Job summary
The key role of patient
services staff is to provide reception and administrative duties to the
Practice, its patients, clients and visitors. It is essential that these
duties:
Are provided in a
timely and efficient way
Are responsive to the
needs of the patients, the management team and work colleagues
Contribute to
supporting the Practice within its catchment area so that it becomes both an
employer and clinical services provider of choice for the local population
Main duties of the job
- To rotate working within the reception area and the patient administration area with others within the patient services team
- To support the Team Leader in the management of the workload of clinicians to include as required:
- supporting the organisation of practice meetings and those with external agencies in a timely and efficient way including the provision of agendas and minutes for meetings
- management of a bring forward system and filing system relating to the management of the
- To undertake any reasonable duties that aid the smooth running of the practice including participating on a routine basis in the good housekeeping/domestic needs of the Practice e.g. maintenance of staff facilities and provision of refreshments
- To actively work to improve and make suggestions to promote a high quality practice
About us
Busy Inner City GP Practice in SW8.
We are a teaching practice, walking distance from Vauxhall, our practice list size is just under 11000, patient population is diverse and multiculturalwith a high numberof young patient population.
Our team is young and enthusiastic, from a variety of cultural backgrounds and different levels of experience. We value high standards of medical practice and continuity of care and we are looking for a Patient Services Officer who is committed that will complement our team.
Job description
Job responsibilities
MAWBEY GROUP PRACTICE
JOB DESCRIPTION
PATIENT SERVICES
It is important that the Practice is well positioned within the health care sector to provide effective health care to all within its catchment area. The development of Patient Services within the Practice is key to the achievement of this outcome.
Job Title: Patient Services Officer
Accountable to: Team Leader
1. Overall job role and purpose:
The key role of patient services staff is to provide reception and administrative duties to the Practice, its patients, clients and visitors.It is essential that these duties:
Are provided in a timely and efficient way
Are responsive to the needs of the patients, the management team and work colleagues
Contribute to supporting the Practice within its catchment area so that it becomes both an employer and clinical services provider of choice for the local population
2. Position in Practice
Reports to Team Leader
3. Scope and Authority
Scope of role and levels of authority are as defined within this job description. It is essential that Patient Services staff are flexible in the skills and attitude to their role, within the range of activities required for the successful achievement of effective patient outcomes. On a daily basis, individual staff will take the lead for certain areas within the job description as agreed with the Patient Services Manager. Lead responsibilities will be shared and will rotate on a regular basis to develop a core set of skills for all patient services staff. It is important that there is no division of tasks within Patient Services and that all Patient Services staff can undertake the full role required.
4. Key result areas
4.1 Within the areas of practice reception
manage all patient and visitor enquiries either face to face or by phone/ e- mail
inform and communicate with patients regarding services including an update on waiting times and access to clinical staff
make appointments as required by either the practice or the patient
take messages as appropriate ensuring that the relevant partner, clinician or manager is informed in a timely way with minimum disruption to clinic management.
provide clinical staff and visitors with refreshments as required. Provision of refreshment to be extended to patients who have been waiting for a lengthy period of time or who are waiting for results or tests to be undertaken
4.2 Patient Services
To co-ordinate practice appointments ensuring patient demand and maximum use are met, including follow up of non-attenders
To liaise with the Patient Services Manager regarding the needs of the patients and appointments process.
To respond to and resolve routine patient complaints within the structure defined by the practice
To assist access to practice services for patients who have difficulty with routine access because of mobility, communication and other reasons, e.g. housebound patients, patients who dont speak English
To measure and record patient height, weight, blood pressure and smoking status.
4.3 Patient literature
To ensure that patient information in non-clinical areas is in good condition, informative and current.
To coordinate a calendar of health promotion displays with the nursing staff in the non-clinical areas e.g. flu and travel immunisations, screening for heart disease and diabetes, child safety.
4.4 Patient administration
To register new patients with the practice, and handle registration processes and deductions
To manage correspondence received by the Practice and ensure it reaches the appropriate person
in a timely way,,taking action to reduce any delay or to inform the patient/ person who has written of
any delay e.g. annual leave recording action taken on the correspondence.
