Job summary
We are a friendly and supportive GP practice, delivering high levels of patient care, which prides itself on our positive patient feedback. As one of the practice ambassadors we are seeking an outgoing person with a can-do friendly attitude to join our Patient Services Team.
Main duties of the job
To be responsible for undertaking a wide range of reception,
administrative and care navigation duties and the provision of general support to
the multidisciplinary team at Hope Farm Medical Centre. The Patient Services Team
forms an important part of the operational team and work under the direction of
the Operations Manager Practice & Patient Services Team. Specific duties can
include but are not limited to, greeting and directing patients, patient
registration, booking appointments, processing of information (electronic and
hard copy) and assisting patients as required. To act as the central point of
contact for patients, the distribution of information, messages and enquiries
for the clinical team, liaising with multidisciplinary team members and
external agencies such as secondary care and community service providers.
About us
With an
appetite for innovation and creativity, underpinned by a strong belief in
traditional primary care values, Hope Farm Medical Centre nurtures a culture
which is modern, vibrant, forward-thinking and caring. Enabling people to
access a medical practice that is at the heart of the community where each
and every patient matters.
Values
Build
trust and respect through communication
Strive
for quality in everything we do
We work
hard as a team, but with a sense of humour
Being
patient centre is at the heart of our decision
Build
empathy through our actions
Be
approachable and listen to colleagues and service users
Build a
positive team and family spirit
Job description
Job responsibilities
The following are the core responsibilities of the Patient Services Assistant. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Patient Services Assistant is responsible for:
- Maintaining and monitoring the practice appointment system and process patient requests for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Through Care Navigation, process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
- Processing internal tasks as directed by the clinical team
- Process incoming and outgoing mail
- As required support Medicines Manager in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Read code data on EMIS
- Photocopy documentation as required
- File and store records as required
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patients healthcare records as necessary
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records
- Manage all queries (including administrative queries) as necessary in an efficient manner
- Carry out system searches as requested
- Maintain a clean, tidy, effective working area at all times
- Monitor and maintain the reception area and notice boards
- Support all clinical staff with general tasks as requested
Job description
Job responsibilities
The following are the core responsibilities of the Patient Services Assistant. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels.
The Patient Services Assistant is responsible for:
- Maintaining and monitoring the practice appointment system and process patient requests for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Through Care Navigation, process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
- Processing internal tasks as directed by the clinical team
- Process incoming and outgoing mail
- As required support Medicines Manager in the management of repeat prescriptions, ensuring they are processed accurately and efficiently
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Read code data on EMIS
- Photocopy documentation as required
- File and store records as required
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patients healthcare records as necessary
- Scanning of patient related documentation and attaching scanned documents to patients healthcare records
- Manage all queries (including administrative queries) as necessary in an efficient manner
- Carry out system searches as requested
- Maintain a clean, tidy, effective working area at all times
- Monitor and maintain the reception area and notice boards
- Support all clinical staff with general tasks as requested
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- Good standard of education with excellent literacy and numeracy skills; GCSE Mathematics & English (C or above)
Desirable
- NVQ Level 2 in Health and Social Care
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in a health care setting
- NHS / Primary Care General Practice experience
Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Microsoft
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Strong problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative; operates calmly and effectively
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solutions focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- Good standard of education with excellent literacy and numeracy skills; GCSE Mathematics & English (C or above)
Desirable
- NVQ Level 2 in Health and Social Care
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in a health care setting
- NHS / Primary Care General Practice experience
Skills
Essential
- Excellent communication skills (written, oral and presenting)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Microsoft
- Effective time management (Planning & Organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Strong problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative; operates calmly and effectively
- Motivated and proactive
- Ability to use initiative and judgement
- Forward thinker with a solutions focused approach
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
