Job summary
Responsible for
participating in the delivery of a safe, efficient, and
patient-focused service. This will focus on the outward facing aspects of
Patient Services: patient relationships, quality, and safety. To guide patients
in the best use of resources within the Practice and in the wider NHS, enabling
then to access the most effective help for their presenting need. You will need
to be forward thinking and able to adapt to change effectively and positively
in line with the organisational goals to provide a cost-effective service to
our patients.
Main duties of the job
An new position within our Patient Services team working 20 hours over two days (Thursday and Friday). We are seeking a friendly, organised, and customer focused individual to support patients, clinicians, and visitors. The role includes managing enquiries both in person and by phone, ensuring all communication is handled professionally, accurately, and confidentially. You will book appointments, process home visit requests, relay test results, signpost patients to appropriate services, and maintain clear handovers between shifts. The position requires regular monitoring of NHS email accounts, Clarity Teamnet, and online systems to action messages, training updates, and policy changes promptly.
You will manage new patient registrations, online access requests, ENG Medicals, referral processing, and visitor sign ins, while ensuring waiting areas, notice boards, documentation, and sample procedures are maintained to a high standard. The role includes taking patient payments, completing daily card machine reconciliations, printing appointment lists, checking 111/CCAS requests, and following fire and panic alarm procedures.
You will also support Online Triage by processing Anima requests, booking appointments as directed by clinicians, converting patient queries into triage submissions, managing task and waiting lists, and following safeguarding procedures for children and young people.
About us
Elmham Group of Practices is a well established, dispensing GP surgery serving 10,000 patients across two sites in North Elmham and Swanton Morley. Located in the rural countryside of Mid Norfolk and within easy reach of Norwich, we are supported by a dedicated team of more than 40 clinical and administrative staff who work collaboratively to deliver high quality patient care in a friendly and supportive environment. We are also a committed training practice, supporting GP registrars, nursing trainees, and the ongoing development of all staff.
Job description
Job responsibilities
Job Responsibilities:
- Ensure patients and visitors enquires are handled courteously, efficiently, and confidentially.
- Answer incoming calls in a friendly, polite, and professional manner ensuring you introduce yourself by name. Consider the request, taking appropriate action or redirecting too other personal as appropriate.
- Take telephone messages, appointments details and home visit requests accurately and efficiently enter details accurately onto the appropriate system.
- Signpost patients to the most appropriate service, seeking advice if necessary.
- Relay test results to patients.
- Ensure that outstanding matters and information are handed over to a colleague at shift changes.
- Professional handle patients positive/negative feedback initial with a view to calming any emerging situations, seeking advice from or referring to the Patient Services Lead or the Practice Manager as appropriate.
- Check own NHS email frequently during the shift to ensure that all messages are responded to and actioned promptly.
- Check Clarity Teamnet frequently during the shift to ensure awareness of notifications/ outstanding or new training requirements/ update of policies.
- Check generic NHS email frequently during the shift to ensure that all messages are responded to and actioned promptly.
- Be conversant and deal with the procedure for new patient registrations, both hardcopies and online registrations via HealthTech. Online access and consent forms are processed. Both hardcopy forms and via the online NHS Portal
- Be conversant with Panic Alarms system and procedure and act upon as necessary.
- Attend and participate in team, staff and other relevant meetings as required.
- Ensure that distribution of documents and mail are undertaken accurately, efficiently, and promptly.
- Ensure that the patient services main waiting area is always manned, tidy and is safe for the patients.
- Ensure notice boards are kept tidy, up to date as appropriate.
- Generate referrals to district nursing.
- Ensure all visitors to the practice are booked in correctly via Clarity Teamnet and given visitors badge.
- Be conversant with the fire evacuation procedure and printing outpatient/staff/visitors lists.
- Ensuring fire alarms are checked weekly.
- Ensure appointment lists are all printed out every lunchtime and at end of working day for the following day.
- Clinical/room rota is printed out on Friday afternoons for the following week.
- Check 111/Ccas list during the shift and processing any requests.
