Trusts
Carers
PCT
L&SCA
Insurance Companies
Funeral Directors
Liaise with all the above areas to ensure continuity of patient care and the competent exchange of information. This may be through a variety of communication methods including verbal (face-to-face or telephone) written or electronic (fax, e-mail, practice and patient notes).
Communicate both with internal and external contacts in a confidential environment with the requirement to use ones own initiative, persuasive skills and tack at all times in a professional manner.
To ensure the smooth hand over of work, messages and correspondence at the end of each shift
To respond immediately and direct patients to the most appropriate healthcare professional
- TRAINING AND DEVELOPMENT:
Mandatory Training
Keep up-to-date with statutory and mandatory training.
Training of Others
Responsible for in-house training for new employees, registrars and students in computer and organisational skills.
Personal Development
To have an annual personal development plan which comes from an annual appraisal this is also linked to the Practice development plan.
- ORGANISATIONAL RESPONSIBILITIES:
To be responsible for personal workload
To receive patient feed back and complaints
To ensure that the workplace is a clean tidy and safe environment
To ensure that confidentiality is maintained
To ensure any confidential material is locked away each evenong.
Responsible for both daily and long term work plans.
Disseminating information both internally and externally
Creating and updating of reception protocols.
- PROFESSIONAL RESPONSIBILITIES:
Comply with regulations:
- Health & Safety at Work Act
- Data Protection Act
- Confidentiality Policy
- Terms and Conditions of Employment Handbook.
Responsible for following the procedures and protocols as set down by the practice.
An understanding, acceptance and adherence to the need for strict confidentiality.
To have the ability to use own judgement, resourcefulness, common sense and local knowledge, to respond to patients’ enquiries and requests
To possess excellent communication skills
To be able to understand and adhere to work priorities
PERSONAL SPECIFICATION
Administration Assistant
Essential / DesirableQualifications
5 GCSE including Maths and English
Evidence of typing skills / NVQ 2/3
Possession of a specialised qualification (finance, personnel etc.)
Possession of a managerial qualification (DMS etc.)
Medical Terminology Qualification
Experience
Experience of dealing with members of the public
Experience of Microsoft Office
Setting up and maintaining office/admin procedures / To have worked ina secretarial position for 2 years within a profession or within a business environment
Holding a position of responsibility within a team of people
Experience of working as a PA or personal secretary
Experience of working in a health service environment.
Skills
IT skills (ability to use word processing and other business software) Knowledge of the internet
IT skills (ability to use the clinical system)
Effective use of the English Language
To be able to demonstrate accuracy
Communication skills-clear and articulate (face to face and telephone) and written.
Sound interpersonal skills-tact and diplomacy
Work with minimum supervision
Ability to work on own initiative and as part of a team
Ability to present reports and information
To be able to interact with colleagues from other departments within the NHS and other agencies
Aptitude to learn and develop new skills
Ability to use own judgement, resourcefulness and common sense
To have good organisational skills
Ability to deal professionally and assertively with people at all levels / Producing reports and papers to the partners
Evidence of training and personal development within the working environment.
Knowledge
Understanding of general practice
Local knowledge-to respond to patient requests (including local services available) / Health and Safety Legislation
NHS Reforms-especially the primary care environment
Personal
Motivate self and others
Smart appearance
Confidentiality
Loyalty
Flexibility and Willingness to accept change and new approaches
Tact and Diplomacy
Sense of Humour
EFFORT FACTORS
- PHYSICAL EFFORT
What physical effort is required for the job?
Type of Physical Effort / How Often / For How Long / What weight is involved / Any mechanical AidsSitting at a computer for long periods
Filing stretching and bending to filing cabinets. Lifting of folders and boxes / Every working shift
Every shift / For duration of shift
For duration of shift / Typing seats
Is the job holder expected to sit/stand in a restricted position? Yes
No
How often? Every shift Weekly Monthly Less often
For how long? Less than 20 minutes More than 20 minutes
on each occasionon each occasion
- MENTAL EFFORT
Are there any duties requiring particular concentration?
Types of Duties / How Often / For How LongWorking in a pressurised environment with periods of high demand.
The unpredictability of the work and constant interruption by doctors, colleagues and patients that can be of a demanding and pressurised nature; not knowing what varied request will be made throughout the day. / Every working shift.
Every working shift. / Daily working hours.
Daily working hours.
Are there any duties of an unpredictable nature?
Types of Duties / How Often / For How LongIndividual patient needs. / Throughout every working shift. / Differs each day.
- EMOTIONAL EFFORT
Does the job involve dealing with any distressing or emotional circumstances?
Type of Circumstance / Direct/Indirect Exposure / How OftenDealing with bereaved and terminally ill patients and their families.
Dealing with angry and upset patients.
Urgent visit/ambulance request.
Dealing with correspondence of a confidential nature in a small community. / Direct.
Direct.
Direct.
Direct. / Differs each day.
Differs each day
Differs each day
Differs each day
- WORKING CONDITIONS
Does the job involve exposure to unpleasant working conditions?
What Working conditions / How OftenWorking in a small , cramped office in a pressurised environment.
Constant use of VDU equipment.
Constant interruption from a variety of sources.
Poor heating and ventilation .
Absence of staff facilities i.e. cloak rooms, lockers and staff areas. / Every working shift.
Every working shift.
Every working shift
Every working shift.
Every working shift.
- Employment Acts and Codes of Practice
All employees are required to comply with employment legislation and codes of good practice.
- Health and Safety
In accordance with the Health and Safety at Work Act 1974, and other supplementary legislation, all employees are required to take reasonable care to avoid injury during the course of their work and co-operate with the Trust and others in meeting statutory requirements.
- Research and Development Projects
Whenever you decide to undertake a piece of research, either as a Principal Investigator or Local Researcher, or Assistant Researcher, you must comply with the principles of Clinical Governance and the Research Governance Framework.
- Development Review
Key performance objectives, development needs and compilation of a Personal Development Plan will be discussed and agreed at Annual Development Review meetings.
- Rules, Regulations, Standing Orders and Financial Instructions
All employees are required to comply with the rules, regulations, standing orders and financial instructions and policies of the Trust.
- Review
This is not intended to be a comprehensive description of the duties of the post. Due to the Trusts commitment to continuous improvement it is likely that the post will develop over time. These duties will be subject to regular review and any amendments to this job description will be made in consultation and agreement with the post holder
- The Trust operates a No Smoking Policy and is an Equal Opportunities Employer
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ACCEPTANCE OF JOB DESCRIPTION
I confirm I accept the duties contained in the above job description.
NAME: ...... ………………………………………..
(PRINT)
SIGNED: ……….……………………………………….. DATE: ……..…………………
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