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!
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:
1. Processing appointment requests from patients for on the day and future appointments.
2. Receive and make telephone calls as required.
3. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
4. Registration of new patients computer data entry and medical records.
Front desk duties.
5. Administration duties.
6. Process digital platform submissions.
About us
Lakeside Healthcare is a large GP partnership that provides NHS care for around 170,000 patients across Cambridgeshire, Peterborough, Northamptonshire and Lincolnshire. We are made of eight GP practices across 14 sites that are part of their local communities.
We work together as practices to provide resilience, sharing learning and professional back-office support services.
Our most important asset is our people, who provide care for our patients and help run our surgeries smoothly. We employ over 500 clinical and non-clinical staff, and we invest in training and developing to ensure that we retain and attract good quality staff who want to stay with us and be part of our team.
We are proud of what we do and strive to demonstrate our values of Caring, Respect, Quality and Teamwork in everything we do.
Job description
Job responsibilities
Administration
7. To have a thorough knowledge of all practice procedures.
8. To work in accordance with written protocols.
9. To carry out specific administrative tasks.
10. Process outgoing mail.
11. Filing post in medical records.
12. Fax and photocopying as requested.
Reception
13. Receiving patients and consulting with members of the practice team.
14. Handing completed repeat prescriptions to the patient and checking names and address.
15. Be able to cover all reception positions as necessary.
16. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
Appointments
17. Process appointment requests from patients for on the day and future appointments by telephone and in person.
18. Deal with visit requests.
Computer
19. Registration of new patients computer data entry and medical records.
20. Process patients change of address computer data and medical records (have knowledge of Practice area.
21. Process repeat prescription requests in accordance with practice guidelines.
Telephone
22. Have working knowledge of the telephone system.
Other Tasks
23. Clear consulting rooms after surgeries of patient paperwork.
24. Restocking of consulting rooms of stationary.
25. Ensure building security having thorough knowledge of doors windows alarm.
26. Duties may be varied from time to time under the direction of the Practice Director/ Reception Team Leader dependent on current and evolving practice workload and staffing levels.
Person Specification
Experience
Essential
27. Customer Service Skills
28. Experience of working in a busy & multi-functional team.
29. Call centre experience or equivalent
Desirable
30. Using System One Clinical database
31. Experience of working within a GP Surgery
32. A minimum of three years experience in a customer facing environment
33. Experience of handling confidential information and data.
Qualifications
Essential
34. Good standard of education.
Desirable
35. Customer Service qualification.