- Collating sample pot and forms for patients to collect. Checking the sample box at end of working day and any samples left are stored correctly overnight. Making sure the sample sign is displayed on Fridays at 1pm.
- Ensure any patient forms are recorded correctly and processed.
- Take patient payments, ensuring these are recorded and processed correctly.
- Ensure card machine banking totals are processed each day.
- Clear understanding of the telephone system and changing the outgoing message if required.
Online Triage
- Check the Anima System frequently during the shift.
- Check the Anima System frequently during the shift.
- All Anima admin requests are processed and respond to patients.
- Any medical requests from GPs and NPs assigned to patient services to book appts or action comments/notes are processed and updated. Responding to patients if necessary.
- Create any requests for patients via phone or F2F
- All handwritten triage request forms from patients are added to Anima
- Check tasks lists frequently during the shift to ensure all requests are dealt with accurately and promptly.
- Check waiting lists and contact patients to make appointments.
- Ensuring you book appointment correctly from the list.
- If necessary, update list in notes.
- Check Safeguarding DNA list and process by following correct procedures for child and young persons DNA.
Data Security - To provide oversight and support for effective data control and information management in line with GDPR
Health and Safety
- Ensure the Practice policies are understood and observed and that procedures are followed.
- Ensure the appropriate use of equipment and facilities and ensure the environment is maintained in good order.
- Take the necessary precautions to safeguard the welfare and safety of oneself and others in accordance with the Health and Safety at work act.
General
- Other duties/holiday cover that may be required appropriate to the level and nature of the post.
- Responsibility for the creation and updating of procedures notes for all tasks within the role.
- Proactively work to review process and implement improvements where possible.
- To be proficient at prioritising and organising workload
- Contribute to own supervision, development, and appraisal systems in line with Practice requirements.
- To undertake any training as deemed as necessary to carry out the full requirements of the post.
- The Partners of the Practice retain the right to amend the Job Description and any changes will be notified in writing within a month.
- To liaise with patients, the public and other professionals as necessary.
This post carries no line management or budgetary responsibilities.
Job description
Job responsibilities
Job Responsibilities:
- Ensure patients and visitors enquires are handled courteously, efficiently, and confidentially.
- Answer incoming calls in a friendly, polite, and professional manner ensuring you introduce yourself by name. Consider the request, taking appropriate action or redirecting too other personal as appropriate.
- Take telephone messages, appointments details and home visit requests accurately and efficiently enter details accurately onto the appropriate system.
- Signpost patients to the most appropriate service, seeking advice if necessary.
- Relay test results to patients.
- Ensure that outstanding matters and information are handed over to a colleague at shift changes.
- Professional handle patients positive/negative feedback initial with a view to calming any emerging situations, seeking advice from or referring to the Patient Services Lead or the Practice Manager as appropriate.
- Check own NHS email frequently during the shift to ensure that all messages are responded to and actioned promptly.
- Check Clarity Teamnet frequently during the shift to ensure awareness of notifications/ outstanding or new training requirements/ update of policies.
- Check generic NHS email frequently during the shift to ensure that all messages are responded to and actioned promptly.
- Be conversant and deal with the procedure for new patient registrations, both hardcopies and online registrations via HealthTech. Online access and consent forms are processed. Both hardcopy forms and via the online NHS Portal
- Be conversant with Panic Alarms system and procedure and act upon as necessary.
- Attend and participate in team, staff and other relevant meetings as required.
- Ensure that distribution of documents and mail are undertaken accurately, efficiently, and promptly.
- Ensure that the patient services main waiting area is always manned, tidy and is safe for the patients.
- Ensure notice boards are kept tidy, up to date as appropriate.
- Generate referrals to district nursing.
- Ensure all visitors to the practice are booked in correctly via Clarity Teamnet and given visitors badge.
- Be conversant with the fire evacuation procedure and printing outpatient/staff/visitors lists.
- Ensuring fire alarms are checked weekly.
- Ensure appointment lists are all printed out every lunchtime and at end of working day for the following day.
- Clinical/room rota is printed out on Friday afternoons for the following week.
- Check 111/Ccas list during the shift and processing any requests.
