Derbyshire Health United Limited
Job description and person specification
Job description
Job Title:
Administration Assistant
Base:
Derby/Chesterfield or satellite bases
Accountable to:
Call Centre Manager
Responsible to:
Operations Manager
JOB SUMMARY
The post holder will be part of a team based at one of the locations of Derbyshire Health United.
The post holder will provide a call handling and associated administrative service, including
reception duties for patients invited to attend a primary care centre for treatment. Computer
systems (ADASTRA) will be used to capture patient information for onward transmission to one
of the clinicians in the team. The call handler will be part of a multi-professional/skilled team
including medical, nurse practitioner and support staff providing accessible services to the
population across Derbyshire.
A commitment to a quality service and excellence in all that Derbyshire Health United
undertakes are integral to the role and the development of the service.
The post holder will participate in promoting and advancing Derbyshire Health United Ltd.
Key responsibilities
A specific job description will be developed according to service needs as the service develops
and role evolves to meet the needs of the company and the service it provides.
Administration
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Proactively provide general administration services and undertake clerical duties in a
professional, timely manner, as and when requested
Maintain manual/computerised records as required to a high standard
Accurate taking of minutes and transcription, as and when required
Booking of meetings in a timely manner and associated tasks
Accurate audio typing to a professional standard
‘Not our patient’ administration, in a timely accurate manner.
Accurate maintenance of the message handling records, manual and computerised
Accurate typing and compilation of letters, as and when required
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Efficient collation and accurate audit of data, when requested
Compilation of general statistical data, in a timely accurate manner, when requested by
the Call Centre Manager.
Administration of the RightCare scheme which includes
o entering the care plan in accordance with policy and guidelines, in a timely
manner,
o recording information on the RightCare spreadsheet,
o scanning and photocopying records as appropriate,
o record information accurately on the database, in a timely manner
o record and produce statistical information as required, in a timely manner
o liaise with the designated RightCare Clinician to ensure care plans are dealt with
efficiently and accurately
Administration of Special/Violent patient notes
o Enter the note in accordance with policy and guidelines, in a timely manner
o Record information accurately on the database, in a timely manner
o Record and produce statistical information as required, in a timely manner
Administration of Prescriptions which includes
o Prescriptions to be checked for accuracy and exemption and appropriate action
taken
o Payment sheets to be administered and posted to service users when required
o Maintain an efficient prescription database
o Prepare all prescriptions for despatch and batch accordingly
o Request information from and feedback information to the prescriber as required
Administration of District Nurse Rotas (where applicable)
o Obtain and record district nurse surgery rotas according to deadlines
o Ensure that concise information is entered onto the system for all rotas received
o Liaise with the surgeries to gain rota information
o Maintain the file with up to date information
o Feedback information to surgeries if required
o Ensure system is user friendly for out of hours operation
Assist with the administration of CAS/Administration/Trainer and Call Handler Rotas,
ensuring that these are maintained and up dated, in a timely manner
Work with the Call Centre Manager to ensure that the CAS/Administration/Trainer and
Call Handler Rotas are filled accordingly, in a professional, timely manner
Accurately maintain and record sickness and annual leave records in association with the
Call Centre Manager
Ensure staff databases are maintained in a timely, efficient, manner.
Call handling
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Answering calls from outside agencies and patients to the base using agreed protocols
and standards in an efficient and courteous manner
Accessing/logging calls on computer – accurately recording, checking or amending
details on the call logging computer system.
Accurately entering clinical details onto the computer record where the clinician has not
already done this
Dealing appropriately with instructions and queries from surgery staff, clinicians and
outside agencies.
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Reception
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Welcoming patients with appointments as they arrive at the Primary Care Centre
following invitation by the clinician
Informing medical professionals of calls received, their content and action as appropriate
Maintaining a tidy office, reception and waiting room area at all times
Ensuring only authorised personnel enter the building
Checking rooms are ready for use
Showing doctors to their rooms as appropriate and ensuring they are aware of DHU
procedures
General duties
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Adhering to all procedures, protocols and other relevant memoranda as appropriate
Providing assistance/training to new members of staff to ensure the maintenance of a
high quality service, as and when required
Attending training and meetings as and when required to do so by Management
Maintaining strict confidentiality in relation to all issues concerned within the service and
adhering to the requirements of the Data Protection Act 1984
Providing cover for sickness, bank holidays, annual leave, etc for any call handler and
receptionist as requested
Maintaining equipment – checking systems and printers as necessary and reporting any
faults to senior member of staff.
Adhering to Health and Safety Policy
Communicate outstanding issues to your manager or shift replacement before going off
duty.
Notifying Line Manager/s or Duty Supervisor of any circumstances which may affect the
provision of a high quality service.
Communications and Working Relationships
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Staff within Derbyshire Health United Ltd and related organisations
Clinical and managerial staff within participating Primary Care Trusts
Clinical and other appropriate staff in local primary and secondary care services
Staff within local authority Social Services
Out of Hours and other related services within the local health economy
Ambulance services
The job description may be subject to review over time in discussion with the post-holder.
This job description is not exhaustive and it is expected that the post holder will be flexible in
their approach, and undertake any reasonable duties as requested by Management/Directors.
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Person Specification
Administration Assistant – Derbyshire Health United
Qualifications
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Experience
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Skills and knowledge
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Job circumstances
Personal qualities
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4 GCSEs Grades A-C or equivalent including
English and Maths
Typing/Word Processing RSA II qualification or
appropriate Keyboard skills
Previous working experience in a related field
Previous experience of working with the public in a
busy environment
Communication with a variety of people
Computer experience (e.g. Word/Excel and other
packages) as well as email systems and other
electronic media
Minute taking
Audio typing skills
Minute taking and transcript skills
Effective communication skills with a variety of
media and all levels of staff with the company as
well as external agencies
Attention to detail
Ability to use initiative
Excellent and accurate record keeping
Excellent telephone manner
Good at problem solving
Listening skills
Effective time management – strong organisational
skills
Ability to maintain strict levels of confidentiality
Commitment to role
Able to work unsocial hours
Flexibility to meet service/rota needs
Proven team player
Sense of humour
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