Job summary
Wellington Practice is a small friendly surgery based at
Aldershot Centre for Health in Hampshire (GU11 1AY).With almost
6,500 and rising, registered patients we are a busy yet supportive team who
work closely together to ensure we deliver an excellent service to our
patients.
Our Patient Services Coordinators are not just our first
point of contact. They provide support to our clinical team, and they are
involved in a wide variety of medical admin duties that include workflow,
prescriptions, pathology and liaison with our care homes, multidisciplinary
teams plus more.
As an experienced Patient Services Coordinator, we would
expect you to demonstrate a professional telephone manner, excellent IT and
communication skills and a commitment to promoting and delivering excellent
patient centred services.
We try to keep to a fixed reception shift pattern at
Wellington which could involve working one evening a week until 19:00 and/or a
Saturday on a rota basis.Generally, this would be a Saturday as
well.We want to interview experienced candidates who are looking
for 27-30 hrs per week with agreed fixed days/shifts.Flexibility is
amustto cover for your team colleagues when absent as well
as extra demands placed on the service. We offer competitive rates of pay,
annual leave and automatic membership to the NHS Pension Scheme.
Main duties of the job
Open and closing the reception area, consulting rooms and all other
rooms
an effective and efficient reception service is provided to
patients
Book and cancel appointments
telephone calls as required.
take messages, ensuring accuracy of detail and prompt appropriate
delivery.
Communicating &
liaising
Explain registration process to new patients
Advise patients of relevant charges for private services
Process requests for repeat prescriptions
Filing scanning and workflow
Ensure that the waiting area is tidy at all times
Be able to cover all reception duties in the case of staff absence
Care Navigation and Signposting to services
Above all, the ability to communicate verbally
and on the telephone to patients and health professionals
About us
We are a GP Practice that is
growing in our list size. We are now at 6,500 patients yet three years
ago we were 3,200 so this reflects the growth of the population in Aldershot
which is under regeneration. We occupy a multi health service health
centre. There is a public car parking onsite. We are a small team
of GP,s nurses and support staff with associated PCN staff who support
practices in Aldershot. We are busy but we are friendly and supportive.
Job description
Job responsibilities
Open and closing the reception area, consulting rooms and all
other rooms in use during the normal working day
Ensure an effective and efficient reception service is provided to
patients and any other visitors to the practice.
Booking and cancelling appointments
Receive and make telephone calls as required. Transfer calls and take messages, ensuring
accuracy of detail and prompt appropriate delivery.
Communicating and liaising with the Clinical Team
Explain practice arrangements and formal requirements to new
patients wishing to register.
Advise patients of relevant charges for private services, accept
payment and issue receipts.
Accepting requests for repeat prescriptions and process as
required.
Taking messages,
requests and records/ pass information accurately
Filing, scanning &
workflow, photocopying sorting post,
Ensure that the Waiting area is kept clean and tidy at all
times.
Be able to cover all reception duties in the case of sickness and
annual leave, as necessary
Administration
To have a thorough knowledge of all Practice procedures.
To work in accordance of written protocols
Attend staff meetings and training as required
Scanning & Workflow - ensure correspondence, reports, results
etc are filed promptly and in the correct records.
Action tray to be cleared daily
Shredding of scanned letters & prescription requests
To check Doctors have a supply of Forms
& Booklets in their rooms Appointments
Process appointment requests for today and book future
appointments from patients by telephone and in person.
Enter requests for home visits into the Doctors diary, ensuring
careful recording of all relevant details and where necessary refer to Duty
Doctor. Liaise with Paramedic home visiting service when required.
Computer
Use of EMIS Web clinical system ensuring all access is relevant,
accurate and appropriate.
Process repeat prescription requests in accordance with practice
guidelines.
Ensure
computer updates are install and the PCs are logged off before leaving the
surgery in the evening.
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.
Job description
Job responsibilities
Open and closing the reception area, consulting rooms and all
other rooms in use during the normal working day
Ensure an effective and efficient reception service is provided to
patients and any other visitors to the practice.
Booking and cancelling appointments
Receive and make telephone calls as required. Transfer calls and take messages, ensuring
accuracy of detail and prompt appropriate delivery.
Communicating and liaising with the Clinical Team
Explain practice arrangements and formal requirements to new
patients wishing to register.
Advise patients of relevant charges for private services, accept
payment and issue receipts.
Accepting requests for repeat prescriptions and process as
required.
Taking messages,
requests and records/ pass information accurately
Filing, scanning &
workflow, photocopying sorting post,
Ensure that the Waiting area is kept clean and tidy at all
times.
Be able to cover all reception duties in the case of sickness and
annual leave, as necessary
Administration
To have a thorough knowledge of all Practice procedures.
To work in accordance of written protocols
Attend staff meetings and training as required
Scanning & Workflow - ensure correspondence, reports, results
etc are filed promptly and in the correct records.
Action tray to be cleared daily
Shredding of scanned letters & prescription requests
To check Doctors have a supply of Forms
& Booklets in their rooms Appointments
Process appointment requests for today and book future
appointments from patients by telephone and in person.
Enter requests for home visits into the Doctors diary, ensuring
careful recording of all relevant details and where necessary refer to Duty
Doctor. Liaise with Paramedic home visiting service when required.
Computer
Use of EMIS Web clinical system ensuring all access is relevant,
accurate and appropriate.
Process repeat prescription requests in accordance with practice
guidelines.
Ensure
computer updates are install and the PCs are logged off before leaving the
surgery in the evening.
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.
Person Specification
Experience
Essential
- GCSE Grade A to C or equivalent
- Experience of working with the general public
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- EMIS SystmOne Vision user skills
- Effective time management eg planning and organising
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Motivated
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Forward thinker
- High levels of integrity and loyalty
Desirable
- Experience of administrative duties
- Experience of working in a healthcare setting ie GP Practice
- Experience of EMIS and Docman
Qualifications
Essential
- GCSE Grade A to C or equivalent
- Experience of working with the general public
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- EMIS SystmOne Vision user skills
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Motivated
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Forward thinker
- High levels of integrity and loyalty
Desirable
- Experience of administrative duties
- Experience of working in a healthcare setting especially GP Practice
- Experience of EMIS and Docman
Person Specification
Experience
Essential
- GCSE Grade A to C or equivalent
- Experience of working with the general public
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- EMIS SystmOne Vision user skills
- Effective time management eg planning and organising
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Motivated
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Forward thinker
- High levels of integrity and loyalty
Desirable
- Experience of administrative duties
- Experience of working in a healthcare setting ie GP Practice
- Experience of EMIS and Docman
Qualifications
Essential
- GCSE Grade A to C or equivalent
- Experience of working with the general public
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- EMIS SystmOne Vision user skills
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Polite and confident
- Flexible and cooperative
- Motivated
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Forward thinker
- High levels of integrity and loyalty
Desirable
- Experience of administrative duties
- Experience of working in a healthcare setting especially GP Practice
- Experience of EMIS and Docman
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.