Job description

Job responsibilities

Job Summary

As Senior Administrator, you will be a senior member of the practice administration team, responsible for the accurate, timely and effective processing of clinical correspondence and workflow across the practice.

Clinical correspondence and workflow will form the majority of the role. This includes processing incoming clinical correspondence, applying appropriate read codes, identifying actions arising from correspondence, flagging and routing information to the appropriate clinician or team, and ensuring that patient records are accurately and appropriately updated.

You will undertake the full range of administrative duties while providing a higher level of experience, knowledge and support than expected of an Administrator. You will act as a key point of support for the administration team, assisting colleagues with queries, supporting quality and consistency, and helping the Administration Lead to maintain effective workflow processes and standards.

The post-holder will be expected to work confidently and independently within established protocols, recognising when information or activity requires escalation to the Administration Lead or an appropriate clinician. The role does not have formal line-management responsibility.

The Senior Administrator will contribute to the development and improvement of administrative systems and processes and will support the training and development of less experienced members of the team.

This role provides a potential development pathway towards a future Deputy Administration Lead position for the right individual, subject to performance, development, organisational need and the availability of a suitable position.

The role is office based at the Dorchester site and is not a hybrid or home-working role. There may be an occasional/ad hoc requirement to work from Portesham Surgery to meet service or staffing requirements.

• Process incoming clinical correspondence and workflow accurately, efficiently and within agreed timescales.
• Read and apply appropriate codes to clinical correspondence and workflow items in SystmOne, in accordance with practice protocols.
• Identify actions arising from correspondence and ensure these are appropriately flagged and routed to the relevant clinician or team.
• Process hospital letters, discharge information, results, outpatient correspondence and other incoming clinical information.
• Ensure patient records are updated accurately, completely and securely.
• Recognise urgent, clinically significant or otherwise concerning information and escalate appropriately.
• Monitor outstanding workflow and support the maintenance of agreed turnaround times.
• Provide advice and support to Administrators on coding, workflow and more complex correspondence.
• Undertake quality checks and identify recurring coding, workflow or data quality issues for escalation to the Administration Lead.
• Support the development and consistent application of workflow processes and protocols.

The post-holder is not responsible for making clinical decisions. Where clinical judgement is required, the matter must be escalated to the appropriate clinician.

• Act as an experienced point of contact for Administrators, providing day-to-day guidance and support.
• Support the induction, training and development of new and less experienced Administrators.
• Assist the Administration Lead with monitoring workflow, workload and turnaround times.
• Undertake administrative quality checks, audits and data quality activity as required.
• Identify opportunities to improve administrative processes, efficiency and consistency.
• Contribute to the development and review of SOPs, guidance and administrative processes.
• Support the Administration Lead with resolving routine workflow and administrative issues.
• Escalate significant risks, concerns, recurring errors or performance issues appropriately.
• Develop knowledge and skills to support potential future progression towards Deputy Administration Lead responsibilities.

• Process third-party requests, including insurance, solicitor and Subject Access Requests, in accordance with practice procedures and information governance requirements.
• Undertake medical record summarising, scanning, uploading and other data administration as required.
• Maintain relevant administrative spreadsheets, trackers and documentation.
• Provide general administrative support to the wider clinical and non-clinical team.
• Support practice projects, audits and service improvement initiatives as required.
• Work flexibly across the administration function and provide occasional/ad hoc support at Portesham Surgery when required.

The Senior Administrator role provides an opportunity for an experienced Administrator to develop their skills and take on increased responsibility within the practice.

The post-holder will have opportunities to develop skills and experience in clinical correspondence and workflow oversight, quality assurance, supporting colleagues, process improvement, audit, training and leadership.

For the right individual, successful development within the role may provide a pathway towards a future Deputy Administration Lead position.

Progression is not automatic and would be dependent upon performance, demonstrated competence, development, organisational need and the availability of a suitable position.

The post-holder will have access to confidential information relating to patients, carers, colleagues, clinicians and the practice as a business organisation.

All information must be treated as strictly confidential and handled in accordance with practice policies, GDPR, data protection legislation and information governance requirements.

The post-holder will act as a role model for appropriate handling of confidential and sensitive information.

