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.
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.
