Job summary
Lister House Surgery (Wiveliscombe, Somerset) are looking for a part-time Patient Services Advisor (Receptionist / Administrator) to join their busy and successful team on a permanent basis.
This is a busy General Practice (GP) Surgery and the role of Patient Services Advisor will involve answering the telephone, booking appointments, supporting patients with general queries, generating prescription requests and greeting patients on arrival.
The working hours available are 16 hours per week, within the following pattern:
Mondays: 08:30-17:30
Wednesdays: 14:30-18:30
Fridays: 14:30-18:30
The rate of pay is £12:00 per hour starting rate, increasing to
£12.50 per hour once a successful 6-month probation period has been completed.
Please see attached our range of excellent employee benefits, including the ability to join the NHS or NEST pensions.
Main duties of the job
This role requires excellent communication skills both over the phone and face-to-face in a busy and fast paced surgery.
You will provide administration and reception duties for the the surgery which will include assisting and directing patients in accessing the appropriate services or healthcare professional and undertake a variety of administrative duties to assist in the smooth running of the surgery, in accordance with agreed procedures, protocols and timescales.
You will need to be able to work accurately and prioritise your own workload effectively while working as part of a team, while also meeting competing deadlines. You will also be confident to proactively alert management / clinical staff to issues of quality, risk and safeguarding, as part of your daily role.
You will have sound IT skills and experience of using packages such as MS Office (Outlook, Word etc.).
Knowledge of the NHS / General Practice would be desirable, but not essential.
About us
Lister House Surgery provides patient care to the whole of Wiveliscombe and the surrounding community. Our team includes different medical professionals including GPs, Advanced Nurse Practitioners, Practice Nurses, Health Coaches, Musculoskeletal Physiotherapists and Pharmacists, and we work closely with community teams including District Nurses, Heath Visitors and Midwives.
Job description
Job responsibilities
- Identify
and book appointments and home visits in line with practice protocols,
including cross-organisation bookings.
- Search for,
register if necessary and book onto the computer system patients as they
present at the desk.
- Deal with
enquiries, signposting and requests, either face to face or over the
telephone from a variety of external sources, such as patients, relatives,
clinical team, hospital, pathology, and work colleagues.
- Deal with
distressed/aggressive patients safely and appropriately as they present at
the desk or over the telephone
- Be able to
prioritise patients in need of urgent medical attention who present to
reception in person or telephone in and direct them to the correct
clinical intervention/appointment
Job description
Job responsibilities
- Identify
and book appointments and home visits in line with practice protocols,
including cross-organisation bookings.
- Search for,
register if necessary and book onto the computer system patients as they
present at the desk.
- Deal with
enquiries, signposting and requests, either face to face or over the
telephone from a variety of external sources, such as patients, relatives,
clinical team, hospital, pathology, and work colleagues.
- Deal with
distressed/aggressive patients safely and appropriately as they present at
the desk or over the telephone
- Be able to
prioritise patients in need of urgent medical attention who present to
reception in person or telephone in and direct them to the correct
clinical intervention/appointment
Person Specification
Knowledge and skills
Essential
- Computer literate and good keyboard skills
- Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
- Excellent organisational skills
- Strong attention to detail and the ability to transfer accurate information
- Work well under pressure
- Use own initiative within clear boundaries, seeking advice when necessary
- Demonstrate enthusiasm and a strong sense of teamwork
- Ability to complete tasks to a high standard with frequent interruptions
Desirable
- Knowledge of medical terminology
- Knowledge of the NHS/General Practice
Qualifications
Essential
- English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3) (E)
Experience
Essential
- Experience of working within a team
- Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures
Desirable
- Experience of working in a customer focused environment
- Experience of working within an administration team
- Experience of working in the NHS or similar health care setting
- Awareness of clinical systems such as EMIS
Person Specification
Knowledge and skills
Essential
- Computer literate and good keyboard skills
- Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
- Excellent organisational skills
- Strong attention to detail and the ability to transfer accurate information
- Work well under pressure
- Use own initiative within clear boundaries, seeking advice when necessary
- Demonstrate enthusiasm and a strong sense of teamwork
- Ability to complete tasks to a high standard with frequent interruptions
Desirable
- Knowledge of medical terminology
- Knowledge of the NHS/General Practice
Qualifications
Essential
- English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3) (E)
Experience
Essential
- Experience of working within a team
- Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures
Desirable
- Experience of working in a customer focused environment
- Experience of working within an administration team
- Experience of working in the NHS or similar health care setting
- Awareness of clinical systems such as EMIS
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.