To scan patient information as appropriate.
To collect and enter on database patient data e.g. ethnicity and profiling, defined clinical data, defined summarising tasks and the transfer of manual patient records to electronic.
To ensure that clinicians have patient correspondence and results in a timely way and to undertake any administrative follow up action required such as follow-up/ to come in letters, phone calls.
To take the required administrative action regarding private medical work reports, completion of
forms and ensuring that the finance officer is informed.
To assist patients in accessing services between primary and secondary care, e.g. choose and book and other health care provision.
To issue repeat prescriptions to patients within clearly defined guidelines.
To liaise as requested with other health care staff including community staff and pharmacies
Work with the Information Management Officer regarding the day to day maintenance of practice patient information systems including the monitoring of and reporting on practice activity.
Environment
the Practice environment including work and public areas is tidy, accessible, welcoming and friendly
check (and take appropriate action) on a daily basis that all clinical areas are tidy, equipped and welcoming to patients
any risk involved in work or patient activities is identified and managed either by taking action or coordinating with the Patient Services Manager or Nursing Team Leader
General tasks
To be responsible for stock control in reception and patient administration areas
With the Patient Services Manager to develop and undertake audits and surveys of practice services
and activity.
To rotate working within the reception area and the patient administration area with others within the patient services team, ensuring that reception is fully covered for the hours required by the
Practice and that adequate handover of reception issues occur at times of breaks. e.g. lunch
breaks and including cover for annual leave and other absences.
To make purchases within the limits of petty cash.
To support the Patient Services Manager in the management of the workload of clinicians to include as required:
liaising with the Patient Services Manager for the co-ordination of annual leave and cancellation
of clinics ensuring that patients are offered alternative times
undertaking the management of designated diaries via a shared electronic diary
supporting the organisation of practice meetings and those with external agencies in
a timely and efficient way including the provision of agendas and minutes for meetings
undertaking typing and presentation of documents ranging from reports, patient literature,
and correspondence to patients and external organisations
management of a bring forward system and filing system relating to the management of the
practice and partners correspondence
manage routine correspondence in a timely way on behalf of the partners and the
management team
To undertake any reasonable duties that aid the smooth running of the practice including participating on a routine basis in the good housekeeping/domestic needs of the Practice e.g. maintenance of staff facilities and provision of refreshments.
To actively work to improve and make suggestions to promote a high quality practice.
Job description
Job responsibilities
MAWBEY GROUP PRACTICE
JOB DESCRIPTION
PATIENT SERVICES
It is important that the Practice is well positioned within the health care sector to provide effective health care to all within its catchment area. The development of Patient Services within the Practice is key to the achievement of this outcome.
Job Title: Patient Services Officer
Accountable to: Team Leader
1. Overall job role and purpose:
The key role of patient services staff is to provide reception and administrative duties to the Practice, its patients, clients and visitors.It is essential that these duties:
Are provided in a timely and efficient way
Are responsive to the needs of the patients, the management team and work colleagues
Contribute to supporting the Practice within its catchment area so that it becomes both an employer and clinical services provider of choice for the local population
2. Position in Practice
Reports to Team Leader
3. Scope and Authority
Scope of role and levels of authority are as defined within this job description. It is essential that Patient Services staff are flexible in the skills and attitude to their role, within the range of activities required for the successful achievement of effective patient outcomes. On a daily basis, individual staff will take the lead for certain areas within the job description as agreed with the Patient Services Manager. Lead responsibilities will be shared and will rotate on a regular basis to develop a core set of skills for all patient services staff. It is important that there is no division of tasks within Patient Services and that all Patient Services staff can undertake the full role required.
