Job summary
Are you ready to
embark on a rewarding career as a Patient Services Advisor with our dynamic and
innovative group of GP Practices in Headington and the surrounding area? We are
seeking compassionate, empathetic and positive individuals with a passion for
excellent customer service and communication skills, a knack for technology and
a commitment for delivering excellence in a fast-paced call centred
environment. While prior call centre experience is desirable, it is not a
deal-breaker we provide comprehensive training to ensure your success in the
role.
As a Patient
Services Advisor, you will be at the forefront of our commitment to enhancing
the well-being of the communities we serve. If you are eager to contribute to
our mission, we would love to welcome you to join our team.
Main duties of the job
Responding to
patient inquiries over phone
Warm reception of
patients during in-person visits
Assisting patients
during in-person visits
Addressing their questions and concerns
About us
Join a team that
has successfully managed public health initiatives, fostered collaborations
with neighbouring practices and actively participated in the Covid Vaccination
programme, making a tangible difference in the lives of our patients. Our
workplace culture places a strong emphasis on staff well-being, offering team
building activities like Annual Away Days, exciting staff outings (including a
boat trip this summer), and legendary summer and Christmas parties. We also
have a Hedena running club for all those interested!
Located in the
heart of Oxford next to a beautiful park, our office boasts free on-site staff
parking, a sunny Quad for morning coffees, and regular deliveries of fresh
fruit and homemade treats, enhancing the overall work environment. With a focus
on work-life balance, we operate from 8 am to 6 pm (8 am 8 pm on Wednesdays and
Thursdays), with a Saturday morning clinic on a rotational basis for all
Patient Services Advisors.
Don't miss the
chance to be part of a team that values your contribution. Apply today and
discover a fulfilling career with competitive compensation starting from £12.00
per hour, along with benefits such as additional leave, a company pension, free
on-site parking, referral programs, and store discounts. Act quickly, as we may
close the vacancy early with a high number of applicants. We look forward to
welcoming you to our innovative and friendly team at Hedena!
Job description
Job responsibilities
Overall Responsibility:
Purpose of the post: as a Patient Services advisor you will be working in a small but dynamic team and in many cases you will be the first person that a patient comes into contact with. Your role is to ensure that a patient is given the most appropriate appointment at the earliest opportunity. You will deal with all patients in a professional and friendly manner.
Front Desk
Main duties:
Welcome patients/visitors at the front desk and respond to all requests in a friendly, helpful, and courteous manner
Explain arrangements and formal requirements for new registrations and ensure documentation/registration process is completed correctly.
Ensure each new patient is given a registration pack which includes the registration form, patient questionnaire, information on the OCS, SCR and relevant opt out forms.
Advise patients of private charges before booking non-NHS appointments and receive payments/issue receipts.
Educate patients about the services offered and systems at Hedena Health including:
- Named Doctor System
- Telephone Consultations/Appointment System
- Appointments Online signup
- SMS Text reminders
- Nurse Minor Illness
- Chronic disease recalls
- Triage/Home Visits
- Repeat prescribing process
- Be completely familiar with the appointments system and monitor the flow of patients to consulting rooms.
Advise patients if the clinician is running more than 15minutes late
Receive/store/prepare samples for collection according to protocol
Receive deliveries and advise addressee of arrivalEnsure that workstations and the reception area in general are kept neat and tidy.
Accepting messages for nurses, doctors and requests for prescriptions.
To maintain patient confidentiality at all times.
To assist patients wanting to book in for appointments, using the self-check in systems (touch screens) - noting and resolving any discrepancies
Provide assistance to patients on the services provided at Hedena Health
To ensure that the reception and waiting area (including patient reading material) are kept tidy and are welcoming to patients.
Report back to relevant colleagues on individual patients when required
Ensure that prescription requests are actioned promptly, and that repeat prescription requests are dealt with within 48 hours according to protocol.
Job description
Job responsibilities
Overall Responsibility:
Purpose of the post: as a Patient Services advisor you will be working in a small but dynamic team and in many cases you will be the first person that a patient comes into contact with. Your role is to ensure that a patient is given the most appropriate appointment at the earliest opportunity. You will deal with all patients in a professional and friendly manner.
Front Desk
Main duties:
Welcome patients/visitors at the front desk and respond to all requests in a friendly, helpful, and courteous manner
Explain arrangements and formal requirements for new registrations and ensure documentation/registration process is completed correctly.
Ensure each new patient is given a registration pack which includes the registration form, patient questionnaire, information on the OCS, SCR and relevant opt out forms.
Advise patients of private charges before booking non-NHS appointments and receive payments/issue receipts.
Educate patients about the services offered and systems at Hedena Health including:
- Named Doctor System
- Telephone Consultations/Appointment System
- Appointments Online signup
- SMS Text reminders
- Nurse Minor Illness
- Chronic disease recalls
- Triage/Home Visits
- Repeat prescribing process
- Be completely familiar with the appointments system and monitor the flow of patients to consulting rooms.
Advise patients if the clinician is running more than 15minutes late
Receive/store/prepare samples for collection according to protocol
Receive deliveries and advise addressee of arrivalEnsure that workstations and the reception area in general are kept neat and tidy.
Accepting messages for nurses, doctors and requests for prescriptions.
To maintain patient confidentiality at all times.
To assist patients wanting to book in for appointments, using the self-check in systems (touch screens) - noting and resolving any discrepancies
Provide assistance to patients on the services provided at Hedena Health
To ensure that the reception and waiting area (including patient reading material) are kept tidy and are welcoming to patients.
Report back to relevant colleagues on individual patients when required
Ensure that prescription requests are actioned promptly, and that repeat prescription requests are dealt with within 48 hours according to protocol.
Person Specification
Qualifications
Essential
- GCSE Qualified
- A-Levels Qualified
Experience
Essential
- Customer Service Skills
- IT Skills
- Communication Skills
Person Specification
Qualifications
Essential
- GCSE Qualified
- A-Levels Qualified
Experience
Essential
- Customer Service Skills
- IT Skills
- Communication Skills
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.
