Job summary
The role of Patient Services Assistant provides a welcoming, friendly,
polite reception service for all patients and visitors responding
appropriately to queries and requests from patients.
To book appointments for patients
either on the telephone or at the front desk, assessing and providing the
patient with a clear and concise care navigation pathway to ensure they
are seen by the correct healthcare professional. These appointments may be
urgent on the day with a doctor, assisting patients with triage forms, ANP,
the Practice Nursing Team or other speciality services.
Assisting patients, at the front
desk, in using the blood pressure machine. To answer calls in a timely manner,
taking messages and dealing with them in an appropriate and accurate
manner, ensuring important details have been taken.
To receive incoming and initiate outgoing telephone calls in order
to facilitate timely and appropriate communications with others, taking
messages and dealing with appropriate queries.
All PSA staff are required to use EMIS web, Docman and AccuRx computer systems. They also must
be fully conversant with the practice telephone system and be able to put
calls on hold, divert calls and take messages as appropriate.
To
carry out any other duties as instructed by the Operations Manager, or their
representative, to ensure the smooth running of the office.
Main duties of the job
Qualifications, Skills and Experience required:
A good standard of secondary education, ideally GCSE English and Maths - or equivalent qualifications
Experience from an NHS or medical environment, or transferable skills from other sectors
Administrative and customer service experience
Experience of using a computerised IT system
Ability to take accurate messages from staff and members of the public
Pleasant telephone manner
Ability to work under pressure and be resilient in effectively managing patient expectations
Ability to work on own initiative is desirable
Smart appearance (uniform is provided)
A flexible approach
A good team worker
About us
The Westgate Practice are looking to recruit a Patient Services Assistant to provide an efficient administrative service for our patients and clinical staff.
The Practice consists of 12 GP Partners, 11 Salaried GP's, 6 Advanced Nurse Practitioners, 12 Nurses/Healthcare Assistants and 44 members of staff in the Patient Services Team and have over 31,000 patients.
If you are looking for a new challenge and enjoy working in a fast-paced environment interacting with people, this could be the perfect opportunity for you.
The position is for 26.25 hours per week over 5 days working 8:00 - 1:15 one week and 1:15 - 6:30 the following week.
Applications are welcomed by submitting a CV and covering letter stating how you meet the above criteria. Your suitability will be assessed on the above at shortlisting stage and suitable applicants will be invited to attend a face to face interview.
Job description
Job responsibilities
Job Title: Patient Services Assistant
Reports to: Operations Manager/Patient Services Supervisor
Work Base/Location: Greenhill Health Centre/Shenstone Surgery
Job Summary: To provide a high standard clerical service to the Westgate Practice, in order to ensure an efficient reception and administrative service for both patients and doctors.
Key Duties and Responsibilities:
- To provide a welcoming, friendly, polite reception service for all patients and visitors responding appropriately to queries and requests from patients. Ensure that the main reception and desk are clean and tidy at all times
- To book appointments for patients either on the telephone or at the front desk, assessing and providing the patient with a clear and concise care navigation pathway to ensure they are seen by the correct healthcare professional. These appointments may be urgent on the day with a doctor, assisting patients with triage forms, ANP, the Practice Nursing Team or other speciality services.
- Assisting patients, at the front desk, in using the blood pressure machine.
- To answer calls in a timely manner, taking messages and dealing with them in an appropriate and accurate manner, ensuring important details have been taken.
- To handle all incoming calls efficiently and accurately and deal with emergencies promptly.
- To receive incoming and initiate outgoing telephone calls in order to facilitate timely and appropriate communications with others, taking messages and dealing with appropriate queries.
- Inform patients of relevant charges for private services, accept payment and issue receipts for same.
- All PSA staff are required to be able to use EMIS web, Docman and AccuRx computer systems. They also must be fully conversant with the practice telephone system and be able to put calls on hold, divert calls and take messages as appropriate.
- Carry out administrative tasks relating to patient records including:
- Photocopying and redaction of medical records.
- File medical records in alphabetical order.
- Ensuring all patients records are updated with the latest personal information and where applicable putting information on the office computer.
- New registrations are processed correctly and medical records are correctly sorted when received.
- Preparing medical records for patients leaving the practice and returning promptly to PCSE
Other Specific areas of work:
1. Assist in ensuring the office has a professional appearance and provides a pleasant working environment.
2. Actively participate in practice activity, e.g. staff meetings, team training, knowledge sharing etc.
3. To chaperone patients (if trained to do so)
4. To keep up to date with practice policies and procedures.
5. To carry out any other duties as instructed by the Operations Manager, or their representative, to ensure the smooth running of the office.
The above list of duties and responsibilities is not intended to be exhaustive. The post holder may from time to time be asked, by the Partners or their representatives, to undertake other tasks commensurate with their grade and post.
Confidentiality:
All employees are subject to the requirements of the General Data Protection Regulations and must maintain strict confidentiality in respect of patient records.
No Smoking Policy:
Staff may not smoke whilst in Health Centre or Practice premises. Full support will be given to any member of staff wishing to cease.
Flexibility:
Flexibility is essential at all times to ensure that the office is well staffed at times of holiday and sickness. Some weekend work may be required to cover clinics during Flu season.
Uniform:
A uniform and name badge will be provided and must be worn by all staff whilst on duty adhering to the uniform policy.
Health and Safety:
Whilst the Practice and the SES&SP ICB are responsible for safeguarding your health, safety and welfare whilst at work, all employees have an equal responsibility for maintaining safe working practices for their own health and safety whilst in employment. The post holder has a responsibility to bring to the attention of the Office Manager any failing which could be to the detriment of self, other employees, patients or visitors.
