Overview
The Administrator/Care Coordinator provides a comprehensive administrative and patient coordination service to support the smooth running of Richmond Surgery. The role combines general practice administration with proactive patient care coordination, ensuring patients receive timely, appropriate and personalised care whilst supporting clinicians in delivering high-quality services.
You will work with GPs, nurses, reception staff, administrators and external healthcare professionals to coordinate patient care, manage recalls and screening programmes, process clinical correspondence and undertake a wide range of administrative duties.
The role offers the chance to learn and experience a wide variety of work. It requires excellent organisational skills, attention to detail, strong IT skills and a compassionate, patient-focused approach. Key responsibilities are outlined in the Job Description.
About US:
Richmond Surgery is the lead practice for Fleet PCN (Primary Care Network). The Clinical Director is our Senior Partner and the PCN Finance Manager is our Managing Partner. We are rated Good with CQC and are high QoF achievers, with excellent NHS Choices patient feedback. We are a practice committed to staff welfare, growth and opportunities. As a practice we use EMIS Web, Docman, Patient Triage, accuRX and are keen users of other digital IT software to enhance patient access and patient long-term care, and to support our teams.
You will be an experienced administrator with a wide knowledge in all administrative duties, preferably with general practice knowledge and some experience as a Care Coordinator.
You will be friendly and approachable, have high work standards and ethics, a team person with a positive work outlook, have strong confident IT abilities and at least 5 years in a similar role. Deadlines are crucial so you should be organised and willing to go the extra mile to ensure these are met. You should thoroughly enjoy a varied administrative role and be eager to learn and progress as a Care Coordinator.
The post holder will work with our existing team of administrators and Care Coordinators.
Full training and support will be provided for the successful candidate.
Applicants:
Please do not apply without a covering letter explaining why you have applied, what you believe you can offer us and what you hope to achieve from this position and your career development. Applicants with a covering letter accompanying their CV are likely to be prioritised.
Key Responsibilities
Care Coordinator
- Coordinate patient care across the practice and wider NHS services.
- Support patients before and following clinical appointments.
- Assist patients in accessing appropriate services.
- Coordinate long-term condition reviews and annual health checks.
- Manage patient recall systems.
- Coordinate enhanced service activity.
- Maintain screening and recall programmes.
- Assist with health promotion campaigns and patient invitations.
- Liaise with hospitals, community teams and other healthcare providers.
- Participate in multidisciplinary working where appropriate.
- Signpost patients to appropriate support services.
- Assist clinicians with administrative aspects of patient care.
- Prepare documentation for clinical reviews.
- Maintain accurate patient records.
- Ensure coding and documentation are completed accurately.
- Support delivery of enhanced services and quality improvement programmes.
- Assist with audits and reporting.
Administrator
- Process incoming clinical correspondence using EMIS and Docman.
- Manage pathology reports, discharge summaries and clinical documentation.
- Process patient registrations and deductions.
- Assist with medical coding where trained.
- Process electronic consultations and online requests.
- Support the secretarial team with Subject Access Requests via iGPR
- Support referral management.
- Monitor outstanding referrals and investigations.
- Produce patient letters and clinical reports.
- Answer telephone and email enquiries professionally.
- Maintain electronic filing systems.
- Scan and index documents.
- Provide administrative support to the management team.
- Undertake any reasonable duties consistent with the role.
Management and Admin Support
The Administrator may also be required, at times, to support the Clinical Director and the PCN Manager with administrative duties. This will be adhoc work; the post holder will need to be able to delegate, follow up, and be able to report back to the PCN Management team in a clear and concise manner.
Confidentiality
- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
- In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data
Health & Safety
- Comply at all times with the practice health and safety policies by following agreed safe working procedures and reporting incidents
- Comply with the Data Protection Act (1984) and the Access to Health Records Act (1990).
Equality & Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognizes the importance of people’s rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
- Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Quality
The post-holder will strive to maintain quality within the practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team’s performance
- Work effectively with individuals in other agencies to meet patients’ needs
- Effectively manage own time, workload and resources
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members
- Communicate effectively with patients and carers
- Recognize people’s needs for alternative methods of communication and respond accordingly
Pay: £24,000.00-£28,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
Education:
- A-Level or equivalent (preferred)
Experience:
- Administrative: 5 years (preferred)
- Care Coordinator: 1 year (preferred)
Location:
- Fleet GU52 7US (preferred)
Work Location: In person
