Job summary
We are looking for an additional Patients Services Advisor for a
fixed term contact with the potential view to continue. We open 7:45am - 6:45pm each
weekday. You will be required to work shifts that start or end at the above
times. You must have experience in a customer care environment, ideally medical
and have energy, enthusiasm and be self-motivated with excellent communication
skills.
Main duties of the job
Welcoming patients
-
Answering phone calls
-
Registering patients
-
Managing appointments
About us
We have modern, purpose built, premises in the South
Leicestershire town of Lutterworth and a growing list size of 10850 patients
and pride ourselves on providing a friendly, patient centred service.
10,850 patient
list size
SystmOne
The GP team
includes 4 partners and 5 Salaried GPs
Our partners
have varied interests and include an LPT board member.
We also have a
large team of clinical staff including 1 ANP, 4 Nurses, 2 HCAs and 2 Mental
Health Practitioners.
Experienced
reception and administrational team.
GP registrar
training
Medical Students
(1st 3rd and 5th years)
PCN Pharmacist
Support
High QOF
achievement and Prevalence
Opportunities to
develop skills
We are also part
of a strong South Blaby and Lutterworth PCN.
Job description
Job responsibilities
The duties and responsibilities to be undertaken by members of the Practice Administration Team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Reception Team Leader/Practice Manager, dependent on current and evolving Practice workload and staffing levels:
- Opening up/locking up of Practice premises and maintaining security in according with Practice protocols
- Maintaining and monitoring the Practice appointments system
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
- Processing and distributing incoming and outgoing mail.
- Taking messages and passing on information
- Receiving prescriptions queries received by patients or pharmacies on patients behalf, ensuring accuracy and compliance with repeat prescription protocol.
- Liaise with local pharmacies.
- Processing Incoming post
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
- Receiving and dealing with concerns raised by patients and if unable to address at source, escalate in the appropriate manner according to the Practice Complaints Policy.
- Dealing with difficult patients but if unable to deal, escalate in the appropriate manner.
- Alert the Practice Manager or GPs of any problems arising from appointment system or customer service issues.
- Computer data entry processing, read coding and recording information in accordance with Practice procedures.
- Enter test results and consultation data into patient records ensuring accuracy and compliance with current Read Code policy.
- Registrations of new patients - computer data entry and medical records
Job description
Job responsibilities
The duties and responsibilities to be undertaken by members of the Practice Administration Team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Reception Team Leader/Practice Manager, dependent on current and evolving Practice workload and staffing levels:
- Opening up/locking up of Practice premises and maintaining security in according with Practice protocols
- Maintaining and monitoring the Practice appointments system
- Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
- Processing and distributing incoming and outgoing mail.
- Taking messages and passing on information
- Receiving prescriptions queries received by patients or pharmacies on patients behalf, ensuring accuracy and compliance with repeat prescription protocol.
- Liaise with local pharmacies.
- Processing Incoming post
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
- Receiving and dealing with concerns raised by patients and if unable to address at source, escalate in the appropriate manner according to the Practice Complaints Policy.
- Dealing with difficult patients but if unable to deal, escalate in the appropriate manner.
- Alert the Practice Manager or GPs of any problems arising from appointment system or customer service issues.
- Computer data entry processing, read coding and recording information in accordance with Practice procedures.
- Enter test results and consultation data into patient records ensuring accuracy and compliance with current Read Code policy.
- Registrations of new patients - computer data entry and medical records
Person Specification
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Qualifications
Essential
- GCSE English (C or above) and at least three others
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
- AMSPAR qualification
- NVQ Level 2 in Health and Social Care
Other
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
Desirable
- Experience of working in general practice
Other
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Person Specification
Skills
Essential
- Excellent communication skills (written and oral)
- Strong IT skills (generic)
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Initiative and judgement (knowing when to ask for help)
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Qualifications
Essential
- GCSE English (C or above) and at least three others
Desirable
- Educated to A-level/equivalent or higher, with relevant experience
- AMSPAR qualification
- NVQ Level 2 in Health and Social Care
Other
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
- Experience of working in a healthcare setting
Desirable
- Experience of working in general practice
Other
Essential
- Flexibility to work outside of core office hours
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
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.