• Job Description

  Req#: A4258-25-0004?language=en&page=416&sort=publicationDateDesc

  Job summary

  The primary function of this role is to provide administration support to the different teams within the practice, to ensure continuity and consistency in workflow delivery. Flexibility is important for this role as there will be a lot of variety and no two days will be the same.

  A minimum of 24 hours per week is required for this position.

  Main duties of the job

  The successful applicant will work within the non clinical teams at both practice locations. Some examples of the duties include greeting patients by phone or in person and managing their queries. Processing registration forms, appointment requests and referrals to other services.

  About us

  At Downend Health Group, our team and their wellbeing are some of our key priorities. The organisation has grown from humble beginnings with a skeleton staff, to a workforce of over 100 employees, providing services from two purpose-built surgeries.

  We are here to look after you as much as we are able. We have a range of policies to help staff from a Menopause Policy to resources on Mental Wellbeing. We also understand that flexibility is key to a successful work- life balance and where possible, we offer flexibility in working patterns to accommodate your needs.

  Downend Health Group know that all work and no play isn't great for anyone - we hold social gatherings, we run sweepstakes on sporting events and deliver a monthly reward scheme that recognises employees who have gone the extra mile. We value you and your commitment to the practice and like to recognise this with small tokens of appreciation.

  Our recruitment process is fast and friendly, at interview we offer a relaxed approach which we think is the best environment for you to learn a little about us and where we can get to know you. We wont keep you waiting long on our decision either and will respond to you as quickly as possible. We welcome applications for our non-clinical roles no matter what your career background. Our workforce team is built around common goals and values, and empathy and patience are key attributes, we also value your life skills which we believe are transferable to our workplace.

  Details

  Date posted

  27 May 2025

  Pay scheme

  Other

  Salary

  £12.21 an hour NMW criteria applies

  Contract

  Permanent

  Working pattern

  Full-time, Part-time

  Reference number

  A4258-25-0004

  Job locations

  The Willow Surgery

  Hill House Road, Downend

  Bristol

  BS16 5FJ

  
  

  Downend Health Group

  North Street

  Downend

  Bristol

  BS16 5SG

  
  

  Job description

  Job responsibilities

  Job Title: General Practice Administration Assistant

  Main Purpose of the role: The primary function of the General Practice Administration Assistant is to provide cross organisational support to the different teams within the practice, ensuring continuity and consistency in workflow delivery. The role will involve working at both Christchurch and Willow Surgeries.

  Special requirements of the post:

  Post holders will need to be highly organised, with an ability to manage multiple duties within our various practice administration teams.

  Weekly work shift patterns will be provided, however, the post holder must be flexible in their approach as these may change, depending on daily staffing levels.

  Post holders will be required to cover short-term and long-term absence such as sickness, annual leave, maternity/paternity leave. A high level of flexibility and commitment to supporting all teams is essential.

  A minimum of 24 hours per week is required, with an understanding that additional hours may be required on occasion.

  Due to the wide scope of the role, responsibilities will change as knowledge and comprehension develops. Postholders are expected to develop their skills and understanding, with the long-term goal of fulfilling all responsibilities within each of the areas mentioned below.

  Requirements of the role:

  Resilience and an ability to work collaboratively with multiple teams.

  Potential to grasp different work processes and concepts quickly.

  Adaptable to ever changing work environments and work streams.

  Able to act on own initiative and be both self-directed and motivated.

  To have an excellent, positive customer service mindset.

  Very good IT skills and a thorough understanding of Microsoft Office.

  High level of literacy, with excellent verbal and written communication skills.

  To have an understanding, acceptance and adherence to the need for strict confidentiality and clinical governance.

  A flexible approach to work pattern and to increase working hours when the demand arises, such as holiday and/or sickness absence.

  To ensure own statutory & mandatory training records are up to date within Teamnet and in accordance with Practice requirements.

  Main Duties of the role:

  The General Practice Administration Assistant will be supported by the Executive Operations Manager. The General Practice Administration Assistant is responsible for providing structured, cross organisational support to different teams:

  Administration Team

  Core responsibilities:

  EMIS document workflow

  Temporary patient registration workflow management via the Portal

  New patient registration workflow

  Detailed coded records

  Proxy access

  Child Health and immunisation workflow

  Distribution of unmatched lab reports

  Mammogram coding

  Baby blood spots

  Diabetic eye screening workflow

  Opening & distributing post

  Any other duties as required to maintain optimum workflow within the administration team.

