Job summary
Lion Health currently has vacancies available for Receptionists, also known as Patient Services Officers. Patient Services Officers are the face of the dynamic and busy reception team at Lion Health and provide a pivotal link between patients and clinicians.
Applicants must have excellent communication skills and be able to deliver a professional and caring service. They will exercise judgement to navigate patients to the appropriate healthcare professional in an efficient, courteous and empathetic manner. Previous customer service or medical reception experience is desirable but not essential.
The positions are permanent, full time and part time (18 - 37 hours a week), with days of the week and working hours being flexible to balance the needs of the business with candidate availability.
Main duties of the job
You will meet & greet patients & visitors to Lion Health in a welcoming, cheerful & helpful manner. You will answer telephone calls efficiently and book appointments for patients with the relevant healthcare professional.
You will undertake administration tasks to ensure that working systems and processes across the practice run efficiently. This may include data entry, liaison with Doctors, Nurses & other clinical departments, processing of Patient Access Requests & distribution of appropriate paperwork for clinics as & when required.
There is scope for advancement by assuming responsibility for On Call Receptionist working with the On Call Doctor to deal with pressing medical requests & urgent appointments, including those for housebound patients.
A further element to the Receptionist role at Lion Health is Medicines Management which involves the processing of repeat prescription requests, dealing with queries from patients & healthcare professionals & liaising with oxygen suppliers.
About us
Lion Health are a General Practice who are dedicated to supporting and caring for their 30,000 patients. Based in Stourbridge,in a modern, recently renovated premises, we are extremely proud of our Outstanding CQC rating.
Benefits of working at Lion Health include:
- Free on-site Parking
- On-site gym
- Sick pay
- Pension Scheme
Job description
Job responsibilities
Operational Responsibilities
The post holder will:
- Meet and greet patients and visitors.
- Respond to or re-direct queries as appropriate.
- Answer all telephone calls efficiently and in the appropriate manner in accordance with practice policy and deal with or re-direct queries as appropriate.
- Co-ordinate appointments for patients with Doctors, Nurses and other clinical staff associated with the Practice.
- Monitor the appointment system and take action to ensure it runs to maximum efficiency.
- Record messages for Doctors, Nurses and Administrative staff.
- Ensure all reception admin tasks are completed within the required timescale.
- Receive and record money for Private fees from patients.
- Process Patient Access requests.
- Process repeat prescription requests within agreed practice timescales.
- Carry out data input as detailed in the reception handbook.
- Ensure appropriate paperwork is available for GP surgeries as appropriate.
- Ensure that the nominated area of responsibility/speciality is kept current and all relevant information regarding the area is distributed appropriately.
- Carry out administration tasks across the organisation as appropriate.
- Have full knowledge of and contribute to the working systems within the practice.
- Liaise with Doctors and other departments within the surgery to ensure processes/procedures are carried out correctly.
- Act as a Chaperone for Doctors when required.
- Effectively manage your nominated areas of responsibility
- Provide guidance and support for the medical students where possible
Quality & Compliance
- 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 organisational needs.
- Effectively manage own time, workload and resources.
- Contribution to the Implementation of Services
- Leave the workstation area tidy and ready for incoming colleague with information on any unresolved queries.
- Apply Practice policies, standards and guidance and other legislation relative to the role and establish good standards of practice.
- Discuss with other members of the team how the policies, standards and guidelines will affect own work.
- Participate in audit where appropriate and produce reports as required.
Communication
- Recognise the importance of effective communication within the team
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
Develop harmonious and effective relationships across all practice teams and with patients.
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:
- Participate in any training programme implemented by the Practice as part of their role and employment including that relating to organisational standards and changes in software or systems
- Participate 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.
THE ABOVE LIST OF RESPONSIBILITES IS NOT EXHAUSTIVE AND MAY BE SUBJECT TO CHANGE AFTER DISCUSSION WITH MANAGER WHERE APPROPRIATE.
ADDITIONAL INFORMATION
Data Protection & Confidentiality
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.
Staff are to familiarise themselves with Lion Healths policies and procedures when these are available which sets out obligations under the General Data Protection Regulation 2016, the UK Data Protection Act 2018 and all other protection legislation which must be adhered to.
Infection Prevention & Control
In accordance with the Health and Social Care Act 2008, the post holder will actively participate in the prevention and control of infection within the capacity of their role. The Act requires the post holder to attend infection prevention and control training on induction and at regular updates and to take responsibility for the practical application of the training in the course of their work. Infection prevention and control and hand hygiene must be included in any personal development plan or appraisal. All Lion Health staff must ensure that they fulfil their responsibilities for infection prevention and control and behave in a manner which protects patients, public and colleagues from infection risks within the scope of their role.
Safeguarding
It is the responsibility of every member of staff to safeguard and protect vulnerable adults, children and young people from abuse. All staff are expected to undertake mandatory training relevant to the role. All staff should familiarise themselves with the relevant Policies on Safeguarding.
Equality and Diversity
The post holder must abide by Lion Healths Equality and Diversity policy and equality and diversity laws.
Health & Safety
Employees have equal responsibility, along with Managers, for maintaining safe working practices for the health and safety of themselves and other persons who may be affected by their acts or omissions at work.
Job description
Job responsibilities
Operational Responsibilities
The post holder will:
- Meet and greet patients and visitors.
- Respond to or re-direct queries as appropriate.