- Collating sample pot and forms for patients to collect. Checking the sample box at end of working day and any samples left are stored correctly overnight. Making sure the sample sign is displayed on Fridays at 1pm.
- Ensure any patient forms are recorded correctly and processed.
- Take patient payments, ensuring these are recorded and processed correctly.
- Ensure card machine banking totals are processed each day.
- Clear understanding of the telephone system and changing the outgoing message if required.
Online Triage
- Check the Anima System frequently during the shift.
- Check the Anima System frequently during the shift.
- All Anima admin requests are processed and respond to patients.
- Any medical requests from GPs and NPs assigned to patient services to book appts or action comments/notes are processed and updated. Responding to patients if necessary.
- Create any requests for patients via phone or F2F
- All handwritten triage request forms from patients are added to Anima
- Check tasks lists frequently during the shift to ensure all requests are dealt with accurately and promptly.
- Check waiting lists and contact patients to make appointments.
- Ensuring you book appointment correctly from the list.
- If necessary, update list in notes.
- Check Safeguarding DNA list and process by following correct procedures for child and young persons DNA.
Data Security - To provide oversight and support for effective data control and information management in line with GDPR
Health and Safety
- Ensure the Practice policies are understood and observed and that procedures are followed.
- Ensure the appropriate use of equipment and facilities and ensure the environment is maintained in good order.
- Take the necessary precautions to safeguard the welfare and safety of oneself and others in accordance with the Health and Safety at work act.
General
- Other duties/holiday cover that may be required appropriate to the level and nature of the post.
- Responsibility for the creation and updating of procedures notes for all tasks within the role.
- Proactively work to review process and implement improvements where possible.
- To be proficient at prioritising and organising workload
- Contribute to own supervision, development, and appraisal systems in line with Practice requirements.
- To undertake any training as deemed as necessary to carry out the full requirements of the post.
- The Partners of the Practice retain the right to amend the Job Description and any changes will be notified in writing within a month.
- To liaise with patients, the public and other professionals as necessary.
This post carries no line management or budgetary responsibilities.
Person Specification
Qualities
Essential
- Ability to communicate politely on various levels
- Ability to work under pressure
- Ability to drive and deliver change effectively
- Maintain confidentially at all times
- Team player
- Flexible and adaptability
- Self-motivation
- Calmness, reliability
- Integrity
- Clean driving license
- Car Owner
- Enhanced level DBS disclosure
Experience
Essential
- Excellent communication skills (written and verbal)
- Problem solving and analytical skills
- Confident IT user including Microsoft Office, including Word and Excel
- Excellent customer service skills
- Computer literate
- Excellent attention to detail
- Able to work on own initiative
- Good standard of verbal and written English
- Ability to solve problems in a logical way within the role remit
- Ability to react confidently to new situations, using own initiative and available resources to complete tasks effectively
Desirable
- Experience working in general practice
- Experience of online triage
- Experience of Systm1
- Experience of all aspects of day-to-day Patient Services operations.
Qualifications
Essential
- Sound educational background with excellent literacy and numeracy skills
Person Specification
Qualities
Essential
- Ability to communicate politely on various levels
- Ability to work under pressure
- Ability to drive and deliver change effectively
- Maintain confidentially at all times
- Team player
- Flexible and adaptability
- Self-motivation
- Calmness, reliability
- Integrity
- Clean driving license
- Car Owner
- Enhanced level DBS disclosure
Experience
Essential
- Excellent communication skills (written and verbal)
- Problem solving and analytical skills
- Confident IT user including Microsoft Office, including Word and Excel
- Excellent customer service skills
- Computer literate
- Excellent attention to detail
- Able to work on own initiative
- Good standard of verbal and written English
- Ability to solve problems in a logical way within the role remit
- Ability to react confidently to new situations, using own initiative and available resources to complete tasks effectively
Desirable
- Experience working in general practice
- Experience of online triage
- Experience of Systm1
- Experience of all aspects of day-to-day Patient Services operations.
Qualifications
Essential
- Sound educational background with excellent literacy and numeracy 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.
