Patient Services Administrator

The following are the core responsibilities of the Patient Services Administrator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: Patient Contact Reception & Care Navigation • Provide a professional, friendly and efficient frontofhouse service in person, by telephone and online. • Act as first point of contact, using care navigation to direct patients to the most appropriate clinician or service, including community and selfcare options where suitable, escalating to clinical staff when needed. • Book, amend and cancel appointments in line with practice guidelines; manage arrivals, waiting lists and support capacity planning. • Undertake opening and closing procedures; provide extended access cover (e.g. Wednesday until 8pm) and occasional Saturday rota cover as required. Clinical Correspondence & Referrals • Receive, manage and process incoming clinical correspondence (e.g. hospital letters, reports, test results), ensuring accurate distribution for review and action. • File/scan documents promptly to patient records within the clinical system, maintaining clear audit trails. • Prepare and submit patient referrals (including via NHS e-Referral Service), ensuring required clinical information and documentation are included; track and follow up as appropriate. • Provide secretarial support to clinicians, including typing letters and handling external correspondence requests. • Records Management, Summarising & Clinical Coding • Accurately summarise new and transferred records and update patient histories in the clinical system. • Apply appropriate clinical codes to diagnoses, procedures and concepts to maintain highquality data. • Administer daily document workflow (e.g. document management queues), scanning, coding and assigning to the correct clinician in a timely manner. • Liaise with Primary Care Support England (PCSE) for the accurate receipt and processing of paper records. General Administration & Communication • Process incoming and outgoing post; manage practice correspondence and maintain organised filing systems. • Assist with Subject Access Requests (SARs) and thirdparty requests (e.g. insurance, solicitors, DVLA) in line with policy. • Support clinicians with nonclinical administrative tasks and prescription/medication administration in accordance with practice procedures. • Respond to patient queries regarding referrals, appointments and documentation, providing clear information while maintaining confidentiality. • Information Governance, Safeguarding & Compliance • Handle all patient information in accordance with information governance, data protection and confidentiality policies. • Follow practice policies, standard operating procedures and contribute to CQC compliance and inspection readiness. • Identify and escalate risks, incidents, safety and safeguarding concerns appropriately; support incident reporting and risk management processes. Teamworking & Meetings • Work collaboratively with clinical and administrative colleagues; communicate effectively to support smooth daily operations. • Attend and contribute to patient services team meetings and relevant practice meetings (e.g. clinical governance). • Provide flexible cover across the team during peaks in demand, annual leave and sickness. • Consult with the Patient Services Manager as the designated first point of contact for any arising queries. Digital Systems and Automation • Confidently use a range of digital software and patient management systems to support efficient service delivery. • Maintaining accurate electronic records, navigating clinical and administrative platforms, and utilising digital tools to streamline workflows such as appointment scheduling, referrals, and patient communications. • Support the implementation of new digital systems and automation SECONDARY RESPONSIBLITIES In addition to these primary responsibilities, the Patient Services Administrator may also be required to: • Participate in local initiatives to enhance service delivery and patient care • Support and participate in shared learning within the organisation This job description is not exhaustive. You should understand that your job title and job description may be amended from time to time and that you may be called upon to carry out additional or other duties as may reasonably be required. Job description Job responsibilities The following are the core responsibilities of the Patient Services Administrator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels: Patient Contact Reception & Care Navigation • Provide a professional, friendly and efficient frontofhouse service in person, by telephone and online. • Act as first point of contact, using care navigation to direct patients to the most appropriate clinician or service, including community and selfcare options where suitable, escalating to clinical staff when needed. • Book, amend and cancel appointments in line with practice guidelines; manage arrivals, waiting lists and support capacity planning. • Undertake opening and closing procedures; provide extended access cover (e.g. Wednesday until 8pm) and occasional Saturday rota cover as required. Clinical Correspondence & Referrals • Receive, manage and process incoming clinical correspondence (e.g. hospital letters, reports, test results), ensuring accurate distribution for review and action. • File/scan documents promptly to patient records within the clinical system, maintaining clear audit trails. • Prepare and submit patient referrals (including via NHS e-Referral Service), ensuring required clinical information and documentation are included; track and follow up as appropriate. • Provide secretarial support to clinicians, including typing letters and handling external correspondence requests. • Records Management, Summarising & Clinical Coding • Accurately summarise new and transferred records and update patient histories in the clinical system. • Apply appropriate clinical codes to diagnoses, procedures and concepts to maintain highquality data. • Administer daily document workflow (e.g. document management queues), scanning, coding and assigning to the correct clinician in a timely manner. • Liaise with Primary Care Support England (PCSE) for the accurate receipt and processing of paper records. General Administration & Communication • Process incoming and outgoing post; manage practice correspondence and maintain organised filing systems. • Assist with Subject Access Requests (SARs) and thirdparty requests (e.g. insurance, solicitors, DVLA) in line with policy. • Support clinicians with nonclinical administrative tasks and prescription/medication administration in accordance with practice procedures. • Respond to patient queries regarding referrals, appointments and documentation, providing clear information while maintaining confidentiality. • Information Governance, Safeguarding & Compliance • Handle all patient information in accordance with information governance, data protection and confidentiality policies. • Follow practice policies, standard operating procedures and contribute to CQC compliance and inspection readiness. • Identify and escalate risks, incidents, safety and safeguarding concerns appropriately; support incident reporting and risk management processes. Teamworking & Meetings • Work collaboratively with clinical and administrative colleagues; communicate effectively to support smooth daily operations. • Attend and contribute to patient services team meetings and relevant practice meetings (e.g. clinical governance). • Provide flexible cover across the team during peaks in demand, annual leave and sickness. • Consult with the Patient Services Manager as the designated first point of contact for any arising queries. Digital Systems and Automation • Confidently use a range of digital software and patient management systems to support efficient service delivery. • Maintaining accurate electronic records, navigating clinical and administrative platforms, and utilising digital tools to streamline workflows such as appointment scheduling, referrals, and patient communications. • Support the implementation of new digital systems and automation SECONDARY RESPONSIBLITIES In addition to these primary responsibilities, the Patient Services Administrator may also be required to: • Participate in local initiatives to enhance service delivery and patient care • Support and participate in shared learning within the organisation This job description is not exhaustive. You should understand that your job title and job description may be amended from time to time and that you may be called upon to carry out additional or other duties as may reasonably be required.