Job summary
We are looking to recruit part-time and full-time Patient Services Advisors to join our busy Reception/Telephone team in St Neots.
The Patient Services Team are a highly motivated group of amazing individuals who strive to bring the best service possible to our patients.
You will be assisting and directing patients toward the appropriate service or healthcare professional in a courteous, efficient, and effective way.
Our core hours of business are 08:00 18:00 Monday - Friday. The successful applicants will be required to work 3 or 4 full days per week from 08:00 18:00 Monday to Friday. However, the ability to cover evening clinic hours up until 20:30 on a rota basis is essential.
Main duties of the job
Main duties include:
Processing appointment requests from patients for on the day and future appointments.
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
Registration of new patients computer data entry and medical records
Ensure building security.
About us
LAKESIDE HEALTHCARE is changing the face of primary
care provision in England. We are bold, adventurous and ambitious and
determined to thrive in uncertain times. We are the largest true partnership
in the NHS and operate from various sites across the East Midlands. We serve
the healthcare needs of over 170,000 patients across Northamptonshire,
Lincolnshire & Cambridgeshire. Joining our team presents an opportunity to
be part of a large organisation that is changing the way primary care is
delivered today.
Our values
Caring & Respect: Simply put we genuinely care about
people: working together for our patients and our teams, our patients come first
in everything we do. We strive to ensure we connect and respond to all needs
with compassion, care and respect to improve the lives and wellbeing of the
communities we serve.
Teamwork & Quality: In all areas of our business we
network, collaborate and learn from our Patients, Stakeholders and each another
to ensure we are always striving to improve, making the right and best
decisions to provide the best service.
About the Practice
Lakeside St Neots is a friendly surgery run by
doctors, nurses and associated staff who know their patients and care deeply
about the quality of health provided to our community. We build upon this by
investing in people, facilities, and equipment to provide services that are
more accessible, more convenient, and more diverse within the local community.
Job description
Job responsibilities
Facilitate affective communication when receiving, assisting and directing patients, ensuring the patient accesses the appropriate service or health care 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.
Job Responsibilities:
Administration
- To have a thorough knowledge of all practice procedures
- To work in accordance with written protocols
Reception- Receiving patients and consulting with members of the practice team.
- Answering incoming calls, dealing with patient queries and directing to the most suitable person/department.
- Relaying information from the GPs to the patients in a timely manner.
- Be able to cover all reception duties as necessary.
- Keeping the reception area, notice boards and waiting areas free from obstructions and clutter.
- Appointments
Process appointment requests from patients for on the day and future appointments by telephone and in person.
- Deal with visit requests
Communication:The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
- Computer
Registration of new patients-computer data entry and medical records.
- Process patients change of address computer data and medical records (have knowledge of Practice area).
- Referring patients to other care providers when required.
Other tasks- Ensure building security having thorough knowledge of
doors/windows/alarm.
- Duties may be varied from time to time under the direction of the Patient Services Manager/Patient Services Team Leader dependenton current and evolving practice workload and staffing levels.
Confidentiality:- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.
- They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health and Safety:The post-holder will implement and lead on the full range of promotion and management their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures.
This will include:
- Using personal security systems within the workplace according to Practice guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business.
- Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Actively reporting of health and safety hazards and infection hazards immediately when recognised.
- Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the jobholders role.
- Undertaking periodic infection control training Reporting potential risks identified.
Equality and Diversity:- The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behaving in a manner that is welcoming to, of the individual, is non-judgmental, and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:The post-holder will strive to maintain quality within the Practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other agencies to meet patients needs.
- Effectively manage own time, workload and resources
Contribution to the Implementation of Services:
The post-holder will:
- Apply Practice policies, standards and guidance.
- Discuss with other members of the team(s) how the policies, standards and guidelines will affect own work.
- Participate in audit where appropriate .
- Attend meetings as appropriate.
Other Tasks
Any other reasonable tasks as allocated.
Job description
Job responsibilities
Facilitate affective communication when receiving, assisting and directing patients, ensuring the patient accesses the appropriate service or health care 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.
Job Responsibilities:
Administration
- To have a thorough knowledge of all practice procedures
- To work in accordance with written protocols
Reception- Receiving patients and consulting with members of the practice team.
- Answering incoming calls, dealing with patient queries and directing to the most suitable person/department.
- Relaying information from the GPs to the patients in a timely manner.
- Be able to cover all reception duties as necessary.
- Keeping the reception area, notice boards and waiting areas free from obstructions and clutter.
- Appointments
Process appointment requests from patients for on the day and future appointments by telephone and in person.
- Deal with visit requests
Communication:The post-holder should recognise the importance of effective communication within the team and will strive to:
Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
- Computer
Registration of new patients-computer data entry and medical records.
- Process patients change of address computer data and medical records (have knowledge of Practice area).
- Referring patients to other care providers when required.
Other tasks- Ensure building security having thorough knowledge of
doors/windows/alarm.
- Duties may be varied from time to time under the direction of the Patient Services Manager/Patient Services Team Leader dependenton current and evolving practice workload and staffing levels.
Confidentiality:- In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.
- They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health and Safety:The post-holder will implement and lead on the full range of promotion and management their own and others health, safety and security as defined in the practice Health & Safety Policy, the practice Health & Safety Manual, and the practice Infection Control policy and published procedures.
This will include:
- Using personal security systems within the workplace according to Practice guidelines
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks across the business.
- Making effective use of training to update knowledge and skills
Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
- Actively reporting of health and safety hazards and infection hazards immediately when recognised.
- Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the jobholders role.
- Undertaking periodic infection control training Reporting potential risks identified.
Equality and Diversity:- The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
- Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behaving in a manner that is welcoming to, of the individual, is non-judgmental, and respects their circumstances, feelings priorities and rights.
Personal/Professional Development:The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:
- Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality:The post-holder will strive to maintain quality within the Practice, and will:
- Alert other team members to issues of quality and risk
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other agencies to meet patients needs.
- Effectively manage own time, workload and resources
Contribution to the Implementation of Services:
The post-holder will:
- Apply Practice policies, standards and guidance.
- Discuss with other members of the team(s) how the policies, standards and guidelines will affect own work.
- Participate in audit where appropriate .
- Attend meetings as appropriate.
Other Tasks
Any other reasonable tasks as allocated.
Person Specification
Experience
Essential
- Customer Service Skills.
- Experience of working in a busy and multi-functional team.
Desirable
- Using System One (clinical database).
- Experience of working within a GP Surgery.
- A minimum of three years' experience in a customer facing environment.
- Experience of handling confidential information and data.
Qualifications
Essential
- Good standard of education.
Desirable
- Customer Service qualification
Person Specification
Experience
Essential
- Customer Service Skills.
- Experience of working in a busy and multi-functional team.
Desirable
- Using System One (clinical database).
- Experience of working within a GP Surgery.
- A minimum of three years' experience in a customer facing environment.
- Experience of handling confidential information and data.
Qualifications
Essential
- Good standard of education.
Desirable
- Customer Service qualification
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.
