Patient Services Advisor

Lakeside Healthcare Group

Information:

This job is now closed

Job summary

  • Do you have excellent customer service skills?
  • Do you thrive in a busy, fast paced environment?
  • Are you an organised person with great attention to detail?

If you answered yes to any of these questions, we would like to hear from you!

We have a great opportunity for the right candidate to join our patient services team. We are looking for someone with a passion for primary care and the drive to support our clinical service.

Main duties of the job

You will be assisting and directing patients toward the appropriate service or healthcare professional in a courteous, efficient, and effective way. Duties include:

  • Processing appointment requests from patients including on the day and future appointments; both face to face and over the telephone.
  • Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
  • Office admin duties such as sending letters to patients and new patient registrations.
  • 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.

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/Department/Team

Here at the Hereward Practice, we aim to provide the best care and service to our patients in a busy department. We are a small, friendly reception team who work hard to ensure patients needs are met adequately.

We look after 12,000 patients at the practice, so this is a very fast paced working environment which makes it an exciting and rewarding place to work.

Date posted

19 September 2024

Pay scheme

Other

Salary

£11.60 an hour

Contract

Permanent

Working pattern

Part-time

Reference number

A3007-24-0255

Job locations

Hereward Group Practice

Exeter Street

Bourne

Lincolnshire

PE10 9XR


Job description

Job responsibilities

Facilitate effective communication when receiving, assisting and directing patients, ensuring the patient accesses the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive, friendly and caring image to patients and other visitors, either in person or via the telephone.

Job Responsibilities:

Reception

  • Greeting patients and assisting with queries
  • Consulting with members of the practice team
  • Keeping the reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter
  • Process incoming mail received over the reception desk
Be able to cover all reception positions necessary

Administration

  • Have a thorough knowledge of all practice procedures
  • Work in accordance with written protocols
  • Carry out specific administrative tasks
  • Email external agencies and photocopy documents as requested
  • Assess online consultations "Doctrins" received by the Practice and allocate accordingly

Appointments

  • Process appointment requests from patients for on the day and future appointments by telephone and in person
  • Deal with home visit requests

Computer

  • Computer data entry and medical records new patient registrations, scanning of administrative documents, process patient change of name address have knowledge of Practice area
  • Process repeat prescription requests in accordance with practice guidelines

Telephone

  • Have working knowledge of the telephone system

Other Responsibilities

  • Ensure building security have thorough knowledge of doors/windows/alarm
  • Duties may be varied from time to time under the direction of the Practice Manager/ Office Manager/ Reception Team Leader dependant on current and evolving practice workload and staffing levels.
  • Reception duties for our Enhanced Access service, on a rota basis alongside all other Patient Services Advisors and Administrators. We are open 2 evenings per week 6:30pm to 8pm and occasional Saturdays 9am-2pm.

Job description

Job responsibilities

Facilitate effective communication when receiving, assisting and directing patients, ensuring the patient accesses the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive, friendly and caring image to patients and other visitors, either in person or via the telephone.

Job Responsibilities:

Reception

  • Greeting patients and assisting with queries
  • Consulting with members of the practice team
  • Keeping the reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter
  • Process incoming mail received over the reception desk
Be able to cover all reception positions necessary

Administration

  • Have a thorough knowledge of all practice procedures
  • Work in accordance with written protocols
  • Carry out specific administrative tasks
  • Email external agencies and photocopy documents as requested
  • Assess online consultations "Doctrins" received by the Practice and allocate accordingly

Appointments

  • Process appointment requests from patients for on the day and future appointments by telephone and in person
  • Deal with home visit requests

Computer

  • Computer data entry and medical records new patient registrations, scanning of administrative documents, process patient change of name address have knowledge of Practice area
  • Process repeat prescription requests in accordance with practice guidelines

Telephone

  • Have working knowledge of the telephone system

Other Responsibilities

  • Ensure building security have thorough knowledge of doors/windows/alarm
  • Duties may be varied from time to time under the direction of the Practice Manager/ Office Manager/ Reception Team Leader dependant on current and evolving practice workload and staffing levels.
  • Reception duties for our Enhanced Access service, on a rota basis alongside all other Patient Services Advisors and Administrators. We are open 2 evenings per week 6:30pm to 8pm and occasional Saturdays 9am-2pm.

Person Specification

Experience

Essential

  • Customer Service Skills
  • Experience of working in a busy & multi-functional team.
  • Call centre experience or equivalent

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 & multi-functional team.
  • Call centre experience or equivalent

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.

Employer details

Employer name

Lakeside Healthcare Group

Address

Hereward Group Practice

Exeter Street

Bourne

Lincolnshire

PE10 9XR


Employer's website

https://www.lakesidehealthcaregroup.co.uk (Opens in a new tab)


Employer details

Employer name

Lakeside Healthcare Group

Address

Hereward Group Practice

Exeter Street

Bourne

Lincolnshire

PE10 9XR


Employer's website

https://www.lakesidehealthcaregroup.co.uk (Opens in a new tab)


For questions about the job, contact:

Date posted

19 September 2024

Pay scheme

Other

Salary

£11.60 an hour

Contract

Permanent

Working pattern

Part-time

Reference number

A3007-24-0255

Job locations

Hereward Group Practice

Exeter Street

Bourne

Lincolnshire

PE10 9XR


Privacy notice

Lakeside Healthcare Group's privacy notice (opens in a new tab)