This is a Practice based role and the successful applicant will be required to work on site for the contracted hours.
JOB SUMMARY
- The following are the core responsibilities of the Business Support Officer. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Business Support Officer is responsible for:
General
- Supporting the Management Team as required with projects, systems and procedures
- Undertaking tasks as directed by the Practice Manager and Operations Manager in areas of change management and continuous improvement
- Providing general administrative support as directed by the Senior Management Team
- Providing key performance information as requested
- Carrying out general clerical and office management duties and maintain an efficient filing system
- Overseeing the administrative elements of QOF, liaising with the wider Practice teams where required.
- Sending out mail merges for a number of campaigns i.e. flu
- Coordinate and disseminate staff communications via TeamNet and WhatsApp, liaising with relevant teams to ensure timely, accurate and consistent sharing of updates, announcements and policy changes.
- Maintaining and updating staff noticeboards with pertinent information, announcements, and relevant documents. Regularly ensuring that the content is current, clear, and aligned with organisational goals. Collaborating with various team leads to gather and communicate important updates, events, and policies to foster effective internal communication
- Supporting the Management Team in the reviewing and updating of relevant practice policies and procedures
- Assist in developing the Practice Hub through TeamNet, ensuring it aligns with staff information and practice policies.
- Attending relevant training sessions, updates, and meetings related to the role to stay informed and maintain best practices
- Working as a flexible member of the team to ensure the smooth running of the practice, providing support to other team members when necessary
- Conducting monthly PPA claims, ensuring all eligible items are accurately claimed
- Coordinating and administering after death audits, ensuring they are completed in a timely manner, accurately recorded and findings are communicated to the relevant clinician or lead.
Private Work/Medicals
- Lead on the coordination and administration of private medical work processes, ensuring all requests, documentation, invoicing and payments are managed accurately and in line with practice policy and timescales.
- Process requests for information i.e. SAR, insurance / solicitors letters and DVLA forms
- Acting as a focal point for the practice, managing requests from external organisations such as the local police, solicitors, DVLA and other agencies
- Supporting the GPs with the Medical Reports where required
- Completing basic (non-opinion) forms in addition to some elements of forms for the GP(s) to approve, such as insurance forms, mortgage applications, Department for Work and Pensions benefits forms and others as appropriate
- Manage the scheduling and administration of private medical appointments.
- Ensure all relevant documentation is completed accurately and in a timely manner
- Handling invoicing and payments for private medical services
Safeguarding
- Act as the first point of contact for safeguarding concerns, ensuring they are documented, coded and escalated appropriately
- Maintain safeguarding registers (Child Protection, Child in Need, vulnerable adults, FGM risk)
- Overseeing the workflow of safeguarding reports and documents and ensure they are circulated to appropriate clinicians in line with organisational safeguarding policies
- Ensure correct safeguarding coding and alerts are applied to patient records
- Monitor DNAs for children regarding missed clinical appointments and refer to appropriate clinician for follow up (e.g., Practice Nurse, usual GP, Safeguarding Lead) in line with organisational safeguarding policies
- Coordinate with external agencies and healthcare professionals to manage safeguarding cases effectively (health visitors, social workers, ICS safeguarding teams)
- Prepare and circulate documentation for child protection meetings as directed by the Safeguarding Lead
- Summarising and coding safeguarding documents into the relevant specific templates, highlighting anything significant regarding patients to the Safeguarding Lead
- Support safeguarding audits, learning reviews and dissemination of learning across the practice
- Maintain up-to-date knowledge of local safeguarding resources and guidance
- Contributing to data collection and audit in relation to safeguarding to support and improve standards for safeguarding practice within the organisation
- Prioritise and respond to meeting invitations as advised by the organisation’s Safeguarding Lead, prepare appropriate documentation and send apologies as necessary
- Support the Safeguarding Lead in co-ordinating communication and meetings with third parties e.g., health visitors, ICS safeguarding leads and social workers. This includes taking minutes and updating the patient record in accordance with agreed actions
- Redacting and updating the clinical record as per organisational safeguarding protocols when a patient reaches 18 years of age
- Be a role model for all staff by practicing safeguarding to the highest standard, whilst exercising a high degree of personal and professional autonomy
- Be able to signpost staff to relevant agencies and assistance for all types of safeguarding
- Be aware of local resources and disseminate updates to colleagues
- To assist the Safeguarding Lead in carrying out case reviews and disseminating learning to colleagues throughout the organisation
- Demonstrate commitment to developing own expertise to support robust systems, policies, professional guidance and training so that staff throughout the organisation can identify and contribute to safeguarding issues
End of Life
- Assist in developing and implementing palliative care and end-of-life care plans for patients
- Liaise with patients, families, and healthcare providers to ensure patient wishes and care needs are met
- Maintain accurate records of care plans and ensure they are regularly reviewed and updated
Clinical Scheduling & Rota Coordination
- Assisting the Operations Manager in managing the clinical session structure to ensure it is effective and meets the needs of patients, with clinicians having access to appropriate rooms.
