Job summary
We are seeking full-time and/or part-time Patient Services
Advisors to work in our busy reception department at Market Harborough Medical Centre. Successful applicants will join an established and friendly team, supported by a Team Leader, Reception Supervisors, and a dedicated Reception Manager. The role can be challenging but varied and full training will be provided. We support our patient services advisors to take on additional responsibilities with additional training to expand their knowledge and skills.
Candidates must have previous experience in a customer-facing role and be
able to demonstrate excellent communication skills, plus the ability to work as part of a team.
Main duties of the job
The key responsibilities of the role may include (but are not limited to):
- Answering telephone calls and speaking to patients at the front desk
- Processing administrative tasks from the wider practice team
- Liaising with external organisations
- Registering new patients on the system and processing documentation
- Working as part of the daily triage team dealing with incoming WhatsApp messages from our patients
- Covering the front desk at our Minor Injuries Unit in St Luke's Hospital
- Learning how to complete referrals for the clinical staff
About us
Market Harborough and Bosworth Partnership is excited to announce that we are recruiting additional patient services advisors to join our friendly team. Market Harborough Medical Centre will be the main location of the job and is situated within walking distance of a bustling town centre. We are the largest GP surgery in South Leicestershire, operating out of three sites: Market Harborough Medical Centre, Husbands Bosworth Surgery, and St Luke's Treatment Centre. We have 34,000 patients and 10 care homes. We have a supportive organisational culture that champions continuous learning and development for all staff. All staff are provided with an extensive induction period where they meet different teams across the business and learn how we work! We are a forward-thinking surgery that listens to feedback and acts on it, improving and updating our processes to ensure we continuously strive to deliver high-quality patient care. The reception team is instrumental in delivering this care, as the first point of contact for all patients. We provide our staff with several wellbeing initiatives such as an employee assistance programme, the bike to work scheme, and monthly wellbeing treats such as book vouchers and cakes! We host parties in both summer and Christmas time for all staff.
Job description
Job responsibilities
General Responsibilities:
- Answering telephone calls and speaking to patients at the front desk
- Processing administrative tasks from the wider practice team
- Liaising with external organisations
- Registering new patients on the system and processing documentation
- Working as part of the daily triage team dealing with incoming WhatsApp messages from our patients
- Covering the front desk at our Minor Injuries Unit in St Luke's Hospital
- Learning how to complete referrals for the clinical staff
The post-holder is expected to:
- Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies
- Attend mandatory training as identified by the practice
- Highlight potential development areas
- The post-holder must maintain the confidentiality of information about patients staff and practice business in accordance with the Data Protection Act 1998 and Caldicott principles (training provided).
- Employees must be aware of the responsibilities placed upon them under the Health and Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors (training provided).
- All members of staff have a responsibility to report all clinical and non-clinical accidents, incidents or near-misses promptly and when requested to co-operate with any investigations undertaken.
- All members of staff have a responsibility to demonstrate due regard for safeguarding and promoting the welfare of children (training provided).
- The practice has adopted an equal opportunities policy and all employees must be aware of their obligations to abide by the spirit and nature of the policy to avoid direct and indirect discrimination (training provided).
Knowledge and Experience:
- To have excellent customer service skills and work well under pressure.
- Excellent verbal communication skills.
- To have well developed key board skills and confident in using the IT resource.
- Willingness to learn and disseminate new knowledge and skills to others.
- Good personal organisation and ability to work and an individual or as part of a team.
- To be polite, professional, and approachable at all times when within the business.
- To understand, accept and adhere to the strict rules of confidentiality.
- To have a basic level of Microsoft office.
Communication:
- Communicate clearly with patients/carers and relatives about their presenting condition and subsequent appointment with a clinician.
- Demonstrate excellent interpersonal, verbal and written communication skills.
- Work collaboratively with all colleagues and outside agencies.
- Awareness of data protection issues
Job description
Job responsibilities
General Responsibilities:
- Answering telephone calls and speaking to patients at the front desk
- Processing administrative tasks from the wider practice team
- Liaising with external organisations
- Registering new patients on the system and processing documentation
- Working as part of the daily triage team dealing with incoming WhatsApp messages from our patients
- Covering the front desk at our Minor Injuries Unit in St Luke's Hospital
- Learning how to complete referrals for the clinical staff
The post-holder is expected to:
- Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies
- Attend mandatory training as identified by the practice
- Highlight potential development areas
- The post-holder must maintain the confidentiality of information about patients staff and practice business in accordance with the Data Protection Act 1998 and Caldicott principles (training provided).
- Employees must be aware of the responsibilities placed upon them under the Health and Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors (training provided).
- All members of staff have a responsibility to report all clinical and non-clinical accidents, incidents or near-misses promptly and when requested to co-operate with any investigations undertaken.
- All members of staff have a responsibility to demonstrate due regard for safeguarding and promoting the welfare of children (training provided).
- The practice has adopted an equal opportunities policy and all employees must be aware of their obligations to abide by the spirit and nature of the policy to avoid direct and indirect discrimination (training provided).
Knowledge and Experience:
- To have excellent customer service skills and work well under pressure.
- Excellent verbal communication skills.
- To have well developed key board skills and confident in using the IT resource.
- Willingness to learn and disseminate new knowledge and skills to others.
- Good personal organisation and ability to work and an individual or as part of a team.
- To be polite, professional, and approachable at all times when within the business.
- To understand, accept and adhere to the strict rules of confidentiality.
- To have a basic level of Microsoft office.
Communication:
- Communicate clearly with patients/carers and relatives about their presenting condition and subsequent appointment with a clinician.
- Demonstrate excellent interpersonal, verbal and written communication skills.
- Work collaboratively with all colleagues and outside agencies.
- Awareness of data protection issues
Person Specification
Qualifications
Essential
- English and Maths GCSE pass or equivalent.
-
- Microsoft office basic level.
Desirable
- Customer services qualification / training
Experience
Essential
- Experience in a busy customer facing environment.
- Excellent telephone manner.
- Excellent written and verbal communication.
- Highly organised, methodical and logical.
- Positive and proactive approach to work.
- Confident on the telephone.
Person Specification
Qualifications
Essential
- English and Maths GCSE pass or equivalent.
-
- Microsoft office basic level.
Desirable
- Customer services qualification / training
Experience
Essential
- Experience in a busy customer facing environment.
- Excellent telephone manner.
- Excellent written and verbal communication.
- Highly organised, methodical and logical.
- Positive and proactive approach to work.
- Confident on the telephone.
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.
