Patient Services Administrator

KEY RESPONSIBILITIES Patient Services and Administration

• Provide a professional, courteous, welcoming and patient-centred service to patients, carers, visitors and colleagues.
• Manage incoming telephone calls, online consultations, emails and face-to-face enquiries efficiently and effectively.
• Book, amend and cancel appointments in accordance with organisational policies, appointment protocols and available capacity.
• Process requests for home visits in accordance with practice procedures and escalated appropriately where clinical input is required.
• Register new patients and maintain accurate and up-to-date patient demographic information.
• Process patient requests, administrative tasks and electronic workflow within agreed timescales.
• Process repeat prescription requests in accordance with practice procedures and within the scope of the role.
• Process incoming and outgoing correspondence, referrals, reports and other clinical documentation as required.
• Support the administration of recall programmes, including health checks, screening programmes, vaccinations and long-term condition reviews.
• Provide administrative support to clinics and clinical teams as required.
• Support clinicians and the wider healthcare team with administrative tasks to facilitate the effective delivery of patient care.
• Liaise with hospitals, community services, laboratories and other external organisations where appropriate and within the scope of the role.
• Maintain accurate electronic and paper records in accordance with organisational procedures.
• Ensure patient information is handled confidentially and in accordance with information governance requirements and data protection legislation.

• Undertake non-clinical care navigation and signposting in accordance with approved organisational protocols.
• Direct patients to the most appropriate clinician, healthcare professional, service or community resource based on established pathways and protocols.
• Support patients to access appropriate services and explain available pathways clearly and professionally.
• Contribute to the effective management of patient demand and appointment capacity.
• Recognise the limits of the role and escalated clinical, safeguarding or other concerns appropriately.
• Support an excellent patient experience by responding to enquiries professionally, managing expectations appropriately and identifying opportunities to improve patient access and service delivery.
• Promote appropriate use of services and support patients to access the right care at the right time.

• Promote and support the use of digital healthcare services, including the NHS App, online consultations, appointment booking, repeat prescription requests and patient online access.
• Assist patients who require support to access and use digital healthcare services.
• Encourage appropriate use of digital pathways to improve patient access, engagement and service efficiency.
• Support the implementation of digital initiatives designed to improve patient experience and organisational efficiency.
• Process digital requests and electronic communications in accordance with agreed procedures and timescales.
• Maintain accurate electronic records and information in accordance with organisational requirements.

• Work in accordance with STHC policies, procedures, protocols and organisational requirements.
• Adhere to requirements relating to confidentiality, information governance, data protection, safeguarding, health and safety, infection prevention and control and risk management.
• Recognise, report and appropriately escalated safeguarding concerns in accordance with organisational policies and procedures.
• Support the organisation in maintaining compliance…