Job summary
This is a fast paced environment
and we are looking for a team player. The Patient Services Officer (PSO) will
act as a first point of contact for anyone accessing the Practice. To
thrive in this role, the post holder will need to enjoy the challenge of dealing
with patient issues and queries. They will be required to display empathy and
understanding and use exceptional problem solving skills, combined with a
passion for helping and assisting others. Furthermore, the post holder will
also enjoy working closely as a team to achieve shared objectives and ensure
daily priorities are delivered. Patients expect a high standard of healthcare
and outstanding customer service, so working as a team to meet and manage these
expectations is important.
The working hours for this position are outlined below, but are open to discussion during the interview process:
Monday DAY OFF
Tuesday 13.30 - 19.00
Wednesday 08.00 - 13.00
Thursday 08.00 - 16.30
Friday 08.00 - 18.00
Total 28 hours
Main duties of the job
Regular duties within this role
will be dealing with telephone, face to face and electronic queries, booking and/or amending patient appointments,
contacting patients to provide information from the clinical team and assisting
patients to access our services and those available in the wider community. The roles and responsibilities may
change according to the business requirements.
About us
Lion Health has a registered population of around 28,000 patients and has a dedicated team of GPs, ANP's, Physicians Associates, Paramedics, Practice Nurses and Healthcare Assistants therefore this role is crucial in supporting the general running of a busy Practice.
Benefits to you:
- NHS pension scheme
- On-site, free parking
- On-site gym
- Sick pay
- Competitive Annual leave
Job description
Job responsibilities
Reception
The post holder will:
- Meet and greet patients and visitors at our Front Desk
- Process personal and telephone requests for appointments, telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Register new patients, checking all details for accuracy and entering on to our computer system
- Ensure all reception admin tasks are completed within the required timescale.
- Receive and record money for private fees from patients.
- Process Patient Access requests.
- Process repeat prescription requests within agreed practice timescales.
- Processing and distributing paper correspondence received into practice.
- Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying and scanning.
- Act as a Chaperone for clinicians when required.
- Perform any other relevant and reasonable duties that may be requested by the Practice Manager, Management team or Partners.
Quality & Compliance
The post holder will:
- Process and record information in accordance with practice procedures.
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other departments to meet organisational needs.
- Effectively manage own time, workload and resources.
Communication
The post holder will:
- Recognise the importance of effective communication within the team
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
- Develop harmonious and effective relationships across all practice teams and with patients.
Personal/Professional Development
The post-holder will:
- Participate in any training programme implemented by the Practice as part of their role and employment including that relating to organisational standards and changes in software or systems
- Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Data Protection & Confidentiality
The post holder will:
- Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
- Maintain an awareness of the Freedom of Information Act.
- Information relating to patients, carers, colleagues, other healthcare workers to 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.
Safeguarding
It is the responsibility of every member of staff to safeguard and protect vulnerable adults, children and young people from abuse. All staff are expected to undertake mandatory training relevant to the role. All staff should familiarise themselves with the relevant Policies on Safeguarding.
Equality and Diversity
The post holder will:
- Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
- Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behave in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
- Not treat staff, patients or visitors less favourably because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
Health & Safety
The post-holder will:
- Manage their own and others health and safety and infection control as defined in the Practices policies.
- Comply with Practice health and safety policies by following agreed safe working procedures
- Actively report health and safety hazards and infection hazards immediately
- Undertake periodic infection control training
Disclosure and Barring Service Check
The 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.
Job description
Job responsibilities
Reception
The post holder will:
- Meet and greet patients and visitors at our Front Desk
- Process personal and telephone requests for appointments, telephone consultations and ensuring callers are directed to the appropriate healthcare professional
- Register new patients, checking all details for accuracy and entering on to our computer system
- Ensure all reception admin tasks are completed within the required timescale.
- Receive and record money for private fees from patients.
- Process Patient Access requests.
- Process repeat prescription requests within agreed practice timescales.
- Processing and distributing paper correspondence received into practice.
- Providing clerical assistance to practice staff as required, including word/data processing, filing, photocopying and scanning.
- Act as a Chaperone for clinicians when required.
- Perform any other relevant and reasonable duties that may be requested by the Practice Manager, Management team or Partners.
Quality & Compliance
The post holder will:
- Process and record information in accordance with practice procedures.
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance.
- Work effectively with individuals in other departments to meet organisational needs.
- Effectively manage own time, workload and resources.
Communication
The post holder will:
- Recognise the importance of effective communication within the team
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
- Develop harmonious and effective relationships across all practice teams and with patients.
Personal/Professional Development
The post-holder will:
- Participate in any training programme implemented by the Practice as part of their role and employment including that relating to organisational standards and changes in software or systems
- Participate in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
- Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Data Protection & Confidentiality
The post holder will:
- Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
- Maintain an awareness of the Freedom of Information Act.
- Information relating to patients, carers, colleagues, other healthcare workers to 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.
Safeguarding
It is the responsibility of every member of staff to safeguard and protect vulnerable adults, children and young people from abuse. All staff are expected to undertake mandatory training relevant to the role. All staff should familiarise themselves with the relevant Policies on Safeguarding.
Equality and Diversity
The post holder will:
- Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
- Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
- Behave in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
- Not treat staff, patients or visitors less favourably because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.
Health & Safety
The post-holder will:
- Manage their own and others health and safety and infection control as defined in the Practices policies.
- Comply with Practice health and safety policies by following agreed safe working procedures
- Actively report health and safety hazards and infection hazards immediately
- Undertake periodic infection control training
Disclosure and Barring Service Check
The 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.
Person Specification
Experience
Essential
- Experience working in customer services/ public facing roles
Desirable
- Experience working in a GP reception environment
- Experience of using EMIS Web clinical system (full training is available)
Qualifications
Essential
- Minimum 5 GCSEs grades A* - C / 9-4 or equivalent to include Maths and English
Desirable
- NVQ Level 3 Business/admin
Knowledge and Skills
Essential
- Excellent communication (oral and written) and inter personal skills
- Excellent keyboard and computer skills
Desirable
- Knowledge of Medical Terminology
Qualities and Attributes
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality
- A demonstrable commitment to professional development
-
- Ability to use own judgement, resourcefulness and common sense
- Ability to listen and empathise
- Good time management
- Confident, reliable and self-reliant
- Positive attitude to change and a pro-active approach but also pragmatic and realistic
- Ability to work as part of an integrated multi-skilled team
- Methodical and organised
Person Specification
Experience
Essential
- Experience working in customer services/ public facing roles
Desirable
- Experience working in a GP reception environment
- Experience of using EMIS Web clinical system (full training is available)
Qualifications
Essential
- Minimum 5 GCSEs grades A* - C / 9-4 or equivalent to include Maths and English
Desirable
- NVQ Level 3 Business/admin
Knowledge and Skills
Essential
- Excellent communication (oral and written) and inter personal skills
- Excellent keyboard and computer skills
Desirable
- Knowledge of Medical Terminology
Qualities and Attributes
Essential
- An understanding, acceptance and adherence to the need for strict confidentiality
- A demonstrable commitment to professional development
-
- Ability to use own judgement, resourcefulness and common sense
- Ability to listen and empathise
- Good time management
- Confident, reliable and self-reliant
- Positive attitude to change and a pro-active approach but also pragmatic and realistic
- Ability to work as part of an integrated multi-skilled team
- Methodical and organised
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.