Non-Clinical

Home Roles Non-Clinical

There are a variety of non-clinical roles in General Practice that are essential for the day to day running of the service. Explore the roles below.

Administrator

Efficient administration within primary care plays a pivotal role in ensuring the seamless delivery of patient care.

The meticulous organisation of practices, coupled with thorough documentation of both patient records and staff details, is paramount. Administrative processes serve as the backbone for effective information dissemination, enabling patients to connect with the appropriate healthcare providers and ensuring practices can swiftly identify and liaise with the relevant person.

Here are a few things that administrators might perform as part of their day-to-day role:

  • Answering phone calls and responding to inquiries
  • Handling incoming and outgoing correspondence, such as letters and emails
  • Manging office supplies and inventory
  • Typing up notes or reports
  • Filing and photocopying
  • Chasing up reports
  • Inputting and recording data

Administrators need to have some of the following skills to be successful in their role:

  1. Organisation
  2. Strong communication
  3. Interpersonal skills
  4. Attention to detail
  5. Problem-solving
  6. Adaptability
  7. Strong time management 
  8. Good IT skills
  9. Customer service skills
  10. Teamwork
  11. Professionalism 

There are no set requirements for the administrator role. Employers may ask for admin experience, IT skills and evidence of good literacy and numeracy. Other than that, in most cases, employers recognise that a potential candidate’s behaviour is the most important thing, and they will be looking for someone who shows that their values and behaviours align with the practice's. 

Care Coordinator

A care coordinator serves as a crucial asset within the primary care team, offering additional time, resources, and specialised knowledge that significantly enhances the quality of care delivered. By working closely with individuals, care coordinators provide comprehensive support, guiding them through the various health and care services available based on personalized care and support plans.

Collaborating with general practitioners (GPs) and other professionals in the practice, care coordinators are responsible for identifying and overseeing a caseload of patients. They focus especially on vulnerable patient groups with long-term conditions who benefit from the additional support they provide.

Here are a few tasks that are typical for a care co-ordinator to carry out at work:

  • Initial assessments of patients' needs, preferences and goals to develop personalised care plans
  • Coordination of healthcare services to ensure seamless care delivery, including referrals to specialists, community services and support programmes
  • Communication skills between patients and healthcare providers as well as other professionals involved in patient care
  • Advocacy for patient rights, preferences and needs
  • Education. Providing patients and their families with information about their health and treatment options
  • Monitoring and follow-up on patient’s progress
  • Crisis intervention. Providing support and guidance to patients during times of crisis and heightening medical needs such as hospitalisation
  • Documentation and maintaining up to date patient records, assessments, care plans, interventions and communication
  • Collaboration with the multi-disciplinary team.
  • Quality Improvement
  • Self-Care Support
  • Evaluation of your work and identifying areas for improvement

To be a care co-ordinator, you should be/have:

  1. Excellent communication skills
  2. Empathy and compassion
  3. Active Listener
  4. Interpersonal skills
  5. Critical thinking
  6. Problem-Solving skills
  7. Organisation and time management skills
  8. Attention to detail
  9. Cultural competence
  10. Adaptability
  11. Advocacy skills
  12. Teamwork and collaboration
  13. Ethical practice 
  14. Resilience

Employers may ask for a level 2 diploma in health and social care or equivalent qualification. Experience in healthcare is also a major thing that employers will seek when finding the right candidate for the role. Make sure you have a good understanding of the systems and services in place and even what demographic the patient population are in and what the major issues may be within society. 

Medical Secretary

Medical secretaries collaborate closely with healthcare professionals, including doctors, nurses, and other team members, to ensure timely and efficient delivery of patient care.

As technology becomes more prevalent in general practice, medical secretaries are assuming a more significant role in managing patient information. They ensure healthcare providers have access to necessary data, thus contributing to the delivery of high-quality care.

In a GP surgery, a medical secretary would be expected to perform a variety of administrative tasks to support the smooth functioning of the practice and assist healthcare providers. Some common tasks for a medical secretary in a GP surgery include:

  • Managing and scheduling appointments
  • Patient registration
  • Patient communication
  • Managing medical records
  • Referral coordination
  • Billing and administration support
  • Drafting and formatting medical documents, letters and reports
  • Meetings and diary management
  • Follow-up and reminder calls
  • Patient education and support
  • Inventory management
  • Data entry and reporting
  • Minute taking

Here are some essential skills and behaviours that a medical secretary should possess:

  1. Excellent communication skills
  2. Professionalism
  3. Empathy and compassion
  4. Organisation and time management
  5. Attention to detail
  6. Adaptability
  7. Problem-solving skills
  8. Computer proficiency
  9. Teamwork and collaboration
  10. Stress management
  11. Customer service skills
  12. Initiative and resourcefulness
  13. Cultural sensitivity

There are no set requirements for a medical secretary role. Employers will generally ask for administration experience as well as knowledge of medical terminology and an understanding of the system and services. 