4. Key result areas
4.1 Within the areas of practice reception
manage all patient and visitor enquiries either face to face or by phone/ e- mail
inform and communicate with patients regarding services including an update on waiting times and access to clinical staff
make appointments as required by either the practice or the patient
take messages as appropriate ensuring that the relevant partner, clinician or manager is informed in a timely way with minimum disruption to clinic management.
provide clinical staff and visitors with refreshments as required. Provision of refreshment to be extended to patients who have been waiting for a lengthy period of time or who are waiting for results or tests to be undertaken
4.2 Patient Services
To co-ordinate practice appointments ensuring patient demand and maximum use are met, including follow up of non-attenders
To liaise with the Patient Services Manager regarding the needs of the patients and appointments process.
To respond to and resolve routine patient complaints within the structure defined by the practice
To assist access to practice services for patients who have difficulty with routine access because of mobility, communication and other reasons, e.g. housebound patients, patients who dont speak English
To measure and record patient height, weight, blood pressure and smoking status.
4.3 Patient literature
To ensure that patient information in non-clinical areas is in good condition, informative and current.
To coordinate a calendar of health promotion displays with the nursing staff in the non-clinical areas e.g. flu and travel immunisations, screening for heart disease and diabetes, child safety.
4.4 Patient administration
To register new patients with the practice, and handle registration processes and deductions
To manage correspondence received by the Practice and ensure it reaches the appropriate person
in a timely way,,taking action to reduce any delay or to inform the patient/ person who has written of
any delay e.g. annual leave recording action taken on the correspondence.
To scan patient information as appropriate.
To collect and enter on database patient data e.g. ethnicity and profiling, defined clinical data, defined summarising tasks and the transfer of manual patient records to electronic.
To ensure that clinicians have patient correspondence and results in a timely way and to undertake any administrative follow up action required such as follow-up/ to come in letters, phone calls.
To take the required administrative action regarding private medical work reports, completion of
forms and ensuring that the finance officer is informed.
To assist patients in accessing services between primary and secondary care, e.g. choose and book and other health care provision.
To issue repeat prescriptions to patients within clearly defined guidelines.
To liaise as requested with other health care staff including community staff and pharmacies
Work with the Information Management Officer regarding the day to day maintenance of practice patient information systems including the monitoring of and reporting on practice activity.
Environment
the Practice environment including work and public areas is tidy, accessible, welcoming and friendly
check (and take appropriate action) on a daily basis that all clinical areas are tidy, equipped and welcoming to patients
any risk involved in work or patient activities is identified and managed either by taking action or coordinating with the Patient Services Manager or Nursing Team Leader
General tasks
To be responsible for stock control in reception and patient administration areas
With the Patient Services Manager to develop and undertake audits and surveys of practice services
and activity.
To rotate working within the reception area and the patient administration area with others within the patient services team, ensuring that reception is fully covered for the hours required by the
Practice and that adequate handover of reception issues occur at times of breaks. e.g. lunch
breaks and including cover for annual leave and other absences.
To make purchases within the limits of petty cash.
To support the Patient Services Manager in the management of the workload of clinicians to include as required:
liaising with the Patient Services Manager for the co-ordination of annual leave and cancellation
of clinics ensuring that patients are offered alternative times
undertaking the management of designated diaries via a shared electronic diary
supporting the organisation of practice meetings and those with external agencies in
a timely and efficient way including the provision of agendas and minutes for meetings
undertaking typing and presentation of documents ranging from reports, patient literature,
and correspondence to patients and external organisations
management of a bring forward system and filing system relating to the management of the
practice and partners correspondence
manage routine correspondence in a timely way on behalf of the partners and the
management team
To undertake any reasonable duties that aid the smooth running of the practice including participating on a routine basis in the good housekeeping/domestic needs of the Practice e.g. maintenance of staff facilities and provision of refreshments.
To actively work to improve and make suggestions to promote a high quality practice.
Person Specification
Qualifications
Essential
Desirable
Experience
Essential
Desirable
- Experience in working in a GP practice and knowledge of IT systems
Skills
Essential
- Good interpersonal and communication skills
Desirable
Person Specification
Qualifications
Essential
Desirable
Experience
Essential
Desirable
- Experience in working in a GP practice and knowledge of IT systems
Skills
Essential
- Good interpersonal and communication skills
Desirable
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
