Job summary
Job Title: Patient Support Officer / Receptionist
Organisation: Coventry & Rugby GP Alliance (CRGPA)
Pay rate: £11.57
Job Summary
To provide a friendly welcome to all patients, visitors and callers and act as a main point of
contact for all general enquiries. You will work as part of the ATP Team, providing general
assistance to the ATP team and contributing to the achievement of its objectives.
This role will require you to maintain information and monitoring systems, and to support
the demands of the service.
Main duties of the job
Main Duties
Patient/ Customer Care:
Arrive in good time to start the session promptly and remain on the premises until all
patients have been seen and/or the session has finished.
To meet and greet patients, members of the public and visitors in a friendly and courteous
manner
Offer general assistance to the ATP team and project a professional, positive and friendly
image to patients and other visitors, either in person or via the telephone.
Facilitate effective communication between patients, members the ATP team and CRGPA
Ensure an effective and efficient reception service is provided to patients and any other
visitors to the Practice
Provide an efficient, courteous and responsive reception and telephone service to the public
Participate in new initiatives and future changes in service delivery improvements.
Support the Team in promoting equal opportunities in the workplace and delivering services
which are accessible and appropriate to the diverse needs of service users.
Actively pursue own personal development and take full advantage of training provided.
Appointments
Process appointment requests by triaging all calls, dealing sympathetically and assessing
About us
The
Coventry and Rugby GP Alliance is a private company limited by shares, wholly
owned by local Coventry and Rugby GP practices. As a GP led organisation, we
represent 50 GP practice shareholders and cover nearly 420,000 patients.
We describe
our work in terms of Supporting, Innovating, Developing and Educating - we
are on the S.I.D.E. of general practice and we have developed our Operational
Plans to describe what we are going to do over this year to ensure that we
continue to high quality, accessible and responsive services for both
practices and patients.
We have
identified key areas that we will focus on to build upon and improve our
existing services.
These are
our Strategic Priorities:
- Clinical
Service Improvement & Delivery
- Clinical
Innovation
- Primary
Care Development Practice and Network Support
- Training
and Education
- Integrated
Care
- Good
Governance
Job description
Job responsibilities
CRGPA JOB DESCRIPTION
Priorities and initiating action as required:
Pull/fill notes for Practices and update as necessary
Hand completed repeat prescriptions to patients
Play an active role in the co-ordination, and review of patient surveys e.g. Friends and Family
Test
Offer solutions and actively listen to patients to resolve issues.
Chaperone during consultations as requested
Check patients in on arrival at the surgery
Check that all patients contact details are correct upon arrival
Monitor flow of patients into consulting and treatment rooms
Operations
Receive, assist and direct patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective way
Deal with all general enquiries
Collate patient data as directed
Carry out a range of administration duties including word processing and data inputting
duties as required (EMIS), fax, photocopy and post.
Patient Registrations
Process new patient registrations and change of patient details, using appropriate systems
Ensure that up to date and comprehensive information is available at all times through
liaison with other Team members
Facilities
Tidy doctors rooms and replenish supplies of forms on completion of sessions
Keeping the reception area tidy and free from obstructions and clutter
Keeping the reception well-stocked with stationery and other supplies
Have a thorough knowledge of all practice procedures and work in accordance of approved
protocols.
Ensure building security- have a thorough knowledge of doors/ windows/alarm
Other Tasks
Participate in performance review meetings, including taking responsibility for maintaining a
record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating
skills and activities to others who are undertaking similar work.
Undertake a variety of administrative duties to assist in the smooth running of the service
including the provision of clerical support to clinical staff and other members of the ATP
team, or any other duties as requested by line manager
Contributing to the development and improvement of services to patients
Play an active role in the induction/ training of new staff members
Support with the delivery of other targeted services delivered by Coventry and Rugby GP
Alliance
Job description
Job responsibilities
CRGPA JOB DESCRIPTION
Priorities and initiating action as required:
Pull/fill notes for Practices and update as necessary
Hand completed repeat prescriptions to patients
Play an active role in the co-ordination, and review of patient surveys e.g. Friends and Family
Test
Offer solutions and actively listen to patients to resolve issues.
Chaperone during consultations as requested
Check patients in on arrival at the surgery
Check that all patients contact details are correct upon arrival
Monitor flow of patients into consulting and treatment rooms
Operations
Receive, assist and direct patients in accessing the appropriate service or healthcare
professional in a courteous, efficient and effective way
Deal with all general enquiries
Collate patient data as directed
Carry out a range of administration duties including word processing and data inputting
duties as required (EMIS), fax, photocopy and post.
