Job summary
To provide a friendly, courteous
and efficient service to patients of the Group and representatives of all other
relevant bodies. To perform all duties in this manner as a member of the
practice support team.
Main duties of the job
The main focus of this role is customer service; making appointments for patients by telephone or in person. Administrative and premises duties are also a requirement; including the efficient opening and closing of Practice premises.
This is a shift-based role; with morning shifts from 07:45am until 13:15pm; and afternoon shifts starting at 13:00pm until 19:00pm or 20:00pm.
About us
We are a 12 Partner practice located across 5 sites in Tring, Berkhamsted, Pitstone and Markyate.
Our mission statement
is for the whole team to be committed to providing high quality care to our
patients; we will always put our patients first, respecting individuality and
dignity.
Our vision is to
provide a safe and enjoyable working environment where every team member feels
valued and part of a happy work place.
We strive for excellent care of our patients but also our staff.
Job description
Job responsibilities
Specific duties and responsibilities
1) Customer service
- Receive, welcome and direct patients and visitors on arrival. Ensure visitors sign in if they are staying in the building.
- Make appointments for patients by telephone or personal callers to the surgery.
- Receive and record patient requests for emergency and home visits.
- Explain practice procedures and requirements to current, new and temporary patients.
- Ensure sufficient information is available when booking appointments to enable patient records to be retrieved easily and contact made.
- Refer patient complaints to the Assistant Practice Manager.
- Action requests for ambulance and other patient transport, and record details in the transport book.
- Receive, process and distribute patient prescriptions as appropriate.
- Arrange for specimens and mail to be couriered to the hospital.
- Advise patients of relevant charges for non-NHS work and issue receipts for cash payments.
- Ensure the telephone answering service is operational at the beginning of each working day, and is switched over to night service at the end of each working day.
2)Administration
- Ensure all forms and documentation are completed correctly as required for practice and patient purposes.
- Responsibility for Petty Cash including reconciliation.
- Provide administrative support for practice and associated service providers as appropriate.
- Use the practice computer systems to retrieve and update information to ensure the efficient running of the practice. Make new and follow up appointments, including the cancellation and rescheduling of appointments as necessary.
- Retrieve and distribute patient medical records to doctors and nurses as requested.
- File patient records efficiently and accurately.
3) Premises duties
- Check facilities are ready for use and stocked.
- Liaise with Practice Manager regarding maintenance of premises and equipment.
- Liaise with Reception Manager or Assistant Practice Manager regarding maintenance of the IT system.
- Ensure security is maintained at all times, including the efficient opening and closing of practice premises.
- Ensuring the reception and waiting areas are tidy and ready for use at all times.
Job description
Job responsibilities
Specific duties and responsibilities
1) Customer service
- Receive, welcome and direct patients and visitors on arrival. Ensure visitors sign in if they are staying in the building.
- Make appointments for patients by telephone or personal callers to the surgery.
- Receive and record patient requests for emergency and home visits.
- Explain practice procedures and requirements to current, new and temporary patients.
- Ensure sufficient information is available when booking appointments to enable patient records to be retrieved easily and contact made.
- Refer patient complaints to the Assistant Practice Manager.
- Action requests for ambulance and other patient transport, and record details in the transport book.
- Receive, process and distribute patient prescriptions as appropriate.
- Arrange for specimens and mail to be couriered to the hospital.
- Advise patients of relevant charges for non-NHS work and issue receipts for cash payments.
- Ensure the telephone answering service is operational at the beginning of each working day, and is switched over to night service at the end of each working day.
2)Administration
- Ensure all forms and documentation are completed correctly as required for practice and patient purposes.
- Responsibility for Petty Cash including reconciliation.
- Provide administrative support for practice and associated service providers as appropriate.
- Use the practice computer systems to retrieve and update information to ensure the efficient running of the practice. Make new and follow up appointments, including the cancellation and rescheduling of appointments as necessary.
- Retrieve and distribute patient medical records to doctors and nurses as requested.
- File patient records efficiently and accurately.
3) Premises duties
- Check facilities are ready for use and stocked.
- Liaise with Practice Manager regarding maintenance of premises and equipment.
- Liaise with Reception Manager or Assistant Practice Manager regarding maintenance of the IT system.
- Ensure security is maintained at all times, including the efficient opening and closing of practice premises.
- Ensuring the reception and waiting areas are tidy and ready for use at all times.
Person Specification
Qualifications
Essential
- Good standard of general education
- Car driver with vehicle access
Desirable
- Relevant administrative qualification
Experience
Essential
- Undertaking administrative work
- Working directly with members of the public in a busy customer care role
- Working as part of a team
Desirable
- Working within the health care service
Sills, knowledge and abilities
Essential
- Customer service
- Communication
- Problem solving
- Flexibility
- Work well under pressure
- Confidentiality
- IT skills
- Adaptability - willingness to attend relevant training courses of benefit to the individual and the practice
Person Specification
Qualifications
Essential
- Good standard of general education
- Car driver with vehicle access
Desirable
- Relevant administrative qualification
Experience
Essential
- Undertaking administrative work
- Working directly with members of the public in a busy customer care role
- Working as part of a team
Desirable
- Working within the health care service
Sills, knowledge and abilities
Essential
- Customer service
- Communication
- Problem solving
- Flexibility
- Work well under pressure
- Confidentiality
- IT skills
- Adaptability - willingness to attend relevant training courses of benefit to the individual and the practice