Fountains Medical Practice

Patient Services Team Member

Information:

This job is now closed

Job summary

Fountains Medical Practice is based in the Fountains Health Building in Chester City Centre. In addition to providing an excellent Primary Care Service to our patients, we provide a successful service to the care homes in Chester via our Fountains Integrated Care Home Service (FICHS).

We work closely with other practices in the within the Chester Primary Care Network and we are also a Training Practice working with Students from Chester and Buckingham Universities.

Main duties of the job

This is an amazing opportunity to join our Patient Services team within Fountains Medical Practice in Chester. Working collaboratively with the care navigation team, using your brilliant customer services skills, you will ensure patients are supported to access the care that they need.

You will bring your skills and experience to life by:

  • Deliver patient centred support to patients to access the care they need.
  • Ensuring appointments are triaged effectively through digitised systems.
  • Provide administrative support to the practice and clinicians to ensure patients care is processed correctly and efficiently.
  • Where appropriate, signposting patients to alternative care and/or provide self-management advice and support.

About us

If you think you have the drive and ambition to make a difference and meet the ever-increasing challenges that is thrown at General Practice, then we would like to hear from you.

Details

Date posted

23 January 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A4483-25-0001

Job locations

2nd Floor, Fountains Health

Delamere Street

Chester

Cheshire

CH1 4DS


Job description

Job responsibilities

Patient Service Advisors are responsible for welcoming patients, call handling and booking appointments, providing general administrative assistance to the practice team, and directing patients to the most appropriate service or healthcare professional in a friendly, positive and compassionate way.

Responsibilities:

Answer and navigate incoming calls to ensure call wait times are kept to a minimum.

Welcome patients appropriately in person and respond to all queries and requests for assistance, with kindness.

Deal with internal and external enquiries, such as taking and passing on accurate messages from patients and other associated healthcare agencies.

Process and redirect tasks from practice emails.

Take payment for private services.

Book appointments in line with written protocols, appointment and other clinical IT systems, recognise and understand life threatening situations and react accordingly.

Job description

Job responsibilities

Patient Service Advisors are responsible for welcoming patients, call handling and booking appointments, providing general administrative assistance to the practice team, and directing patients to the most appropriate service or healthcare professional in a friendly, positive and compassionate way.

Responsibilities:

Answer and navigate incoming calls to ensure call wait times are kept to a minimum.

Welcome patients appropriately in person and respond to all queries and requests for assistance, with kindness.

Deal with internal and external enquiries, such as taking and passing on accurate messages from patients and other associated healthcare agencies.

Process and redirect tasks from practice emails.

Take payment for private services.

Book appointments in line with written protocols, appointment and other clinical IT systems, recognise and understand life threatening situations and react accordingly.

Person Specification

Experience

Essential

  • Essential
  • Experience of a front-facing customer role
  • Experience of administration tasks

Desirable

  • Desirable
  • NHS/Primary care general practice experience
  • Experience in busy call handling environment
  • Experience using healthcare systems, such as EMIS.

Qualifications

Essential

  • GCSE Grades 4-9 or equivalent in Maths and English

Desirable

  • NVQ level 2 or equivalent in customer care
Person Specification

Experience

Essential

  • Essential
  • Experience of a front-facing customer role
  • Experience of administration tasks

Desirable

  • Desirable
  • NHS/Primary care general practice experience
  • Experience in busy call handling environment
  • Experience using healthcare systems, such as EMIS.

Qualifications

Essential

  • GCSE Grades 4-9 or equivalent in Maths and English

Desirable

  • NVQ level 2 or equivalent in customer care

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

Fountains Medical Practice

Address

2nd Floor, Fountains Health

Delamere Street

Chester

Cheshire

CH1 4DS


Employer's website

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

Employer details

Employer name

Fountains Medical Practice

Address

2nd Floor, Fountains Health

Delamere Street

Chester

Cheshire

CH1 4DS


Employer's website

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

Employer contact details

For questions about the job, contact:

Operations Manager

Sarah Critchley

s.critchley@nhs.net

01244325721

Details

Date posted

23 January 2025

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Part-time

Reference number

A4483-25-0001

Job locations

2nd Floor, Fountains Health

Delamere Street

Chester

Cheshire

CH1 4DS


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