Small Software House providing Software Solutions for Debt Collection companies and a number of blue-chip companies.

• Answering calls from customers by telephone and by e-mail for its CaseflowFusion® Collections system
• After training this will include analysing issues and providing advice to customers over the telephone and in writing
• After training this may also include visiting client sites and software development

Day to day activities will include:

• Learn relevant technical skills to carry out these activities e.g. Understand aspects of OSM configuration, HTML, SQL scripts, reporting tools
• Learn how to assess requests for changes and improvements to OSM: What are the requirements? How will you achieve it? Are you allowed to do it? Does it work as expected?
• Learn to contribute to the development of technical documentation and other written material
• Learn to respond to requests for assistance with OSM, following existing processes and procedures and escalate issues that you cannot resolve as appropriate
• Develop skills to take responsibility for face-to-face, telephone and email communication with a range of colleagues
• Learn to manage the prioritisation of requests and your overall workload in collaboration with OSM team members

Key responsibilities:

• Follow practice protocols to ensure consistent and high quality care is provided to our patients
• Carry out administrative tasks relating to patient records, including filing, document management and ensuring patients can access reports, prescriptions and that they are easily accessible

Scanning duties:

• Sort and date stamp all incoming patient-related mail
• Scan patient-related documents onto their medical record using read codes as agreed by the clinical team
• Add any additional information about the source of the document
• Forward the document to the doctor or nurse who initiated the referral or who is most appropriate to receive the information
• Ensure incoming letters are scanned onto the patient record within a 48/72-hour timescale
• Scan all internal paper documents on to the relevant patients’ record and then store the documents in line with surgery procedures

Coding:

• Assist with identifying relevant clinical information contained in patient correspondence
• Assist with coding the clinical information on to the patient record
• Assist with dealing with queries relating to coding

The post-holder is expected to:

• Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies
• Attend mandatory training as identified by the practice
• Highlight potential development areas
• The post-holder must maintain the confidentiality of information about patients’ staff and practice business in accordance with the Data Protection Act 1998 and Caldicott principles
• Take action as directed by other team members