Job summary
Job title: Patient Services Officer
Patient Services Officers (PSOs) are the first point of contact at the practice for our patients, their carers, and other healthcare professionals. The role comprises three key areas of responsibility: greeting patients and answering queries at front desk, answering telephone calls, and administrative work. It is both a challenging and rewarding role with clear opportunities for career progression for staff who show interest and aptitude.
The practice welcomes applicants looking for both full time and part time work (min. 4 days a week), and will always attempt to accommodate exceptional applicants who have other commitments, for example caring, studies, or other employment.
We really look forward to hearing from you! If you have any questions or would like to discuss anything informally, please contact us and ask to speak with the Practice Operations Manager, Joe Qiu.
Main duties of the job
Being a Patient Services Officer involves working closely with all members of the practice team, including the GPs and the rest of the administration team.
Initially you will focus on developing the skills required to greet patients at the front desk, to answer telephone calls to the practice, and to process correspondence sent to the practice by third parties. Once this initial training is completed, PSOs can take on a variety of additional responsibilities. These may include handling repeat prescription requests, managing medical records requests, processing private medical reports, and coordinating recalls for specific patient groups. These responsibilities can be tailored to align with individual interests and strengths.
About us
We a large and modern GP surgery in the heart of Lambeth, between Camberwell and Brixton. The practice is based in the spacious and purpose-built Akerman Health Centre. We are proud to support a diverse and multicultural population of around 12,000 patients, and are part of the Fiveways Primary Care Network.
You will be joining our friendly and dedicated Patient Services team, who are supported by a team of Care Coordinators, a Data and Operations Lead, the Practice Operations Manager, and our co-Practice Business Managers.
Our large multi-disciplinary clinical team includes GPs, nurses, pharmacists, healthcare assistants, physiotherapists and a mental health practitioner.
Job description
Job responsibilities
Please see attached document for full job description
Reception
services: Provide a
welcoming and efficient reception service for patients and visitors, managing
the waiting area and ensuring timely communication.
Patient
support: Handle
patient inquiries in person, over the phone, or online. Assist patients with
accessing services and managing their healthcare.
Administrative
duties: Provide
administrative services to the practice, including managing correspondence from
third parties and contacting patients regarding routine appointments.
Security
and environment:
Ensure the reception area and clinical spaces are tidy, safe, and welcoming.
Follow protocols for opening and closing the premises.
Data
protection: Maintain
strict confidentiality of all patient and practice information in accordance
with GDPR and organisational policies.
Compliance
and training:
Complete regular training as required and stay up to date with relevant topics.
Attend and contribute to practice meetings.
Job description
Job responsibilities
Please see attached document for full job description
Reception
services: Provide a
welcoming and efficient reception service for patients and visitors, managing
the waiting area and ensuring timely communication.
Patient
support: Handle
patient inquiries in person, over the phone, or online. Assist patients with
accessing services and managing their healthcare.
Administrative
duties: Provide
administrative services to the practice, including managing correspondence from
third parties and contacting patients regarding routine appointments.
Security
and environment:
Ensure the reception area and clinical spaces are tidy, safe, and welcoming.
Follow protocols for opening and closing the premises.
Data
protection: Maintain
strict confidentiality of all patient and practice information in accordance
with GDPR and organisational policies.
Compliance
and training:
Complete regular training as required and stay up to date with relevant topics.
Attend and contribute to practice meetings.
Person Specification
Qualifications
Essential
- Education to GCSE level / NVQ Level 2 or equivalent
Desirable
- Any higher qualification e.g A levels, bachelors/masters degree
- Training in relevant subjects eg data protection, safeguarding, or infection control
Experience
Essential
- Strong verbal and written communication skills, with the ability to interact effectively with patients, visitors, and team members in person, over the phone, and by email.
- Highly organised and able to manage multiple tasks efficiently, prioritizing work effectively under pressure.
- Keen attention to detail, particularly when handling patient records, appointment bookings, and confidential information.
- Proficient in using computers and standard software, including Microsoft Office and patient administration systems (training on specific practice systems will be provided.)
- Experience of, or an interest in, working with deprived and/or marginalised communities
- Basic understanding of medical terminology
Desirable
- Experience of working in healthcare
- Demonstrable experience in providing excellent customer service, ideally in a healthcare or busy public-facing environment.
- Proficiency in a language other than English
Qualities
Essential
- Qualities
- Able to interact with patients from diverse backgrounds in a respectful, compassionate, and non-judgmental manner, showing sensitivity to individual needs and circumstances
- Commited to maintaining confidentiality, respecting privacy, and acting with integrity in handling sensitive information.
- Works well within a team environment, willing to assist colleagues and adapt to the needs of the practice.
- Willingness to handle varied tasks, be adaptable to changes in workload or practice requirements, and work flexible hours as required.
- Demonstrates understanding and commitment to promoting equality, diversity, and inclusivity within the practice, aligning with the Equality Act 2010 and practice policies.
Person Specification
Qualifications
Essential
- Education to GCSE level / NVQ Level 2 or equivalent
Desirable
- Any higher qualification e.g A levels, bachelors/masters degree
- Training in relevant subjects eg data protection, safeguarding, or infection control
Experience
Essential
- Strong verbal and written communication skills, with the ability to interact effectively with patients, visitors, and team members in person, over the phone, and by email.
- Highly organised and able to manage multiple tasks efficiently, prioritizing work effectively under pressure.
- Keen attention to detail, particularly when handling patient records, appointment bookings, and confidential information.
- Proficient in using computers and standard software, including Microsoft Office and patient administration systems (training on specific practice systems will be provided.)
- Experience of, or an interest in, working with deprived and/or marginalised communities
- Basic understanding of medical terminology
Desirable
- Experience of working in healthcare
- Demonstrable experience in providing excellent customer service, ideally in a healthcare or busy public-facing environment.
- Proficiency in a language other than English
Qualities
Essential
- Qualities
- Able to interact with patients from diverse backgrounds in a respectful, compassionate, and non-judgmental manner, showing sensitivity to individual needs and circumstances
- Commited to maintaining confidentiality, respecting privacy, and acting with integrity in handling sensitive information.
- Works well within a team environment, willing to assist colleagues and adapt to the needs of the practice.
- Willingness to handle varied tasks, be adaptable to changes in workload or practice requirements, and work flexible hours as required.
- Demonstrates understanding and commitment to promoting equality, diversity, and inclusivity within the practice, aligning with the Equality Act 2010 and practice policies.
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.