  Medical Secretary Team

  Core responsibilities:

  Audio Typing using Lexicom Transcribe

  E-referrals and advice & guidance letters

  EMIS task workflow

  Docman task workflow

  NHS mail workflow

  Telephone queries with external health providers

  Minute taking

  Any other duties as required to maintain optimum workflow within the medical secretarial team.

  eConsult Team

  Core responsibilities:

  Using Sentiers, a Care navigation system tailored to this practice, to triage appointment requests ensuring appointments are allocated in order of clinical priority

  Saving those requests into patient health records (EMIS)

  Submitting eConsult requests for those patients who require our assistance to do so

  Allocating appointments and advising patients via various methods of digital media

  Community healthcare referrals

  Sending self-help links and wellbeing information to patients

  Identifying the need for prior nursing appointments, ensuring clinicians have all the information required

  Co-ordinating translation services

  Directing administration enquiries

  Forwarding nursing appointment requests

  Rebooking Clinical Appointments due to unscheduled absences

  Any other duties as required to maintain optimum workflow within the eConsult team.

  Patient Assistant Team

  Core responsibilities:

  Meeting, greeting and signposting patients

  Assisting patients with queries including temporary registrations, changes of personal details, proxy and DCR access, medication queries, samples, requests for private work, letter collections

  Opening and closing of the practice, following internal protocols

  Updating patient records with non-clinical information using EMIS, Docman and AccuRx

  Assisting patients with the NHS App and the eConsult appointment system

  Offering chaperone assistance

  Booking nurse appointments

  Cancelling & re-booking appointments

  Calmly and empathetically addressing patient frustrations to prevent escalation and formal complaints

  Any other duties as required to maintain optimum workflow within the Patient Assistant team.

  Information Governance

  Core responsibilities:

  Managing SARS requests and sending letters to patients

  Managing patient consent and sending letters to patients

  Logging information requests in a manual folder and within a master spreadsheet

  Using the IGPR electronic platform for records requests

  Sourcing patient paper records from both surgeries

  Photocopying paper records for SARS requests

  Any other duties as required to maintain optimum workflow relating to information governance and requests for patient information.

  Practice Expectations:

  • Ensuring high levels of attention to detail and accuracy with regards to the completion of all necessary documentation associated with the role
  • Maintaining effective liaison with other staff and/or agencies concerned with patient care, and with all other disciplines within the practice, with appropriate regard to confidentiality
  • Working co-operatively within teams and respecting the skills, expertise and contributions of your colleagues
  • Respecting leadership and management direction at all levels
  • Communicating effectively with all members of Downend Health Group, patients and external agencies.
  • Collecting data, preparing reports and undertaking research as required
  • Efficiently use IT platforms to support your role
  • Ensuring the rules of GDPR, Caldicott, Freedom of Information Act and those issued by the NHS and CCG are understood and fully implemented
  • Supporting in the planning and co-ordination of practice targets including work streams such as Quality and Outcomes Framework (QOF); Enhanced Services; Care Quality Commission (CQC) etc;

  o Demonstrating a personal and professional commitment to equality and diversity

  • Ensuring skills and knowledge remain up to date by taking part in appropriate learning activities that maintain and develop your competence and performance

  Notice

  This job description sets out the duties which this role normally entails. The job holder should understand that the job title and job description may be amended by the employer, and that he/she/they may be called upon to carry out additional or other duties as may reasonably be required by the Practice. The nature of our business means that the job holder must be flexible in his/her/their approach to the work, in order, to provide service to patients.

  Job description

  Job responsibilities

  Job Title: General Practice Administration Assistant

  Main Purpose of the role: The primary function of the General Practice Administration Assistant is to provide cross organisational support to the different teams within the practice, ensuring continuity and consistency in workflow delivery. The role will involve working at both Christchurch and Willow Surgeries.

  Special requirements of the post:

  Post holders will need to be highly organised, with an ability to manage multiple duties within our various practice administration teams.

  Weekly work shift patterns will be provided, however, the post holder must be flexible in their approach as these may change, depending on daily staffing levels.

  Post holders will be required to cover short-term and long-term absence such as sickness, annual leave, maternity/paternity leave. A high level of flexibility and commitment to supporting all teams is essential.

  A minimum of 24 hours per week is required, with an understanding that additional hours may be required on occasion.

  Due to the wide scope of the role, responsibilities will change as knowledge and comprehension develops. Postholders are expected to develop their skills and understanding, with the long-term goal of fulfilling all responsibilities within each of the areas mentioned below.

  Requirements of the role:

  Resilience and an ability to work collaboratively with multiple teams.

  Potential to grasp different work processes and concepts quickly.

  Adaptable to ever changing work environments and work streams.

  Able to act on own initiative and be both self-directed and motivated.

  To have an excellent, positive customer service mindset.

  Very good IT skills and a thorough understanding of Microsoft Office.

  High level of literacy, with excellent verbal and written communication skills.

  To have an understanding, acceptance and adherence to the need for strict confidentiality and clinical governance.

  A flexible approach to work pattern and to increase working hours when the demand arises, such as holiday and/or sickness absence.

  To ensure own statutory & mandatory training records are up to date within Teamnet and in accordance with Practice requirements.