- Answer all telephone calls efficiently and in the appropriate manner in accordance with practice policy and deal with or re-direct queries as appropriate.
- Co-ordinate appointments for patients with Doctors, Nurses and other clinical staff associated with the Practice.
- Monitor the appointment system and take action to ensure it runs to maximum efficiency.
- Record messages for Doctors, Nurses and Administrative staff.
- Ensure all reception admin tasks are completed within the required timescale.
- Receive and record money for Private fees from patients.
- Process Patient Access requests.
- Process repeat prescription requests within agreed practice timescales.
- Carry out data input as detailed in the reception handbook.
- Ensure appropriate paperwork is available for GP surgeries as appropriate.
- Ensure that the nominated area of responsibility/speciality is kept current and all relevant information regarding the area is distributed appropriately.
- Carry out administration tasks across the organisation as appropriate.
- Have full knowledge of and contribute to the working systems within the practice.
- Liaise with Doctors and other departments within the surgery to ensure processes/procedures are carried out correctly.
- Act as a Chaperone for Doctors when required.
- Effectively manage your nominated areas of responsibility
- Provide guidance and support for the medical students where possible
Quality & Compliance
- 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 organisational needs.
- Effectively manage own time, workload and resources.
- Contribution to the Implementation of Services
- Leave the workstation area tidy and ready for incoming colleague with information on any unresolved queries.
- Apply Practice policies, standards and guidance and other legislation relative to the role and establish good standards of practice.
- Discuss with other members of the team how the policies, standards and guidelines will affect own work.
- Participate in audit where appropriate and produce reports as required.
Communication
- Recognise the importance of effective communication within the team
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
Develop harmonious and effective relationships across all practice teams and with patients.
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:
- Participate in any training programme implemented by the Practice as part of their role and employment including that relating to organisational standards and changes in software or systems
- Participate 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.
THE ABOVE LIST OF RESPONSIBILITES IS NOT EXHAUSTIVE AND MAY BE SUBJECT TO CHANGE AFTER DISCUSSION WITH MANAGER WHERE APPROPRIATE.
ADDITIONAL INFORMATION
Data Protection & Confidentiality
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.
Staff are to familiarise themselves with Lion Healths policies and procedures when these are available which sets out obligations under the General Data Protection Regulation 2016, the UK Data Protection Act 2018 and all other protection legislation which must be adhered to.
Infection Prevention & Control
In accordance with the Health and Social Care Act 2008, the post holder will actively participate in the prevention and control of infection within the capacity of their role. The Act requires the post holder to attend infection prevention and control training on induction and at regular updates and to take responsibility for the practical application of the training in the course of their work. Infection prevention and control and hand hygiene must be included in any personal development plan or appraisal. All Lion Health staff must ensure that they fulfil their responsibilities for infection prevention and control and behave in a manner which protects patients, public and colleagues from infection risks within the scope of their role.
Safeguarding
It is the responsibility of every member of staff to safeguard and protect vulnerable adults, children and young people from abuse. All staff are expected to undertake mandatory training relevant to the role. All staff should familiarise themselves with the relevant Policies on Safeguarding.
Equality and Diversity
The post holder must abide by Lion Healths Equality and Diversity policy and equality and diversity laws.
Health & Safety
Employees have equal responsibility, along with Managers, for maintaining safe working practices for the health and safety of themselves and other persons who may be affected by their acts or omissions at work.
Person Specification
Qualifications
Essential
- Minimum 5 GCSE's grades A* - C / 9-4 or equivalent to, to include Maths and English
- Recognised Microsoft Office Qualification
Desirable
- AMSPAR Diploma for Medical Secretary Level 3 or relevant experience
- AMSPAR Medical Terminology Level 2 or willing to work towards
Knowledge and Skills
Essential
- Excellent communication (oral and written) and inter personal skills
- Excellent keyboard and computer skills
Desirable
- Knowledge of medical terminology
Experience
Essential
- Experience working in a secretarial environment
Desirable
- Experience as a patients records summariser
Qualities/Attributes
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality
- A demonstrable commitment to professional development
- Ability to use own judgement, resourcefulness and common sense
- Ability to listen and empathise
- Good time management
- Confident, reliable and self-reliant
- Positive attitude to change and a pro-active approach but also pragmatic and realistic
- Ability to work as part of an integrated multi-skilled team
- Adaptable, innovative, forward looking
- Methodical and organised
Person Specification
Qualifications
Essential
- Minimum 5 GCSE's grades A* - C / 9-4 or equivalent to, to include Maths and English
- Recognised Microsoft Office Qualification
Desirable
- AMSPAR Diploma for Medical Secretary Level 3 or relevant experience
- AMSPAR Medical Terminology Level 2 or willing to work towards
Knowledge and Skills
Essential
- Excellent communication (oral and written) and inter personal skills
- Excellent keyboard and computer skills
Desirable
- Knowledge of medical terminology
Experience
Essential
- Experience working in a secretarial environment
Desirable
- Experience as a patients records summariser
Qualities/Attributes
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality
- A demonstrable commitment to professional development
- Ability to use own judgement, resourcefulness and common sense
- Ability to listen and empathise
- Good time management
- Confident, reliable and self-reliant
- Positive attitude to change and a pro-active approach but also pragmatic and realistic
- Ability to work as part of an integrated multi-skilled team
- Adaptable, innovative, forward looking
- Methodical and organised