Job summary
Do you have excellent customer service skills
Do you thrive in a busy, fast paced environment
Are you an organized person with great attention to
detail
If you answered yes to any of these questions, we
would like to hear from you
We have a great opportunity
for the right candidate to join our patient services team. We are looking for someone with a passion for
primary care and the drive to support our clinical service.
Main duties of the job
You will be assisting and directing patients toward the appropriate service or healthcare professional in a courteous, efficient and effective way. Duties include:
- Processing appointment requests from patients for on the day and future appointments
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery
- Registration of new patients computer data entry and medical records
- Ensure building security
About us
LAKESIDE HEALTHCARE is changing the face of primary
care provision in England. We are bold, adventurous and ambitious and
determined to thrive in uncertain times. We are the largest true partnership
in the NHS and operate from various sites across the East Midlands. We serve
the healthcare needs of over 170,000 patients across Northamptonshire,
Lincolnshire & Cambridgeshire. Joining our team presents an opportunity to
be part of a large organisation that is changing the way primary care is
delivered today.
Living and breathing our values at
Lakeside Healthcare
Caring & Respect: Simply put we genuinely care about
people: working together for our patients and our teams, our patients come first
in everything we do. We strive to ensure we connect and respond to all needs
with compassion, care and respect to improve the lives and wellbeing of the
communities we serve.
Teamwork & Quality: In all areas of our business we
network, collaborate and learn from our Patients, Stakeholders and each another
to ensure we are always striving to improve, making the right and best
decisions to provide the best service.
Job description
Job responsibilities
To be responsible for undertaking a wide range of reception and admin duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required.
To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
Job Responsibilities:
Reception and Call Centre
- Receiving patients and consulting with members of the practice team.
- Handing all requests including but not limited to appointments, visit requests and general enquiries.
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Adhere to paperless office guidelines
- Have working knowledge of the telephone system
- Work to group KPIs in terms of targets
- Professional and polite even under pressure
- Signposting and booking appointments as required
- Processing e-requests in line with practice policies
Appointments
- Process appointment requests from patients for on the day and future appointments by telephone and in person appropriately and in line with practice policies.
- Sign post patients to the correct service
- Deal with visit requests
Administration
- To have a thorough knowledge of all practice procedures
- To work in accordance with written protocols
- To carry out specific administrative tasks including but not limited to:
- Processing of repeat prescriptions
- New patient registrations
- Patient removals
- Patient recalls
- General data entry to compliance systems and patient records
- Change of addresses
- General office administration
- Clinical code data on SystmOne
Computer skills
Other Tasks
- Monitor and maintain the patient facing areas and notice boards
- Restocking of consulting rooms of stationary
- Take part in audit checks where appropriate
- Support all clinical staff and the wide team with general tasks as requested.
- Ensure building security having thorough knowledge of doors/windows/alarm
- Duties may be varied from time to time under the direction of Team Lead/ PTSV Manager or General Manager dependent on current and evolving practice workload and staffing levels.
Job description
Job responsibilities
To be responsible for undertaking a wide range of reception and admin duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required.
To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
Job Responsibilities:
Reception and Call Centre
- Receiving patients and consulting with members of the practice team.
- Handing all requests including but not limited to appointments, visit requests and general enquiries.
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
- Adhere to paperless office guidelines
- Have working knowledge of the telephone system
- Work to group KPIs in terms of targets
- Professional and polite even under pressure
- Signposting and booking appointments as required
- Processing e-requests in line with practice policies
Appointments
- Process appointment requests from patients for on the day and future appointments by telephone and in person appropriately and in line with practice policies.
- Sign post patients to the correct service
- Deal with visit requests
Administration
- To have a thorough knowledge of all practice procedures
- To work in accordance with written protocols
- To carry out specific administrative tasks including but not limited to:
- Processing of repeat prescriptions
- New patient registrations
- Patient removals
- Patient recalls
- General data entry to compliance systems and patient records
- Change of addresses
- General office administration
- Clinical code data on SystmOne
Computer skills
Other Tasks
- Monitor and maintain the patient facing areas and notice boards
- Restocking of consulting rooms of stationary
- Take part in audit checks where appropriate
- Support all clinical staff and the wide team with general tasks as requested.
- Ensure building security having thorough knowledge of doors/windows/alarm
- Duties may be varied from time to time under the direction of Team Lead/ PTSV Manager or General Manager dependent on current and evolving practice workload and staffing levels.
Person Specification
Experience
Essential
- Customer Service Skills
- Experience of working in a busy & multi-functional team.
- Call centre experience or equivalent
- Experience of handling confidential information and data
Desirable
- Using Systm One (Clinical database)
- Experience of working within a GP Surgery
- A minimum of three years experience in a customer facing environment
Qualifications
Essential
- Good standard of education
Desirable
- Customer Service qualification
Person Specification
Experience
Essential
- Customer Service Skills
- Experience of working in a busy & multi-functional team.
- Call centre experience or equivalent
- Experience of handling confidential information and data
Desirable
- Using Systm One (Clinical database)
- Experience of working within a GP Surgery
- A minimum of three years experience in a customer facing environment
Qualifications
Essential
- Good standard of education
Desirable
- Customer Service qualification
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.
