Job summary
We are looking for two Patient Services Team Assistants to join our team at Hope Farm Medical Centre. We are looking for candidates with strong customer service skills, excellent communication and telephony skills and the ability to work under pressure with a smile. If you are a highly organised and responsive team player, who continually strives to provide high quality work and indentifying areas for improvement, we want to hear from you. You will be rewarded with a key role within the medical centre that is central to delivering great access and service to our patients.
Previous experience in a similar role would be advantageous, but comprehensive training will be provided to the successful candidate.
Main duties of the job
The two positions we have available are for 25.5 hours per week within our Patient Services Team.
Position 1:Monday, Wednesday and Friday covering 8am until 5.30pm or 9am until 6.30pm on rotation.
Position 2:Wednesday, Thursday and Friday covering 8am until 5.30pm or 9am until 6.30pm on rotation.
There is a rotation to cover enhanced access between 6.30pm until 8pm on a 1 in 14 week rotation.
Within this role you will 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 Managing Associate Partner. 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
We are a friendly, forward thinking medical centre with 5 GP partners & 3 salaried GPs. Our multidisciplinary team include a wider range of experts including occupational therapists, clinical pharmacists, physiotherapists, nurse associates and GP Assistants, dieticians and social prescribing link workers. Our patient list size is 13,470 with good patient feedback and engagement, due to high patient experience, continuity and access.
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 centred is at the heart of our decisions
- 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
Primary responsibilities for Patient Services Team Assistant
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
Primary responsibilities for Patient Services Team Assistant
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
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
Other
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
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
- 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
- Experience of working in a health care setting
- NHS / Primary Care General Practice experience
- EMIS user skills
Person Specification
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
Other
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintains confidentiality at all times
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
- 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
- Experience of working in a health care setting
- NHS / Primary Care General Practice experience
- EMIS user skills
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.
