Patient Journey Administrator Norfolk

Patient Journey Administrator

Key Responsibilities

• Manage patient contacts, assisting with enquiry resolution.
• Project a positive and friendly image to patients and visitors.
• Direct patients to appropriate services/healthcare professionals.
• Undertake administrative duties for smooth practice operations.
• Manage patient flow at reception desk (appointments, prescriptions, queries).
• Ensure visitors sign in the visitors book.
• Handle incoming patient calls, triage medical needs, and actively signpost.
• Return patient calls with triage outcomes, and divert calls/take messages.
• Process appointment requests on Systm1, for today and future appointments.
• Deal with patient enquiries efficiently and courteously.
• Provide administrative support to clinical/practice teams.
• Inform patients of appointments from clinical team (after test results).
• Receive specimens from patients.
• Check the surgery’s email inbox and respond to emails.
• Offer general assistance to colleagues/practice team.
• Maintain and manage accurate patient records.
• Safeguard patient privacy and confidentiality.
• Respond appropriately to verbal complaints and escalate unresolved issues.
• Communicate effectively within the team.
• Provide holiday and sickness cover for colleagues.
• Assist with repeat prescription production and enquiries.
• Communicate with on-site pharmacy team.
• File and retrieve paperwork.
• Register new and temporary patients accurately and promptly.
• Explain practice procedures to new patients.
• Deduct patients no longer registered.
• Manage online patient queries and consultation requests.
• Deal with incoming and outgoing mail.
• Review and complete tasks in Clinical system.
• File documents and medical records.
• Produce and record medical reports, photocopying records, and issue invoices.
• Take payments for private letters and equipment hire.
• Run searches and arrange clinics for Chronic Disease management.
• Book appointments for vaccination campaigns.
• Treat all patients fairly, with respect and empathy.
• Attend and contribute to Patient Journey team meetings.
• Complete yearly appraisal and maintain mandatory training.
• Attend practice meetings and training sessions.
• Apply practice policies, standards, and guidance.

Skills and Expertise

• Excellent communication skills (written and verbal).
• Strong administrative skills.
• Proficient in using relevant software (e.g., Systm1).
• Knowledge of patient confidentiality and data protection.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to work under pressure and meet deadlines.
• Strong interpersonal skills.

Data Protection and Security

• Comply with Data Protection and Security policies.
• Report suspected or actual information breaches.
• Maintain confidentiality of patient information.

Health & Safety

• Adhere to practice Health & Safety policies.
• Identify and manage work-related risks.
• Utilize appropriate infection control procedures.
• Maintain a clean and safe work environment.

Practice Protocols

• Adhere to all practice protocols.
• Maintain awareness of updated protocols.

Equality and Diversity

• Support equality, diversity, and rights of patients and colleagues.
• Respect the privacy and needs of patients.

Personal/Professional Development

• Participate in practice training programs.
• Maintain a record of personal and professional development.
• Reflect on own and team performance.

Quality

• Maintain high quality standards within the practice.
• Communicate quality issues and risks to team members.
• Take accountability for actions.

Communication

• Communicate effectively with team members and patients.
• Adapt communication methods to patient needs.

Contribution to Services

• Apply practice policies and guidelines.
• Participate in relevant audits.