Staff must also ensure that they are familiar with the procedures to be followed in case of fire and that they know where the nearest fire alarm, extinguishers and fire exits are situated.
Changes in Primary Care:
The post holder should be aware that these tasks are subject to change, particularly when changes are imposed on the Practice by external organisations and the NHS in general. Any substantial changes will be discussed and training given as appropriate.
Training:
The practice uses the EMIS Web clinical system. Full training will be provided on an ongoing basis.
Safeguarding:
All employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults. Familiarisation with and adherence to Safeguarding policies is an essential requirement of all employees as is participation in related mandatory/statutory training.
Date Job Description Reviewed: February 2025
Job description
Job responsibilities
Job Title: Patient Services Assistant
Reports to: Operations Manager/Patient Services Supervisor
Work Base/Location: Greenhill Health Centre/Shenstone Surgery
Job Summary: To provide a high standard clerical service to the Westgate Practice, in order to ensure an efficient reception and administrative service for both patients and doctors.
Key Duties and Responsibilities:
- To provide a welcoming, friendly, polite reception service for all patients and visitors responding appropriately to queries and requests from patients. Ensure that the main reception and desk are clean and tidy at all times
- To book appointments for patients either on the telephone or at the front desk, assessing and providing the patient with a clear and concise care navigation pathway to ensure they are seen by the correct healthcare professional. These appointments may be urgent on the day with a doctor, assisting patients with triage forms, ANP, the Practice Nursing Team or other speciality services.
- Assisting patients, at the front desk, in using the blood pressure machine.
- To answer calls in a timely manner, taking messages and dealing with them in an appropriate and accurate manner, ensuring important details have been taken.
- To handle all incoming calls efficiently and accurately and deal with emergencies promptly.
- To receive incoming and initiate outgoing telephone calls in order to facilitate timely and appropriate communications with others, taking messages and dealing with appropriate queries.
- Inform patients of relevant charges for private services, accept payment and issue receipts for same.
- All PSA staff are required to be able to use EMIS web, Docman and AccuRx computer systems. They also must be fully conversant with the practice telephone system and be able to put calls on hold, divert calls and take messages as appropriate.
- Carry out administrative tasks relating to patient records including:
- Photocopying and redaction of medical records.
- File medical records in alphabetical order.
- Ensuring all patients records are updated with the latest personal information and where applicable putting information on the office computer.
- New registrations are processed correctly and medical records are correctly sorted when received.
- Preparing medical records for patients leaving the practice and returning promptly to PCSE
Other Specific areas of work:
1. Assist in ensuring the office has a professional appearance and provides a pleasant working environment.
2. Actively participate in practice activity, e.g. staff meetings, team training, knowledge sharing etc.
3. To chaperone patients (if trained to do so)
4. To keep up to date with practice policies and procedures.
5. To carry out any other duties as instructed by the Operations Manager, or their representative, to ensure the smooth running of the office.
The above list of duties and responsibilities is not intended to be exhaustive. The post holder may from time to time be asked, by the Partners or their representatives, to undertake other tasks commensurate with their grade and post.
Confidentiality:
All employees are subject to the requirements of the General Data Protection Regulations and must maintain strict confidentiality in respect of patient records.
No Smoking Policy:
Staff may not smoke whilst in Health Centre or Practice premises. Full support will be given to any member of staff wishing to cease.
Flexibility:
Flexibility is essential at all times to ensure that the office is well staffed at times of holiday and sickness. Some weekend work may be required to cover clinics during Flu season.
Uniform:
A uniform and name badge will be provided and must be worn by all staff whilst on duty adhering to the uniform policy.
Health and Safety:
Whilst the Practice and the SES&SP ICB are responsible for safeguarding your health, safety and welfare whilst at work, all employees have an equal responsibility for maintaining safe working practices for their own health and safety whilst in employment. The post holder has a responsibility to bring to the attention of the Office Manager any failing which could be to the detriment of self, other employees, patients or visitors.
Staff must also ensure that they are familiar with the procedures to be followed in case of fire and that they know where the nearest fire alarm, extinguishers and fire exits are situated.
Changes in Primary Care:
The post holder should be aware that these tasks are subject to change, particularly when changes are imposed on the Practice by external organisations and the NHS in general. Any substantial changes will be discussed and training given as appropriate.
Training:
The practice uses the EMIS Web clinical system. Full training will be provided on an ongoing basis.
Safeguarding:
All employees are required to act in such a way that at all times safeguards the health and well-being of children and vulnerable adults. Familiarisation with and adherence to Safeguarding policies is an essential requirement of all employees as is participation in related mandatory/statutory training.
Date Job Description Reviewed: February 2025
Person Specification
Qualifications
Essential
- A good standard of secondary education
- Experience in a clerical environment
- Experience in customer service
- Experience using a computerised IT system
- Ability to take accurate messages from staff and members of the public
- Pleasant telephone manner
- Good communication skills
- Ability to multi-task
- Ability to work under pressure and be resilient in effectively managing patient expectations
- Smart appearance
- Flexible approach to workload
- Team worker
Desirable
- GCSE grade A- C (or equivalent) in English and Maths
- Previous employment in NHS or other medical environment
- Ability to work on own initiative
Person Specification
Qualifications
Essential
- A good standard of secondary education
- Experience in a clerical environment
- Experience in customer service
- Experience using a computerised IT system
- Ability to take accurate messages from staff and members of the public
- Pleasant telephone manner
- Good communication skills
- Ability to multi-task
- Ability to work under pressure and be resilient in effectively managing patient expectations
- Smart appearance
- Flexible approach to workload
- Team worker
Desirable
- GCSE grade A- C (or equivalent) in English and Maths
- Previous employment in NHS or other medical environment
- Ability to work on own initiative