Patient Registrations
Process new patient registrations and change of patient details, using appropriate systems
Ensure that up to date and comprehensive information is available at all times through
liaison with other Team members
Facilities
Tidy doctors rooms and replenish supplies of forms on completion of sessions
Keeping the reception area tidy and free from obstructions and clutter
Keeping the reception well-stocked with stationery and other supplies
Have a thorough knowledge of all practice procedures and work in accordance of approved
protocols.
Ensure building security- have a thorough knowledge of doors/ windows/alarm
Other Tasks
Participate in performance review meetings, including taking responsibility for maintaining a
record of own personal and/or professional development.
Taking responsibility for own development, learning and performance and demonstrating
skills and activities to others who are undertaking similar work.
Undertake a variety of administrative duties to assist in the smooth running of the service
including the provision of clerical support to clinical staff and other members of the ATP
team, or any other duties as requested by line manager
Contributing to the development and improvement of services to patients
Play an active role in the induction/ training of new staff members
Support with the delivery of other targeted services delivered by Coventry and Rugby GP
Alliance
Person Specification
Other Requirements
Essential
- Ability to work flexibly including weekends/ evenings when necessary
- Willingness to undertake assessment and complete further training or qualifications.
- Ability and willingness to work flexibly across multiple sites
Desirable
- Full UK Driving license and own transport
Qualifications
Essential
Desirable
- Any other relevant qualification such as ILM, CMI etc.
- Degree in Business Management or equivalent
Experience
Essential
- Experience working with the public
- Experience at dealing with complaints from customers/patients
- Leadership experience (worked in and managed a team)
- Driving and delivering change within a business
- Finance experience to include
- Understanding budgets
- Understanding and proven track of delivery of KPI
- Ability to manage financial books and upkeep the recording of Petty Cash etc.
- HR Experience to include:
- Appraisal meetings
- Disciplinary/ Grievance hearings
- Performance Management
- Sickness Management
- Staff training
- Staff Development Planning
Desirable
- Experience working in a healthcare setting
- Experience of working in Primary Care
- Health and Safety Management to include:
- Risk assessments
- Accident Reporting
- GDPR
Skills and Knowledge
Essential
- Strong IT Skills including the ability to write and complete reporting.
- Strong analytical skills and good knowledge of excel
- Exceptional attention to detail
- Understanding of how to work effectively in a fast-paced environment
- Experience in change management and ability to motivate others to make sure that processes and procedures are followed across the whole organisation not just individually
- Delegations Skills
- Prioritisation and Planning
- Proven Leadership skill
- Delegations Skills
- Excellent communications skills across all forms of media to include:
- Telephone
- Email
- In person
Desirable
Aptitudes & Attributes
Essential
- Understanding of confidentiality
- Ability to use own judgement resourcefulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of an integrated multi-skilled team
- Approachable
- Able to use own initiative
- Able to work under pressure
Desirable
- Experience of working within primary care
Person Specification
Other Requirements
Essential
- Ability to work flexibly including weekends/ evenings when necessary
- Willingness to undertake assessment and complete further training or qualifications.
- Ability and willingness to work flexibly across multiple sites
Desirable
- Full UK Driving license and own transport
Qualifications
Essential
Desirable
- Any other relevant qualification such as ILM, CMI etc.
- Degree in Business Management or equivalent
Experience
Essential
- Experience working with the public
- Experience at dealing with complaints from customers/patients
- Leadership experience (worked in and managed a team)
- Driving and delivering change within a business
- Finance experience to include
- Understanding budgets
- Understanding and proven track of delivery of KPI
- Ability to manage financial books and upkeep the recording of Petty Cash etc.
- HR Experience to include:
- Appraisal meetings
- Disciplinary/ Grievance hearings
- Performance Management
- Sickness Management
- Staff training
- Staff Development Planning
Desirable
- Experience working in a healthcare setting
- Experience of working in Primary Care
- Health and Safety Management to include:
- Risk assessments
- Accident Reporting
- GDPR
Skills and Knowledge
Essential
- Strong IT Skills including the ability to write and complete reporting.
- Strong analytical skills and good knowledge of excel
- Exceptional attention to detail
- Understanding of how to work effectively in a fast-paced environment
- Experience in change management and ability to motivate others to make sure that processes and procedures are followed across the whole organisation not just individually
- Delegations Skills
- Prioritisation and Planning
- Proven Leadership skill
- Delegations Skills
- Excellent communications skills across all forms of media to include:
- Telephone
- Email
- In person
Desirable
Aptitudes & Attributes
Essential
- Understanding of confidentiality
- Ability to use own judgement resourcefulness and common sense
- Ability to work without direct supervision and determine own workload priorities
- Ability to work as part of an integrated multi-skilled team
- Approachable
- Able to use own initiative
- Able to work under pressure
Desirable
- Experience of working within primary care
