Job summary
As a key member of the Patient Services team you will
be responsible for providing an efficient reception
function that includes some specific administration duties.
Main duties of the job
To ensure the front of house service of
meeting and greeting is welcoming and portrays our standards of high quality,
professional and patient-focused care.
To ensure a high focus on customer
satisfaction by dealing with queries in a speedy and accurate manner, applying emotionally
conscious responses as relevant.
To deal with patients and visitors in a
courteous manner, using your skills to ensure matters are dealt with
efficiently; providing effective management to patient demand, and reducing
undue delay or queues at the front desk/phones
To work to protocols with regard
booking appointments, repeat prescriptions, ordering of patient transport
including emergency ambulances and all other duties as explained to you by the Patient
Services Manager.
To deal with general queries and liaise
effectively with clinicians and other staff as required.
To support clinicians during their
clinics by dealing with their queries and tasks as requested. This may be the need for some stock in their
rooms, following up an appointment with the hospital, or other ad hoc requests.
To provide chaperoning service where
requested by the clinician and/or patient.
To ensure patient confidentiality,
including the use of the computer system and visibility of the screen as well
as the transfer of written and verbal communication.
About us
We are Affinity Care Primary Care Network covering a population of over 64,000 patients over 7 GP practices and 8 sites, all in the Bradford area. Our ethos is to provide patient focused care based on the model of GP-led family orientated general practice tailored to local population needs. Our practices are highly accredited training practices, level 3 research ready sites within an embedded ethos of our learning organisation.
We are a friendly enthusiastic and hard working team with opportunities for career progression and will provide support and development for anyone demonstrating capability, enthusiasm, commitment and strong work ethic.
Benefits include:
- 5 weeks annual leave (pro rata for part time hours)
- Birthday Holiday
- Well-being day
- NHS pension
Job description
Job responsibilities
To ensure the front of house service of
meeting and greeting is welcoming and portrays our standards of high quality,
professional and patient-focused care.
To converse with patients and visitors
by speaking clearly, precisely and with confidence both over the phone and face-to-face
at the desk.
To ensure a high focus on customer
satisfaction by dealing with queries in a speedy and accurate manner, applying emotionally
conscious responses as relevant.
To signpost patients to the most
appropriate service.
To deal with patients and visitors in a
courteous manner, using your skills to ensure matters are dealt with
efficiently; providing effective management to patient demand, and reducing
undue delay or queues at the front desk/phones
To work to protocols with regard
booking appointments, repeat prescriptions, ordering of patient transport
including emergency ambulances and all other duties as explained to you by the Patient
Services Manager.
To deal with general queries and liaise
effectively with clinicians and other staff as required.
To support clinicians during their
clinics by dealing with their queries and tasks as requested. This may be the need for some stock in their
rooms, following up an appointment with the hospital, or other ad hoc requests.
Job description
Job responsibilities
To ensure the front of house service of
meeting and greeting is welcoming and portrays our standards of high quality,
professional and patient-focused care.
To converse with patients and visitors
by speaking clearly, precisely and with confidence both over the phone and face-to-face
at the desk.
To ensure a high focus on customer
satisfaction by dealing with queries in a speedy and accurate manner, applying emotionally
conscious responses as relevant.
To signpost patients to the most
appropriate service.
To deal with patients and visitors in a
courteous manner, using your skills to ensure matters are dealt with
efficiently; providing effective management to patient demand, and reducing
undue delay or queues at the front desk/phones
To work to protocols with regard
booking appointments, repeat prescriptions, ordering of patient transport
including emergency ambulances and all other duties as explained to you by the Patient
Services Manager.
To deal with general queries and liaise
effectively with clinicians and other staff as required.
To support clinicians during their
clinics by dealing with their queries and tasks as requested. This may be the need for some stock in their
rooms, following up an appointment with the hospital, or other ad hoc requests.
Person Specification
Experience
Essential
- Communication skills, both written and verbal
- Competent use of IT
- Ability to deal confidently and courteously with people both in person and over the telephone.
- Ability to work flexibly as a team member
- Able to work on own initiative and prioritise workload
- Empathetic, honest, caring
- Diplomatic and considered
- Able to work under pressure
Desirable
- Competent in the use of SystemOne
- Well -developed IT skills
Qualifications
Essential
- Experience working in a patient focused environment
- An understanding, acceptance and adherence to the need for strict confidentiality
- Reception experience in General Practice or the NHS
- GCSE English language, grade C or above (or equivalent)
Desirable
- Working knowledge of Microsoft Office applications
- NVQ 2/3 Customer service (or equivalent)
Other
Essential
- Evidence of willingness to learn and develop
- Highly motivated
- Adaptable, innovative, forward looking
- Enthusiasm, with energy and drive
- Willing to work flexible hours as necessary
Person Specification
Experience
Essential
- Communication skills, both written and verbal
- Competent use of IT
- Ability to deal confidently and courteously with people both in person and over the telephone.
- Ability to work flexibly as a team member
- Able to work on own initiative and prioritise workload
- Empathetic, honest, caring
- Diplomatic and considered
- Able to work under pressure
Desirable
- Competent in the use of SystemOne
- Well -developed IT skills
Qualifications
Essential
- Experience working in a patient focused environment
- An understanding, acceptance and adherence to the need for strict confidentiality
- Reception experience in General Practice or the NHS
- GCSE English language, grade C or above (or equivalent)
Desirable
- Working knowledge of Microsoft Office applications
- NVQ 2/3 Customer service (or equivalent)
Other
Essential
- Evidence of willingness to learn and develop
- Highly motivated
- Adaptable, innovative, forward looking
- Enthusiasm, with energy and drive
- Willing to work flexible hours as necessary
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.
