General Practice Administration Assistant; Triage Team

This administration post sits in the Triage Team at Downend Health Group, with cross-team cover across its Christchurch and Willow Surgeries. The core work is triaging appointment requests by clinical priority, recording them in patient records and booking appointments, with support to other practice admin teams when needed. The post is a minimum of 25 hours a week on shifts that can change at short notice, and it covers absence across the practice.

Applicants with no clinical background are welcome, and GCSE maths and English is essential.

• Triage appointment requests using the Sentiers care navigation system, allocating by clinical priority
• Save requests into EMIS patient records and submit Klinik requests where patients need help
• Allocate appointments and advise patients through digital channels
• Make community healthcare referrals and forward nursing appointment requests
• Identify where prior nursing appointments are needed so clinicians have the information they need
• Cover short- and long-term absence such as sickness, annual leave and maternity or paternity leave
• Rebook clinical appointments after unscheduled absences
• Coordinate translation services and direct administration enquiries
• Send self-help links and wellbeing information to patients
• Support information governance work, including SARS requests, patient consent letters and records requests
• Provide cross-team support across the Patient Assistant, Administration and Medical Secretary teams as required
• Carry out any other duties needed to maintain workflow within the Triage team

• GCSE maths and English

• Very good IT skills and a thorough understanding of Microsoft Office
• High level of literacy with excellent verbal and written communication
• Excellent, positive customer service mindset
• Highly organised, able to manage multiple duties across teams
• Understanding of and adherence to strict confidentiality and clinical governance
• Potential to grasp different work processes and concepts quickly

• Resilience and ability to work collaboratively with multiple teams
• Able to act on own initiative, self-directed and motivated
• Adaptable to changing work environments and work streams
• Flexible working pattern, including increasing hours for holiday or sickness cover
• Keeping own statutory and mandatory training records up to date in Teamnet
• Empathy and patience

• Menopause policy and mental wellbeing resources
• Flexible working patterns where possible
• Social gatherings and sporting sweepstakes
• Monthly reward scheme recognising staff who go the extra mile
• Small tokens of appreciation