Job summary
A great opportunity is available to join our thriving, friendly, high achieving practice team. We're looking for enthusiastic team players to join our Patient Services Team, to help deliver excellent customer care within our busy practice.
We have several part time shifts available. Our shift times are between 08:00 - 13:30 and 13:30 - 18:30 Monday to Friday.
Main duties of the job
Patient
Service Advisors are responsible for welcoming patients, call handling and booking
appointments, providing general administrative assistance to the practice team,
and directing patients to the most appropriate service or healthcare
professional in a friendly, positive and compassionate way.
We are moving into a new custom built practice in summer, but before we move there may be a requirement to work across both sites in the interium.
About us
The
Practice
Its an exciting time to join
us, as our patient numbers are growing and we will be moving into new purpose
built premises in August, which offers wider community services and a dental
suite.
Employee
Benefit
We pride
ourselves in offering flexible working patterns and supporting the health and
wellbeing of our employees. We offer all employees competitive benefits and
annual leave, promote education and training, and offer an employee assistance
programme.
Job description
Job responsibilities
Primary responsibilities
- Answer and navigate incoming calls to ensure call wait times are kept to a minimum.
- Welcome patients appropriately in person and respond to all queries and requests for assistance, with kindness.
- Deal with internal and external enquiries, such as taking and passing on accurate messages from patients, PCN, secondary care or other associated healthcare agencies.
- Process and redirect tasks from practice emails.
- Take payment for private services.
- Book appointments in line with written protocols, appointment and other clinical IT systems, recognise and understand life threatening situations and react accordingly.
- Ensure patients with no appointments but who need urgent consultation are seen in a logical and non-disruptive manner and booked into respective clinics dependant on their symptoms. (If pre-bookable appointments).
- Signpost patients to other external agencies and referral to social prescribers (pharmacies, walk in service, mental health, social prescriber)
- Explain practice arrangements to new patients and those seeking temporary cover and ensure documentation completed, checked, and progressed to workflow.
- Keep the reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter.
- Add requests for home visits onto the system ensuring careful recording of all details.
- Carry out EMIS, and other administrative tasks such as word processing, filing, photocopying and scanning.
- Champion training of new starters to the team.
Job description
Job responsibilities
Primary responsibilities
- Answer and navigate incoming calls to ensure call wait times are kept to a minimum.
- Welcome patients appropriately in person and respond to all queries and requests for assistance, with kindness.
- Deal with internal and external enquiries, such as taking and passing on accurate messages from patients, PCN, secondary care or other associated healthcare agencies.
- Process and redirect tasks from practice emails.
- Take payment for private services.
- Book appointments in line with written protocols, appointment and other clinical IT systems, recognise and understand life threatening situations and react accordingly.
- Ensure patients with no appointments but who need urgent consultation are seen in a logical and non-disruptive manner and booked into respective clinics dependant on their symptoms. (If pre-bookable appointments).
- Signpost patients to other external agencies and referral to social prescribers (pharmacies, walk in service, mental health, social prescriber)
- Explain practice arrangements to new patients and those seeking temporary cover and ensure documentation completed, checked, and progressed to workflow.
- Keep the reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter.
- Add requests for home visits onto the system ensuring careful recording of all details.
- Carry out EMIS, and other administrative tasks such as word processing, filing, photocopying and scanning.
- Champion training of new starters to the team.
Person Specification
Qualifications
Essential
- GCSE Grades 4-9 or equivalent in Maths and English
Desirable
- NVQ or equivalent customer care
Experience
Essential
- Experience of a front facing customer role
- Experience of administration tasks
Desirable
- NHS / primary care general practice experience
- Experience in busy call handling environment
- Experience using healthcare systems, such EMIS, Docman
Personal qualities
Essential
- Excellent interpersonal skills
- Positive mindset
- Supportive of other team members
- Professional and accountable
- Able to learn and open to feedback
- Motivated and proactive
- Shows care and compassion
- Confident, assertive and resilient
- Flexible and cooperative
- Ability to work under pressure
- Able to deal with change
Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Confident with multiple forms of technology
- High attention to detail
- Ability to maintain high confidentiality at all times
- Ability to prioritise and work to tight deadlines in a fast-paced environment
- Customer care skills
- Ability to listen and ask questions
Desirable
- Adaptable to changing priorities and targets
Other requirements
Essential
- Flexibility to work outside core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
Desirable
- Full UK driving licence, with vehicle access
Person Specification
Qualifications
Essential
- GCSE Grades 4-9 or equivalent in Maths and English
Desirable
- NVQ or equivalent customer care
Experience
Essential
- Experience of a front facing customer role
- Experience of administration tasks
Desirable
- NHS / primary care general practice experience
- Experience in busy call handling environment
- Experience using healthcare systems, such EMIS, Docman
Personal qualities
Essential
- Excellent interpersonal skills
- Positive mindset
- Supportive of other team members
- Professional and accountable
- Able to learn and open to feedback
- Motivated and proactive
- Shows care and compassion
- Confident, assertive and resilient
- Flexible and cooperative
- Ability to work under pressure
- Able to deal with change
Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Confident with multiple forms of technology
- High attention to detail
- Ability to maintain high confidentiality at all times
- Ability to prioritise and work to tight deadlines in a fast-paced environment
- Customer care skills
- Ability to listen and ask questions
Desirable
- Adaptable to changing priorities and targets
Other requirements
Essential
- Flexibility to work outside core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
Desirable
- Full UK driving licence, with vehicle access
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.