Recall Administrator

Reports to: Practice Manager

Contracted hours: 20 per week

Job Summary

To take ownership of the Practice call and recall systems. The post holder will support patient care and Practice objectives by calling patients to attend for reviews with the clinical team. Making efficient use of available clinical time by proactively engaging with patients using a variety of channels of communication e.g. letter, email, SMS text messaging and phone) and AccuRx. The recall administrator will also assist the practice with the administration of Research projects. The post holder will offer a positive and friendly image when communicating to patients.

Job Responsibilities

  • Build on existing systems to provide an effective and efficient recall system to patients including but not limited to:
    • Chronic disease management such as diabetes, asthma, heart disease etc.
    • Screening programmes – support the follow up of patients called through national programmes e.g. AAA and cancer screening: cervical, breast, and bowel.
    • Vaccination – support the practice with various vaccination programmes
    • Health Promotion including NHS Health Checks and Diabetes Prevention Programme
  • Monitor performance against Practice standards or frameworks such as the Quality and Outcomes Framework.
  • Identify patients who through disability or illness require alternative means of communication (e.g. large font, or phone calls rather than standard letters).
  • Identify carers and offer them information on the support available through the Practice and attend quarterly Carers Champion meetings
  • Notify the patients GP if there are concerns regarding vulnerable adults or children
  • Participate in Practice meetings as required.
  • Work with the management team and clinical team to ensure efficient use of clinical time through active call management of patients and reducing DNAs.
  • Monitor and report on key performance indicators for the recall systems, working with clinicians and the management team to develop clinical system searches and reports and other information systems as necessary.
  • Receive and make telephone calls as required. Take messages, ensuring accuracy of transcription and pass them onto the appropriate person promptly.
  • Enter patient information on to the computer as required.
  • Undertake any other additional duties within admin or reception as requested by clinicians or the Management team e.g. prescriptions processing, workflow optimisation, call handling, staff absence cover

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.
  • Wilful or negligent handling of personal or sensitive information is a disciplinary offence. The Practice takes these matters extremely seriously.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice Health & Safety Policy, to include:

  • Using personal security systems within the workplace according to practice guidelines
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Reporting potential risks identified.

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 which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

  • Participation in an annual appraisal, taking responsibility for maintaining a record of own personal and/or professional development
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

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 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 people’s needs for alternative methods of communication and respond accordingly.