  Main Duties of the role:

  The General Practice Administration Assistant will be supported by the Executive Operations Manager. The General Practice Administration Assistant is responsible for providing structured, cross organisational support to different teams:

  Administration Team

  Core responsibilities:

  EMIS document workflow

  Temporary patient registration workflow management via the Portal

  New patient registration workflow

  Detailed coded records

  Proxy access

  Child Health and immunisation workflow

  Distribution of unmatched lab reports

  Mammogram coding

  Baby blood spots

  Diabetic eye screening workflow

  Opening & distributing post

  Any other duties as required to maintain optimum workflow within the administration team.

  Medical Secretary Team

  Core responsibilities:

  Audio Typing using Lexicom Transcribe

  E-referrals and advice & guidance letters

  EMIS task workflow

  Docman task workflow

  NHS mail workflow

  Telephone queries with external health providers

  Minute taking

  Any other duties as required to maintain optimum workflow within the medical secretarial team.

  eConsult Team

  Core responsibilities:

  Using Sentiers, a Care navigation system tailored to this practice, to triage appointment requests ensuring appointments are allocated in order of clinical priority

  Saving those requests into patient health records (EMIS)

  Submitting eConsult requests for those patients who require our assistance to do so

  Allocating appointments and advising patients via various methods of digital media

  Community healthcare referrals

  Sending self-help links and wellbeing information to patients

  Identifying the need for prior nursing appointments, ensuring clinicians have all the information required

  Co-ordinating translation services

  Directing administration enquiries

  Forwarding nursing appointment requests

  Rebooking Clinical Appointments due to unscheduled absences

  Any other duties as required to maintain optimum workflow within the eConsult team.

  Patient Assistant Team

  Core responsibilities:

  Meeting, greeting and signposting patients

  Assisting patients with queries including temporary registrations, changes of personal details, proxy and DCR access, medication queries, samples, requests for private work, letter collections

  Opening and closing of the practice, following internal protocols

  Updating patient records with non-clinical information using EMIS, Docman and AccuRx

  Assisting patients with the NHS App and the eConsult appointment system

  Offering chaperone assistance

  Booking nurse appointments

  Cancelling & re-booking appointments

  Calmly and empathetically addressing patient frustrations to prevent escalation and formal complaints

  Any other duties as required to maintain optimum workflow within the Patient Assistant team.

  Information Governance

  Core responsibilities:

  Managing SARS requests and sending letters to patients

  Managing patient consent and sending letters to patients

  Logging information requests in a manual folder and within a master spreadsheet

  Using the IGPR electronic platform for records requests

  Sourcing patient paper records from both surgeries

  Photocopying paper records for SARS requests

  Any other duties as required to maintain optimum workflow relating to information governance and requests for patient information.

  Practice Expectations:

  • Ensuring high levels of attention to detail and accuracy with regards to the completion of all necessary documentation associated with the role
  • Maintaining effective liaison with other staff and/or agencies concerned with patient care, and with all other disciplines within the practice, with appropriate regard to confidentiality
  • Working co-operatively within teams and respecting the skills, expertise and contributions of your colleagues
  • Respecting leadership and management direction at all levels
  • Communicating effectively with all members of Downend Health Group, patients and external agencies.
  • Collecting data, preparing reports and undertaking research as required
  • Efficiently use IT platforms to support your role
  • Ensuring the rules of GDPR, Caldicott, Freedom of Information Act and those issued by the NHS and CCG are understood and fully implemented
  • Supporting in the planning and co-ordination of practice targets including work streams such as Quality and Outcomes Framework (QOF); Enhanced Services; Care Quality Commission (CQC) etc;

  o Demonstrating a personal and professional commitment to equality and diversity

  • Ensuring skills and knowledge remain up to date by taking part in appropriate learning activities that maintain and develop your competence and performance

  Notice

  This job description sets out the duties which this role normally entails. The job holder should understand that the job title and job description may be amended by the employer, and that he/she/they may be called upon to carry out additional or other duties as may reasonably be required by the Practice. The nature of our business means that the job holder must be flexible in his/her/their approach to the work, in order, to provide service to patients.

  Person Specification

  Qualifications

  Essential

  • GCSE qualification in Maths and English

  Person Specification

  Qualifications

  Essential

  • GCSE qualification in Maths and English

  Employer details

  Employer name

  Downend Health Group

  Address

  The Willow Surgery

  Hill House Road, Downend

  Bristol

  BS16 5FJ

  
  

  Employer's website

  https://www.downendhealthgroup.com (Opens in a new tab)

  Employer details

  Employer name

  Downend Health Group

  Address

  The Willow Surgery

  Hill House Road, Downend

  Bristol

  BS16 5FJ

  
  

  Employer's website

  https://www.downendhealthgroup.com (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

Notice