The post-holder will assist in promoting and maintaining their own and others' health, safety and security in accordance with the practice Health & Safety, Infection Control and other relevant policies.

This includes:

• Identifying and reporting hazards and risks.
• Following appropriate infection control procedures.
• Maintaining a safe and tidy working environment.
• Undertaking mandatory training.
• Reporting potential risks appropriately.
• Demonstrating due regard for safeguarding and promoting the welfare of children and vulnerable adults.

The post-holder will:

• Treat patients, carers and colleagues with dignity, respect and fairness.
• Support equality, diversity and inclusion within the workplace.
• Communicate in a welcoming, non-judgemental and respectful manner.
• Recognise and respond appropriately to differing needs.

The post-holder will:

• Participate in the practice's annual appraisal and performance review processes.
• Take responsibility for their own learning and professional development.
• Complete mandatory and role-specific training.
• Identify development needs and work with the Administration Lead to address these.
• Support the learning and development of less experienced colleagues.

The post-holder will:

• Work in accordance with practice policies, procedures, protocols and governance requirements.
• Identify and escalate quality, safety, data quality and information governance concerns.
• Participate in audits and quality improvement activity.
• Contribute ideas and suggestions to improve administrative systems and services.
• Take accountability for the accuracy and quality of their own work.

The post-holder will communicate effectively with patients and carers, clinicians and clinical staff, administrative colleagues, practice managers and senior staff, and external organisations and third parties.

The post-holder will adapt their communication style appropriately to the situation and the needs of the person they are communicating with.

This Job Description is not exhaustive and will be reviewed periodically to reflect the changing needs of the practice.

The post-holder is expected to undertake any other reasonable duties appropriate to the level of the post, as requested by the Administration Lead, Site Operations Manager, Partners or Senior Management Team.

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent
• GCSE English and Mathematics at grade C/4 or above or equivalent

Desirable

• Relevant administrative, business or IT qualification

Additional Skills and Attributes

Essential

• Evidence of excellent attention to detail and accuracy.
• Evidence of good organisational and time-management skills.
• Evidence of good written and verbal communication skills.
• Evidence of ability to work independently and as part of a team.
• Evidence of ability to identify issues and escalate appropriately.
• Evidence of ability to support and guide colleagues.
• Evidence of good understanding of confidentiality and data protection.
• Evidence of a proactive and solution-focused approach.
• Evidence of commitment to continuous improvement.
• Evidence of willingness to develop and take on additional responsibility.

Desirable

• Evidence of potential for future leadership development.
• Evidence of experience contributing to improvements in systems or processes.

Experience

Essential

• Evidence of experience in an administrative or data-focused role.
• Evidence of managing own workload and prioritising competing tasks.
• Evidence of working accurately with confidential or sensitive information.
• Evidence of using computerised systems and databases.
• Evidence of providing support or guidance to colleagues.

Desirable

• Evidence of experience working in General Practice or a healthcare environment.
• Evidence of using SystmOne or another clinical system.
• Evidence of processing clinical correspondence or workflow.
• Evidence of read coding and/or medical record summarising.
• Evidence of quality checking, audit or process improvement.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Prince of Wales Surgery

Address

Prince Of Wales Surgery

St. John Way

Dorchester

Dorset

DT1 2FD

United Kingdom

Employer's website

https://princeofwalessurgery.co.uk/ (Opens in a new tab)

Job description

Job responsibilities

Job Summary

To provide a safe, efficient and patient-centred dispensing service, ensuring prescriptions are dispensed accurately and in accordance with practice procedures, dispensing regulations and Standard Operating Procedures (SOPs).

The role involves dispensing medications, supporting stock control processes, assisting patients with medication-related enquiries and contributing to the smooth day-to-day operation of the dispensary service.

The Dispenser will work closely with the Dispensary Lead and wider practice team to maintain high standards of patient care, safety, accuracy and service delivery. The post-holder will also support the training and development of Dispensary Administrators and contribute to continuous improvement within the dispensary.