- Coordinating and maintaining an accurate diary of all clinicians' availability, including holidays, meetings, training and other commitments, ensuring appointment schedules are regularly updated and consistently reflect any changes.
- Reviewing and coordinating GP and ANP annual leave in accordance with the clinical leave policy, with the support of the Operations Manager.
- Organising locum cover as needed, ensuring appropriate cover is arranged where clinician availability is affected by leave, training or meetings.
- Ensuring that clinical duties, including home visits and triage sessions, are fairly distributed across the clinical rota, maintaining an accurate log to support transparency and equity in workload allocation.
- Managing the room bookings diary to ensure that rooms are available for meetings, clinics etc. as required.
- Creating, maintaining and regularly reviewing clinical rotas for all appointment types, ensuring they remain accurate, up to date and reflective of any changes in clinician availability.
- Supporting the Operations Manager in the coordination and administration of all trainee placements within the practice.
- Coordinating the placement of medical students, including rota management, induction and all associated administration. Acting as the primary point of contact for communication with the university, including responding to surveys, coordinating feedback and arranging the booking of associated clinical mentor annual training.
Ordering/Stock Management
- Overseeing stock and ordering; liaising with the HCA/Nursing team and maintaining adequate stock levels following clinics, ensuring there at least 4 weeks worth of stock at any time
- Raising any concerns around obtaining stock to your Line Manager at the earliest opportunity
- Ensuring any discrepancies or concerns with stock, equipment or environment are reported in a timely manner to your Line Manager
- Managing stock cupboards, ensuring they are organised, do not hold excessive stock, and that stock is rotated and in date.
- Conducting stock take as instructed by line manager to ensure inventory accuracy and to identify any discrepancies.
- Ordering of staff refreshments and supplies, and ensuring effective stock control as required
In addition to the primary responsibilities, the Business Support Officer has the following responsibilities:
- Provide cross-cover for other Business Support Officer roles as required, undertaking relevant duties to support team workload and ensure continuity of service.
- Partake in audit as directed by the audit lead
- Liaise with the ICB, IT lead and practices within the PCN and other external stakeholders in relation to IT matters
- Contribute to the development of the strategic objectives of the organisation
- Participate in local practice and PCN initiatives to enhance service delivery and patient care
- Attend any external meetings pertinent to this role
- Support and participate in shared learning
- Undertake any tasks consistent with the level of the post and the scope of the role, ensuring that work is delivered in a timely and effective manner
- Represent the practice locally as required
- Maintain a working knowledge of CQC requirements
- Maintain a working knowledge of QOF requirements
PERSON SPECIFICATION
ESSENTIAL
- GCSE English (C or above) and at least three others
- Experience of working in a health care setting
- NHS / Primary Care General Practice experience
- Experience of administrative duties
- Relevant health and safety experience
- Experience of producing agendas and minutes for meetings
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Systmone user skills
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to develop, implement and embed policy and procedure
- Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment
- Polite and confident
- Flexible and cooperative
- Excellent interpersonal skills
- Motivated and proactive
- Ability to use initiative and judgement
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure / in stressful situations
- Able to communicate effectively and understand the needs of the patient
- Ability to drive and deliver change effectively
- Ability to manage own workload
- Excellent planning and organisational skills using own judgment to prioritise workload effectively
- Ability to motivate teams, enhance morale and maintain a positive working environment, including team building sessions
- Effectively utilises resources
- Punctual and committed to supporting the team effort
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
DESIREABLE
- Educated to A-level / equivalent or higher, with relevant experience
- Experience of working with the general public
- Strategic thinker
- Flexibility to work outside of core office hours
Job Types: Full-time, Permanent
Pay: £13.02-£14.72 per hour
Benefits:
- Company events
- Company pension
- Free flu jabs
- Free parking
- On-site parking
- Sick pay
Application question(s):
- Do you have at least 2 years of experience working in an IT support, network administration, or similar technical role?
Experience:
- General Practice: 1 year (preferred)
Work Location: In person