Receptionist/ Care Navigator

The receptionist or care navigator serves as the initial point of contact for patients visiting a surgery. This role plays a crucial function in facilitating communication between patients, doctors, and other medical personnel.

Receptionists are integral members of the practice team, equipped with training to utilize available resources effectively. This may involve directing patients to alternative services, providing self-help guidance, or scheduling appointments with suitable clinicians within the practice's multi-disciplinary team. This practice is commonly referred to as 'care navigation'.

A receptionist or care navigator in a GP surgery is responsible for various tasks aimed at facilitating the smooth operation of the practice and ensuring patients receive appropriate care and assistance. Here are some common tasks they may be expected to perform:

  • Greeting and welcoming patients
  • Appointment scheduling
  • Answering phone calls
  • Patient registration
  • Patient triage
  • Patient check-in and check-out process
  • Information and signposting
  • Administrative support
  • Handling patient queries and complaints
  • Care navigation
  • Health promotion
  • Collaboration with healthcare professionals
  • Data entry, record keeping and coding
  • Patient follow-up and reminders
  • Patient record checking (results)
  • Prescription management

Here are some essential skills and behaviours for success in this role:

  1. Excellent communication skills
  2. Empathy and compassion
  3. Active listening
  4. Customer service skills
  5. Problem-solving skills
  6. Attention to detail
  7. Organisation and time management
  8. Adaptability
  9. Cultural sensitivity
  10. Teamwork and collaboration
  11. Stress management
  12. IT proficiency
  13. Confidentiality skills
  14. Professionalism
  15. Work well under pressure

There are no set requirements for this role, however, customer facing roles or previous experience, especially in a medical setting would be a strong advantage. 

Practice Manager

Practice managers are essential figures in GP surgeries, entrusted with ensuring the smooth operation of the practice. Typically, they oversee the business, financial, and HR functions, all while prioritizing the delivery of top-quality patient care. It's a dynamic and multifaceted position.

Here are some common tasks they may be expected to perform:

  • Financial management
  • HR and legal management
  • Facility management
  • Strategic planning
  • Quality assurance
  • Information management
  • Patient services management
  • Healthcare policy and compliance
  • Communication and liaison
  • Improving services and systems
  • Team leadership and development

These tasks may vary depending on the size and structure of the practice, as well as the specific needs and priorities of the healthcare providers and patients.

Here are some essential skills and behaviours for success in this role:

  1. Leadership
  2. Communication
  3. Problem-solving
  4. Organisational skills
  5. Management skills
  6. Conflict resolution
  7. Ethical conduct
  8. Attention to detail
  9. Adaptability
  10. Interpersonal skills
  11. Negotiation skills

Requirements: 

- Experience in management.

- Qualifications will vary but a management qualification will be desirable as well as a proven history of motivating and managing people.

Digital & Transformation Lead

The primary goal of a Digital Transformation lead is to enhance access to healthcare services by leveraging technology and innovative approaches. This concept enables primary care to operate more efficiently at various levels, enhancing community service engagement and sustainability.

Individuals in this role develop strategic plans to streamline systems and enhance digital infrastructure. Numerous projects within the NHS aim to revolutionize work processes and service delivery. A Digital Transformation lead focuses on initiatives such as digital triage, online guidance, social media integration, collaborative efforts across NHS services, promoting the NHS app, and more.

Here are some common tasks they may be expected to perform:

  • Strategic planning
  • Technology integration
  • Digital triage implementation
  • Online signposting
  • Integrated working across NHS services
  • NHS App promotion
  • Data management and analytics
  • Training and education
  • Quality assurance and compliance
  • User experience and optimisation
  • Project management
  • Change management
  • Evaluation and feedback

These tasks may vary depending on the specific needs and priorities of the GP surgery, but overall, a Digital & Transformation lead plays a critical role in driving innovation and improving the efficiency and effectiveness of healthcare delivery in the primary care setting.

Here are some essential skills and behaviours for success in this role:

  1. Strategic thinking
  2. Technical proficiency
  3. Project and change management
  4. Communication skills
  5. Problem-solving skills
  6. Leadership
  7. Adaptability
  8. Customer focus
  9. Data literacy
  10. Collaboration and teamwork
  11. Ethical conduct
  12. Resilience
  13. Innovation and initiative

Requirements:

- Bachelor's degree in a relevant field is often required.

- Master's degree (optional) 

- Experience in healthcare management, project management, digital transformation or related fields is essential. 

- Knowledge on updated and emerging trends, technologies and best practices in healthcare management. 

Ultimately, the specific qualifications required may vary depending on the employer's preferences, the complexity of the role, and the level of responsibility involved. It's essential to carefully review job descriptions and requirements for Digital and Transformation Lead positions to ensure you meet the necessary qualifications and competencies.

If you'd like to discuss any of the above roles, please get in touch - ddlmc.thehubplus@nhs.net.