Job summary
We are seeking committed Patient
Service Officers, who demonstrate enthusiasm for working in primary care, with
a genuine interest in working with patients and contributing to the delivery of
high quality health care. Applicants should be courteous, highly motivated,
pro-active and good team players, able to project a positive and friendly image
to patients/visitors.
We will consider
part time and full time applications.
Main duties of the job
Successful applicants will be the
first point of contact for patients/visitors calling or attending the surgery,
using customer service, triage and signposting skills to answer queries and/or
direct to the most appropriate service or healthcare professional in an
efficient and effective way. They will also provide general clerical and
administrative assistance to the primary healthcare team.
We are looking for engaging
individuals with excellent communication and interpersonal/people skills, with
a strong appreciation of customer services. It is also essential that
applicants understand, accept and demonstrate adherence to the need for strict
confidentiality and the ability to understand and apply set procedures and
protocols
About us
At Bedlingtonshire Medical Group, we
care about all our staff and patients. We believe in putting our patients first
and as part of the patient services team you will often be the first point of
call for our patients.
We provide a supportive working
environment and provide a thorough induction process. Our staff are friendly,
hard working and dedicated. If you ever have any questions there is always
someone on hand to help.
Job description
Job responsibilities
Job responsibilities
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Duties and Responsibilities:
Administration
- To have a thorough knowledge of all practice procedures.
- To work in accordance to written protocols
- To scan incoming correspondence and save in medical records
- To manage repeat prescription requests
- To open and distribute incoming communications that arrive via email or post
- To manage and action team and individual tasks / clinical requests.
- To photocopy as requested
- To ensure couriers are in receipt of all required documentation and samples at the appropriate time
Reception
- To ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
- To answer telephone calls promptly and effectively
- To deal with all general enquiries, explain practice procedures and protocols and make new and follow-up appointments
- To use your own judgement and communication skills to ensure that patients with no prior appointment but who need urgent consultation are triaged appropriately and seen in a logical and non-disruptive manner
- To explain practice arrangements and formal requirements to patients, including new registrations and those seeking temporary cover, ensuring the correct procedures are completed.
- To provide paper tokens (repeat prescriptions) issued by clinical staff to patients, ensuring details are correct and confidentiality is maintained.
- To be able to cover all reception positions as necessary
- To prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork
Appointments
- To manage and process appointment requests for current / future appointments from patients by telephone and in person.
- To enter requests for home visits on the on-call list, ensuring careful recording of all relevant details and where necessary to refer to the duty doctor immediately
Computer
- To electronically handle and process sensitive and confidential patient information accurately and efficiently via the practice clinical computer system, maintaining the data quality of patients electronic healthcare records.
- To process any changes to patient contact details.
- To process electronic communications from patients and external agencies.
- To ensure IT server is backed up on a daily basis.
Telephone
- To receive and make telephone calls as required, including diverting calls and taking messages as appropriate, ensuring accuracy of detail and prompt appropriate delivery.
- Have working knowledge of telephone system, during and out of hours.
Other Tasks
- To open up premises at the start of the day on arrival, de-activate the security alarm system and make all the necessary preparations to receive patients.
- To ensure all health & safety checks are undertaken within the desired timescales as indicated in the practices Health & Safety policy.
- To ensure that the premises is totally secured at the end of the day, the security alarm system is activated and internal lighting and relevant electrical equipment has been switched off.
Job description
Job responsibilities
Job responsibilities
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
Duties and Responsibilities:
Administration
- To have a thorough knowledge of all practice procedures.
- To work in accordance to written protocols
- To scan incoming correspondence and save in medical records
- To manage repeat prescription requests
- To open and distribute incoming communications that arrive via email or post
- To manage and action team and individual tasks / clinical requests.
- To photocopy as requested
- To ensure couriers are in receipt of all required documentation and samples at the appropriate time
Reception
- To ensure an effective and efficient reception service is provided to patients and any other visitors to the practice.
- To answer telephone calls promptly and effectively
- To deal with all general enquiries, explain practice procedures and protocols and make new and follow-up appointments
- To use your own judgement and communication skills to ensure that patients with no prior appointment but who need urgent consultation are triaged appropriately and seen in a logical and non-disruptive manner
- To explain practice arrangements and formal requirements to patients, including new registrations and those seeking temporary cover, ensuring the correct procedures are completed.
- To provide paper tokens (repeat prescriptions) issued by clinical staff to patients, ensuring details are correct and confidentiality is maintained.
- To be able to cover all reception positions as necessary
- To prepare lists and notes for all surgeries and clinics held, ensuring completion of all associated paperwork
Appointments
- To manage and process appointment requests for current / future appointments from patients by telephone and in person.
- To enter requests for home visits on the on-call list, ensuring careful recording of all relevant details and where necessary to refer to the duty doctor immediately
Computer
- To electronically handle and process sensitive and confidential patient information accurately and efficiently via the practice clinical computer system, maintaining the data quality of patients electronic healthcare records.
- To process any changes to patient contact details.
- To process electronic communications from patients and external agencies.
- To ensure IT server is backed up on a daily basis.
Telephone
- To receive and make telephone calls as required, including diverting calls and taking messages as appropriate, ensuring accuracy of detail and prompt appropriate delivery.
- Have working knowledge of telephone system, during and out of hours.
Other Tasks
- To open up premises at the start of the day on arrival, de-activate the security alarm system and make all the necessary preparations to receive patients.
- To ensure all health & safety checks are undertaken within the desired timescales as indicated in the practices Health & Safety policy.
- To ensure that the premises is totally secured at the end of the day, the security alarm system is activated and internal lighting and relevant electrical equipment has been switched off.
Person Specification
Qualifications
Essential
- Good standard of general education, including written English
Desirable
- Evidence of commitment to own personal and professional development
Experience
Essential
- Experience of working in a busy administrative / office environment
- Maintenance of accurate computer-based records
Desirable
- Experience of working in an NHS setting
- Experience of working in primary care
- Working knowledge of SystmOne or EMIS clinical system
Person Specification
Qualifications
Essential
- Good standard of general education, including written English
Desirable
- Evidence of commitment to own personal and professional development
Experience
Essential
- Experience of working in a busy administrative / office environment
- Maintenance of accurate computer-based records
Desirable
- Experience of working in an NHS setting
- Experience of working in primary care
- Working knowledge of SystmOne or EMIS clinical system
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.