Patient Services Team Member

Our successful candidate will have a busy and varied role which will include providing care navigation and signposting to patients. You will deal with general enquiries, explain procedures and make new and follow up appointments. You will perform a range of administrative duties to support patient care and supporting our frontline reception services during peak calling times.

You will have excellent communication skills and the confidence to work in a busy and demanding environment.

Experience of general administration processes and record keeping will be helpful and you must be computer literate with the ability to learn our IT systems quickly.

Above all, you will be committed to delivering high quality patient care.

Receive, assist and direct patients in accessing the

appropriate service or healthcare professional in a courteous, efficient and

effective way.

Provide general assistance to the practice team and

project a positive and friendly image to patients and other visitors, either in

person or via the telephone.

Job duties/responsibilities

Ensure an effective and efficient patient

service is provided to patients and any other visitors to the practice

Provide care navigation/signposting of patients

Deal with all general enquiries, explain

procedures and make new and follow-up appointments.

Using your own judgment and communication

skills, ensure that patients with no prior appointment but who need urgent

consultation are seen in a logical and non-disruptive manner.

Explain practice arrangements and formal

requirements to new patients and those seeking temporary cover, and ensure

procedures are completed.

Liaise with other clinical staff including

District Nurses, Health Visitors etc.,

Receive and make telephone calls as required.

Divert calls and take messages, ensuring accuracy of detail and prompt

appropriate delivery.

Enter requests for home visits into clinical

system, ensuring to carefully record all relevant details and referring to duty

doctor where necessary.

Advise patients of relevant charges for private

(non-General Medical Services) services.

Retrieve and re-file records as required,

ensuring strict alphabetical order is adhered to.

Ensure the kitchen is kept clean and tidy and

air and tidy the waiting room in turn with other staff.

Premises

Open up premises at the start of the day when first to

arrive, de-activate alarm and make all necessary preparations to receive

patients.

When last to leave at the end of the day, ensure that the

building is totally secured, internal lights are off and the alarm activated.

Ensure efficient running of appointment system

and monitor flow of patients into Treatment/Consulting rooms.

To work in accordance of written protocols

Fax and photocopy as requested

Be able to cover reception positions as

necessary

Process patients changes of address computer

data and medical records (have knowledge of practice area)

Have working knowledge of telephone/on call

system, during and after hours

Ensure building security have thorough knowledge

of doors/windows/alarm and report any concerns

Carry out any other tasks allocated by managers

Confidentiality

In the course of seeking treatment, patients

entrust us with, or allow us to gather, sensitive information in relation to

their health and other matters. They do so in confidence and have the right to

expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in

this job description, the post-holder may have access to confidential

information relating to patients and their carers, practice staff and other

healthcare workers. They may also have access to information relating to the

practice as a business organisation. All such information from any source is to

be regarded as strictly confidential

Information relating to patients, carers,

colleagues, other healthcare workers or the business of the practice may only

be divulged to authorised persons in accordance with the practice policies and

procedures relating to confidentiality and the protection of personal and

sensitive data

Health & safety

The post-holder will assist in promoting and maintaining

their own and others health, safety and security as defined in the practice

health & safety policy, the practice health & safety manual, and the practice

infection control policy and published procedures. This will include:

Using personal security systems within the

workplace according to practice guidelines

Identifying the risks involved in work

activities and undertaking such activities in a way that manages those risks

Making effective use of training to update

Using appropriate infection control procedures,

maintaining work areas in a tidy and safe way and free from hazards

Actively reporting of health and safety hazards

and infection hazards immediately when recognised

Keeping own work areas and general/patient areas

generally clean, assisting in the maintenance of general standards of

cleanliness consistent with the scope of the job holders role

Undertaking periodic infection control training

(minimum annually)

Reporting potential risks identified

Demonstrate due regard for safeguarding and

promoting the welfare of children.

Equality and diversity

The post-holder will support the equality, diversity and

rights of patients, carers and colleagues, to include:

Acting in a way that recognises the importance

of peoples rights, interpreting them in a way that is consistent with practice

procedures and policies, and current legislation

Respecting the privacy, dignity, needs and

beliefs of patients, carers and colleagues

Behaving in a manner that is welcoming to and of

the individual, is non-judgmental and respects their circumstances, feelings

priorities and rights.

Personal/professional development

The post-holder will participate in any training

programme implemented by the practice as part of this employment, with such

Training to include

Participation in an annual individual

performance review, 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

Responsible for undertaking own mandatory

training as per practice policy

Quality

The post-holder will strive to maintain quality within

The practice, and will

Alert other team members to issues of quality

and risk

Assess own performance and take accountability

for own actions, either directly or under supervision

Contribute to the effectiveness of the team by

reflecting on own and team activities and making suggestions on ways to improve

and enhance the teams performance

Work effectively with individuals in other

agencies to meet patients needs

Effectively manage own time, workload and

resources

Communication

The post-holder should recognise the importance of

effective communication within the team and will strive to:

Communicate effectively with other team members

We are a large rural practice with over 35,000 patients. As a single-practice Primary Care Network, we have a wonderful opportunity to transform care for our patients. We operate from 6 locations across Holderness and you must also be willing to travel between sites as necessary. Our hard-working and dedicated team includes 23 GPs, an extensive multi-disciplinary team of healthcare professionals and a great patient services and administration team.

We offer a welcoming practice environment, 25 days annual leave plus bank holidays and access to the NHS pension scheme.

Additional Criteria

Experience

Qualifications