• Dispense acute and repeat prescriptions accurately in accordance with SOPs and dispensing regulations.
• Ensure all dispensed items are prepared safely, accurately and within agreed timescales.
• Undertake final accuracy checks where appropriately trained and authorised.
• Support the safe processing, assembly and issuing of prescriptions.
• Resolve routine prescription queries and escalate complex issues to the Dispensary Lead, clinicians or management team as appropriate.
• Process medication requests in accordance with practice procedures and NHS regulations.
• Assist patients with medication-related enquiries in a professional and patient-focused manner.
• Promote appropriate medication ordering and support medication reconciliation where required.
• Prepare prescriptions and medication for collection, delivery services and care home requirements.
• Ensure prescription charges are collected and recorded accurately in accordance with practice procedures.
• Maintain accurate patient records and update information within the clinical system.
• Communicate effectively with patients, carers, healthcare professionals and colleagues.

• Support the ordering, receipt and storage of dispensary stock.
• Carry out stock rotation and expiry date checks to minimise waste and ensure patient safety.
• Report stock shortages, discrepancies and supply issues to the Dispensary Lead.
• Assist with stock takes and inventory control procedures.
• Ensure dispensary areas are maintained in a clean, safe and organised condition.
• Follow and comply with all dispensary SOPs, policies and procedures.
• Identify and report dispensing errors, near misses and risks in line with practice procedures.
• Assist with audits, quality improvement initiatives and DSQS requirements as requested.
• Support the induction, training and day-to-day guidance of Dispensary Administrators and new team members.
• Contribute to maintaining a positive, supportive and collaborative team environment.

• Undertake mandatory training and competency assessments as required.
• Participate in annual appraisal and performance reviews.
• Maintain professional knowledge and skills relevant to dispensing practice.
• Keep up to date with changes to dispensing procedures, medicines management guidance and NHS requirements.

• Uphold patient confidentiality and information governance standards at all times.
• Promote equality, diversity and inclusion in line with practice policies.
• Follow health and safety and infection prevention procedures.
• Undertake any other reasonable duties appropriate to the role and grade as requested by the Partners, Senior Management Team or Dispensary Lead.

Maintain strict confidentiality regarding patient, staff and practice information and ensure compliance with data protection and information governance policies.

Promote equality, diversity and inclusion and treat all patients, carers and colleagues with dignity and respect.

Maintain high standards of safety and quality, identify risks and contribute to service improvement, while managing workload and resources effectively.

Communicate effectively with staff, patients, carers and external organisations and adapt communication methods to meet individual needs.

Participate in annual appraisal and ongoing training, take responsibility for own development and support the development of others.

This Job Description is not exhaustive and will be reviewed periodically. The post-holder is expected to carry out any reasonable duties requested by the Partners or Senior Management Team.

Person Specification

Qualifications

Essential

• GCSE English and Maths at Grade C/4 or above.
• NVQ Level 2 in Pharmacy Services (or equivalent), or willingness to work towards the qualification.

Desirable

• Accredited checking dispenser qualification.
• Additional dispensing or medicines management training.

Additional Skills and Attributes

Essential

• Strong attention to detail and a high level of accuracy.
• Good organisational and time management skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively under pressure.
• Understanding of confidentiality and data protection requirements.
• Good IT skills, including Microsoft Office.
• Reliable, professional and trustworthy.
• Patient-focused approach.
• Ability to work effectively as part of a team and independently.
• Calm and effective under pressure.
• Flexible and adaptable approach.

Desirable

• Knowledge of NHS dispensing regulations and prescription processes.
• Understanding of DSQS requirements.
• Knowledge of stock control and medicines management procedures.
• Proactive and forward-thinking approach.
• Ability to act as a positive role model for colleagues.
• Commitment to continuous improvement.

Experience

Essential

• Experience working in a dispensary, pharmacy or healthcare environment.
• Experience handling confidential information.
• Experience dispensing prescriptions or supporting medicines management processes.

Desirable

• Experience working within a GP dispensary.
• Experience using SystmOne or a similar clinical system.
• Experience supporting or training colleagues.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Prince of Wales Surgery

Address

Prince Of Wales Surgery

The Surgery

Malthouse Meadows

Portesham

Dorset

DT3 4NS

United Kingdom

Employer's website

https://princeofwalessurgery.co.uk/ (Opens in a new tab)