Job Title: Docman & Complex Care Administrator
Reports To: Team Lead / Operational Manager
Accountable To: Business Manager
Hours: 37.5 hours per week
- Docman / Workflow Administration: 22 hours per week
- SNH Complex Care Administration: 15.5 hours per week
Job Summary
The post holder will work across Docman / Workflow Administration and SNH Complex Care Administration, providing high-quality administrative support to the practice and its clinical teams.
The 22-hour Docman / Workflow element will focus on the timely and accurate processing of incoming clinical correspondence, ensuring documents are appropriately reviewed, coded and directed to the correct clinician or team.
The 15.5-hour Complex Care element will provide dedicated administrative support for patients within the Single Neighbourhood Health (SNH) Complex Care Cohort, supporting the proactive coordination and monitoring of patients with complex health and care needs.
The combined role will support safe and efficient patient care through accurate clinical records, effective document management, proactive cohort administration and multidisciplinary working.
Docman / Workflow Administration – 22 hours per week
- Process incoming patient-related clinical correspondence through Docman.
- Review and accurately code incoming documents in accordance with practice protocols.
- Apply appropriate SNOMED codes and relevant information to patient records where required.
- Route correspondence to the appropriate clinician or team.
- Identify the correct workflow pathway for incoming documentation.
- Ensure documents are processed within agreed practice timescales.
- Process incoming electronic and paper correspondence and ensure information is stored correctly within the clinical record.
- Identify correspondence requiring clinical review and escalate appropriately.
- Support clinical teams with efficient document management and timely access to information.
- Handle queries relating to Docman, coding and workflow processes.
- Maintain accurate and complete patient records.
- Follow practice protocols relating to coding, workflow, confidentiality and data security.
- Contribute to maintaining agreed Docman turnaround times and reducing outstanding workflow.
- Support colleagues within the Docman team during periods of increased demand or absence.
SNH Complex Care Administration – 15.5 hours per week
- Provide dedicated administrative support for patients within the SNH Complex Care Cohort.
- Maintain accurate patient registers and tracking systems.
- Support the identification and administration of patients meeting agreed cohort criteria.
- Ensure relevant SNOMED codes and required information are accurately recorded within the clinical system.
- Monitor outstanding reviews, interventions and actions and highlight these to the appropriate clinician or team.
- Support the administration of Comprehensive Geriatric Assessments (CGAs), Structured Medication Reviews (SMRs) and other agreed interventions.
- Coordinate patient recalls and arrange appointments or reviews where requested by the clinical team.
- Prepare patient information and administrative documentation for multidisciplinary team (MDT) meetings.
- Maintain MDT patient lists and track actions arising from meetings.
- Liaise with GPs, pharmacists, nursing teams, community services and other professionals involved in patients' care.
- Support referrals and the coordination of information between services.
- Undertake searches, data-quality checks and validation of the complex care cohort.
- Monitor completion of agreed SNH activity and support performance reporting.
- Identify outstanding actions and escalate these appropriately.
- Ensure patient records accurately reflect completed reviews, referrals and interventions.
- Provide general administrative support to clinicians managing patients with complex health and care needs.
- Support the ongoing development of administrative processes for the SNH Complex Care service.
General Responsibilities
- Maintain patient confidentiality and comply with UK GDPR and practice information governance requirements.
- Accurately record and code information within patient records.
- Work within agreed practice and SNH protocols, escalating clinical matters to an appropriate clinician.
- Communicate effectively with patients, colleagues, clinicians and external organisations.
- Participate in mandatory training, team meetings, MDT meetings and quality improvement initiatives.
- Work flexibly across both elements of the role to support operational requirements.
- Contribute to service improvements that enhance patient care, data quality and administrative efficiency.
Person Specification
Essential
Desirable
Reception or administrative experience
Experience in clinical coding
Excellent IT, keyboard, and data entry skills
Knowledge of medical terminology
Strong communication and teamwork skills
Previous experience in primary care
Ability to multitask and prioritise effectively
Understanding of
Flexible, reliable, and patient-focused
Professional Development
Participate in mandatory and role-specific training. Engage in annual appraisal and identify learning and development goals. Contribute to improving patient care, safety, and operational efficiency. Support colleagues in promoting best practice across both areas of responsibility.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise individuals’ needs for alternative methods of communication and respond accordingly.
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 network or individual practices as business organisations. 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.
Equality and Diversity
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.
Health & Safety/Risk Management
The post-holder must always comply with the Practice’s Health and Safety policies, in particular by following agreed safe working procedures and reporting incidents using the Practice’s Incident Reporting System. The post-holder will comply with the Data Protection Act (1984) and the Access to Health Records Act (1990).
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 their own time, workload and resources.
Please note: This job description is not intended to be exhaustive - it may be changed after consultation with the post holder. The employee shares with the employer the responsibility for review and modification of duties.
Job Types: Full-time, Permanent
Pay: From £12.71 per hour
Work Location: In person
