Administrative Assistant (12 Month Maternity Cover)NHS

Job summary

Thornbury Road Centre for Health

SystmOne Administrative Assistant (Fixed Term 12 Month Maternity Cover)

35 hours per week

We are a friendly, busy two partner GP practice looking to recruit an enthusiastic and organised Administrative Assistant to join our team on a 12 month fixed term maternity cover contract.

Previous experience in an administrative role is essential. Experience of working within primary care, using SystmOne, processing referrals or managing customer feedback and complaints is desirable.

The successful applicant will be highly motivated, adaptable and able to work in a fast paced environment. You will have excellent communication, organisational and IT skills, a high level of attention to detail, and the ability to prioritise a varied workload while providing excellent customer service. You will enjoy working as part of a supportive team and be committed to delivering a high standard of patient care.

Working Hours

• 35 hours per week
• Monday to Friday, 7 hours per day between 8.00am and 6.30pm, according to the practice rota and service needs
• The role includes working one or two weekends per month (Saturday or Sunday, shift times will vary)
• Applicants must be willing to work additional hours to provide annual leave and sickness cover when required

Work Location: On site only

Main duties of the job

Key Responsibilities

• Provide comprehensive administrative and secretarial support to ensure the smooth running of the practice.
• Manage patient registrations, deductions, GP2GP transfers, PCSE processes and electronic medical records.
• Process Subject Access Requests, insurance reports, solicitor requests, DVLA forms and other patient information requests.
• Support the practice complaints process and Zero Tolerance Policy.
• Manage patient online access applications and Summary Care Record updates.
• Process referrals through the Electronic Referral Service, manage hospital correspondence and referral workflows.
• Support reception by answering telephone calls, responding to patient enquiries, processing prescription requests and managing shared email inboxes.
• Coordinate patient recall programmes, including immunisations, cervical screening, chronic disease reviews and high risk medication monitoring.
• Manage administrative pathways including cancer failsafe, safeguarding, ambulatory blood pressure monitoring and patient transport.
• Scan, code and maintain accurate electronic patient records.
• Liaise with external organisations, contractors and IT providers.
• Complete audits and ensure compliance with NHS and practice policies.
• Provide flexible reception and administrative cover to support the wider team and deliver an excellent patient service.

Job description

Administrative Assistant Job Summary The Administrative Assistant is responsible for undertaking a wide range of administrative and secretarial duties and providing comprehensive administrative support to the multidisciplinary team. This includes the timely processing of both electronic and paper based information, liaising with internal staff and external organisations, including secondary care providers and community services, and working in accordance with current practice policies and procedures, including the use of the Electronic Referral Service (ERS).

The post holder will also coordinate the practice complaints procedure and oversee the Zero Tolerance Policy, ensuring all processes are managed efficiently and in accordance with NHS guidance.

Primary Responsibilities The following are the core responsibilities of the Administrative Assistant. From time to time, additional duties may be required depending on workload and staffing levels.

The Administrative Assistant will:

a. Act as the complaints lead, ensuring all complaints are managed promptly and in accordance with the NHS Complaints Procedure.

b. Manage the practice Zero Tolerance Policy.

c. Process requests for information, including Subject Access Requests (SARs), insurance reports, solicitor requests and DVLA medical reports. Raise invoices where applicable and prepare medical reports from patient records.

d. Manage Primary Care Support England (PCSE) processes, including:

• Patient deductions
• New registrations
• Patient amendments
• FP69 forms
• Notespace management
• Processing incoming and outgoing medical records
• Liaising with PCSE as required

e. Maintain and file patient medical records in alphabetical order and undertake photocopying as required.

f. Support the Senior Administrator by liaising with external providers regarding maintenance issues and updating relevant logs, including:

• Building maintenance
• Information Technology systems
• Telephone systems

g. Support the Senior Receptionist in managing the practice email inbox, ensuring emails are actioned within three working days.

h. Support the Senior Receptionist with prescription processing and provide cover during periods of absence.

i. Complete all tasks within the Reception and personal inboxes on a daily basis.

j. Manage the new patient registration email inbox and ensure all required documentation is received.

k. Register new and temporary patients and accurately enter patient information onto the clinical system.

l. Process change of address requests and remove patients who move outside the practice boundary.

m. Scan and accurately attach patient documentation to electronic medical records on a daily basis.

n. Support the Senior Administrator by contacting patients on behalf of the practice as required.

o. Process patient online access applications.

p. Manage the 24 hour Ambulatory Blood Pressure Monitor (ABPM) waiting list, arrange appointments and ensure appropriate follow up.

q. Lead the monthly Childhood Immunisation recall programme, ensuring eligible children receive three invitations where appropriate.

r. Manage recall programmes for:

• Vitamin B12 injections
• High Risk Diabetes reviews
• Chronic Kidney Disease (CKD) monitoring

s. Lead the practice cancer referral failsafe process using C the Signs software.

t. Process all incoming GP2GP tasks.

u. Process Summary Care Record updates and resolve any related errors.

v. Support the Reception Team in arranging hospital transport for patients attending their first outpatient appointment.

w. Carry out general reception administration duties to support the Reception Team.

x. Monitor and maintain the reception area, patient notice boards and information leaflets.

y. Manage the cervical screening deferral process.

z. Complete routine practice audits, including:

• Fire extinguisher checks (monthly)
• First aid box checks (quarterly)
• Vaccine fridge monitoring (weekly)
• Inventory checks (quarterly)
• Defibrillator checks (daily)

aa. Manage the blood pressure machine loan service, ensuring equipment is issued, monitored and returned.

bb. Complete monthly audits for patients prescribed high risk medicines, ensuring blood tests are completed when due, maintaining the monitoring spreadsheet and escalating concerns to the Senior Clinical Pharmacist.

cc. Run weekly and monthly safeguarding Did Not Attend (DNA) reports and action patients in accordance with the practice safeguarding policy.

Medical Secretary Responsibilities The Administrative Assistant will also undertake Medical Secretary duties, including:

a. Typing letters, reports and other clinical documentation as required.

b. Liaising with hospitals, community services and other external organisations to ensure referrals are processed efficiently.

c. Processing referrals to secondary care using the Electronic Referral Service (ERS) and secure NHS email.

d. Reviewing and actioning all ERS workflow tasks on a daily basis.

e. Contacting hospital departments by email and processing responses.

f. Managing administrative enquiries efficiently and professionally.

g. Processing patient calling letters as requested.

h. Answering incoming telephone calls, transferring calls where appropriate or dealing with enquiries directly.

i. Managing administrative queries from patients and healthcare professionals.

j. Running clinical system searches as requested.

k. Maintaining a clean, organised and efficient working environment.

l. Providing administrative support to all members of the clinical team.

m. Managing the C the Signs cancer failsafe process and ensuring appropriate patient follow up.

Secondary Responsibilities In addition to the duties above, the Administrative Assistant may also be required to:

a. Support the Senior Receptionist with reception duties, providing cover during staff absences and assisting with opening and closing procedures.

b. Support the Senior Administrator with additional administrative duties and deputise in their absence where required.

c. Undertake any other reasonable duties appropriate to the role, as requested by the Practice Manager.

About us

Thornbury Road Centre for Health is a busy, two partner NHS GP practice serving approximately 9,100 patients in Isleworth. We are is committed to delivering high quality, patient centred care in a welcoming and supportive environment. We pride ourselves on teamwork, innovation and continuous improvement, and we encourage staff to develop their skills while providing an excellent service to our patients.