Information Governance, Compliance & Complaints Administrator
We are seeking a proactiveand organised individual to join our team as a key administrator, workingclosely with the Managing Partner and supporting the day-to-day operations ofthe practice. In this role, you will help ensure the smooth and efficientrunning of the practice by providing valuable administrative support andcontributing to continuous improvements. Your role will involve facilitatingoperations, ensuring compliance, and supporting the Managing Partner inmaintaining the effectiveness of the practice.
If you're passionate abouteffective administration, improving processes, and contributing to a thrivingorganisation, this role could be for you!
**This role is being advertised as PART-TIME (25 hours minimum) or FULL-TIME. Preferred working hours will be discussed at interview. Job description may be subject to amendment to accommodate part-time hours.**
**Interviews for this position will be held on Thursday 7th November 2024**
Main duties of the job
This role offers a varietyof administrative responsibilities, ideal for someone with strong organisationalskills and attention to detail. You will support the Managing Partner and thewider team to ensure the smooth operation of the practice, working closely withteams such as IT, medical secretaries, and pharmacy technicians. Your dutieswill include managing health records, overseeing compliance with CQCregulations, and handling governance, data protection, and health and safetyprotocols. This role provides an excellent opportunity to contribute to thepractices success by ensuring operational efficiency.
About us
Railway Medical Practice is a well-established Partnershipoperating across four sites in Blyth, South East Northumberland, serving adiverse community of around 27,300 patients. With a strong focus on excellence,were proud to be approved for GP and medical student training, demonstratingour commitment to the future of healthcare. Our team is collaborative,supportive, and driven by a shared passion for providing high-quality,patient-centred care. We foster a positive work environment with a focus on continuousimprovement, professional development, and work-life balance. At RailwayMedical Practice, you'll be part of a dedicated team working to deliver modern,local healthcare services close to home.
Job responsibilities
Duties and Responsibilities of the Post
General
* Handle short-term projects to support the practice's operations.
* Ensure staff are made aware of policies, procedures, and standards.
* Inform the Managing Partner promptly of any staffing or operational issues.
* Work closely with the Managing Partner on all practice administration matters.
* Provide support to senior staff, such as the Office Manager and IT & Premises Manager.
* Ensure patients' health records meet high standards; monitor and maintain data quality.
* Take responsibility for administrative areas; ensure staff are made aware of procedures, escalate training needs as necessary.
* Actively contribute to meetings related to your role.
* Liaise with the IT & Premises Manager to ensure Health and Safety audits are completed.
* Support on SIRMS reporting for the practice.
Information Governance Administrator
* Assist the designated person responsible for ensuring the effective management of the clinical governance system (in accordance with GMS Regulations Schedule Part 14, Regulation 87, and PMS Regulations Part 14, Regulation 79).
* Follow the practice process for electronically transmitting patient data according to national guidelines (Data Protection Act 2018, GMS Regulations Part 10, Regulation 69, and PMS Regulations Part 11, Regulation 62), including securely transferring medical records to a new practice when a patient changes providers.
* Regularly monitor logs for all third-party software used in the practice, as well as review user access and authority levels.
CQC Compliance Administrator
* Have a thorough understanding of and support the nominated person who has responsibility for ensuring CQC (Care Quality Commissioner) regulations are adhered to. Support the practice in meeting the essential standards
* Report any potential breaches of CQC compliance to either the CQC registered manager in the practice or the Managing Partner
Quality/Clinical Governance Compliance Administrator
* Promote high professional standards within the Practice e.g. data quality, Data Protection, Caldicott, GDPR
Complaints Administrator
* Manage zero tolerance policy and complaints, linking in with the Operational Management Team and the Clinical Complaints Lead as appropriate.
Technical
* To assist the Managing Partner in the implementation of new systems and procedures
* Telephone: liaise with system provider regarding problems / queries in conjunction with the IT & Premises Manager
Health, Safety and Security
* Support the designated person responsible for health and safety, including assisting with incident investigations when necessary and completing accident and incident reports.
* Support the health and safety lead in ensuring all appointed Fire Marshals receive adequate training.
* Coordinate health and safety and fire training for all staff, both new and existing.
The post-holder will help promote and maintain their own and others' health, safety, and security as outlined in the practice's Health & Safety Policy, Manual, and Infection Control Policy. This includes:
* Using personal security systems according to practice guidelines.
* Identifying and managing risks associated with work activities.
* Keeping knowledge and skills up-to-date through training.
* Following infection control procedures and maintaining clean, hazard-free work areas.
* Promptly reporting health and safety or infection hazards when identified.
* Assisting in maintaining cleanliness in work and patient areas.
* Undertaking infection control training at least annually.
* Reporting any identified potential risks.
* Upholding safeguarding responsibilities and promoting the welfare of children.
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
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 recognizes the importance of peoples 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 individual performance review, including 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 teams performance
* Work effectively with individuals in other agencies to meet patients' needs
* Effectively manage own time, workload, and resources
Communication
The post-holder should recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members
* Communicate effectively with patients and carers
* Recognize peoples needs for alternative methods of communication and respond accordingly
Contribution to the Implementation of Services
The post-holder will:
* Apply practice policies, standards and guidance
* Discuss with other members of the team how the policies, standards and guidelines will affect own work
* Participate in audit where appropriate
Other delegated duties
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.
Person Specification
Other
* Ability to work flexibly including weekends/ evenings when necessary
* Full UK Driving license and own transport
* Willingness to undertake assessment and complete further training or qualifications.
Qualifications
* GCSE Grade C/4 or equivalent in Maths and English
* A levels or equivalent
* Degree in Business Management or equivalent
* Any other relevant qualification such as ILM, CMI etc.
Experience
* Experience working with the general public
* Experience at dealing with complaints from customers/patients
* Administrative Experience, providing high quality admin support
* Experience working in a healthcare setting
* Experience of working in Primary Care
* Administrative experience in a regulated industry
* Office Management Experience
* Health and Safety Management to include:
* -GDPR
Qualities and Attributes
* Personable and Approachable
* Uses own initiative
* Self-Motivated and able to work with minimal direction
* Ability to work effectively under pressure
* Sensitive and empathetic
* Hardworking and Reliable
* Resourceful with the ability to think outside the box
Knowledge and Skills
* Strong IT Skills including the ability to write and complete reporting.
* Understanding of how to work effectively in a fast-paced environment
* Prioritisation and Planning
* Problem solving and analytical skill
* Contributing to a positive workplace environment
* Excellent communications skills across all forms of media to include:
* -Telephone
* -Email
* EMIS user
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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