Patient Services Advisor
Lakeside Healthcare Group
The closing date is 24 November 2024
Job summary
This is a position working within the reception team answering incoming calls to the surgery and dealing with reception related administration work. It will also involve working on the reception desk and receiving patients and other visitors to the surgery and dealing with their queries. You will be trained on all the relevant procedures for the department.
Main duties of the job
Key Responsibilities will be
1 answering the telephone
2- working on the front desk
3 issuing prescriptions
4- completing reception related administration work
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.
About the Practice/Department/Team
The Patient Services teams are made up of reception/prescription/secretary and administration. All of which are an integral part of the running of the surgery.
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 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
- To carry out specific administrative tasks
- Fax and photocopying as requested
Reception
- Receiving patients and consulting with members of the practice team
- Handing completed repeat prescriptions to the patient and checking names and address
- Be able to cover all reception positions as necessary
- Keeping the reception area, notice-boards and leaflet dispensers tidy and 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
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
- Process repeat prescription requests in accordance with practice guidelines
Telephone
- Have working knowledge of the telephone system
Other Tasks
- Clear consulting rooms after surgeries of patient paperwork
- Restocking of consulting rooms of stationary
- Ensure building security having thorough knowledge of doors/windows/alarm
- Duties may be varied from time to time under the direction of the Practice Director/ Reception Team Leader dependent on current and evolving practice workload and staffing levels.
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 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
- To carry out specific administrative tasks
- Fax and photocopying as requested
Reception
- Receiving patients and consulting with members of the practice team
- Handing completed repeat prescriptions to the patient and checking names and address
- Be able to cover all reception positions as necessary
- Keeping the reception area, notice-boards and leaflet dispensers tidy and 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
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
- Process repeat prescription requests in accordance with practice guidelines
Telephone
- Have working knowledge of the telephone system
Other Tasks
- Clear consulting rooms after surgeries of patient paperwork
- Restocking of consulting rooms of stationary
- Ensure building security having thorough knowledge of doors/windows/alarm
- Duties may be varied from time to time under the direction of the Practice Director/ Reception Team Leader dependent on current and evolving practice workload and staffing levels.
Person Specification
Qualifications
Essential
- Good standard of education
Desirable
- Customer Service qualification
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.
Person Specification
Qualifications
Essential
- Good standard of education
Desirable
- Customer Service qualification
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.
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.
