Market Harborough & Bosworth Partnership
We are seeking full-time and/or part-time Patient Services Advisors to work in our busy reception department at Market Harborough Medical Centre. Successful applicants will join an established and friendly team, supported by a Team Leader, Reception Supervisors, and a dedicated Reception Manager. The role can be challenging but varied and full training will be provided. We support our patient services advisors to take on additional responsibilities with additional training to expand their knowledge and skills.
Candidates must have previous experience in a customer-facing role and be able to demonstrate excellent communication skills, plus the ability to work as part of a team.
Main Duties of the Job
The key responsibilities of the role may include (but are not limited to):
* Answering telephone calls and speaking to patients at the front desk
* Processing administrative tasks from the wider practice team
* Liaising with external organisations
* Registering new patients on the system and processing documentation
* Working as part of the daily triage team dealing with incoming WhatsApp messages from our patients
* Covering the front desk at our Minor Injuries Unit in St Luke's Hospital
* Learning how to complete referrals for the clinical staff
About Us
Market Harborough and Bosworth Partnership is excited to announce that we are recruiting additional patient services advisors to join our friendly team. Market Harborough Medical Centre will be the main location of the job and is situated within walking distance of a bustling town centre. We are the largest GP surgery in South Leicestershire, operating out of three sites: Market Harborough Medical Centre, Husbands Bosworth Surgery, and St Luke's Treatment Centre. We have 34,000 patients and 10 care homes. We have a supportive organisational culture that champions continuous learning and development for all staff. All staff are provided with an extensive induction period where they meet different teams across the business and learn how we work! We are a forward-thinking surgery that listens to feedback and acts on it, improving and updating our processes to ensure we continuously strive to deliver high-quality patient care. The reception team is instrumental in delivering this care, as the first point of contact for all patients. We provide our staff with several wellbeing initiatives such as an employee assistance programme, the bike to work scheme, and monthly wellbeing treats such as book vouchers and cakes! We host parties in both summer and Christmas time for all staff.
Job Responsibilities
General Responsibilities:
* Answering telephone calls and speaking to patients at the front desk
* Processing administrative tasks from the wider practice team
* Liaising with external organisations
* Registering new patients on the system and processing documentation
* Working as part of the daily triage team dealing with incoming WhatsApp messages from our patients
* Covering the front desk at our Minor Injuries Unit in St Luke's Hospital
* Learning how to complete referrals for the clinical staff
The post-holder is expected to:
* Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies
* Attend mandatory training as identified by the practice
* Maintain confidentiality of information about patients, staff, and practice business in accordance with the Data Protection Act 1998 and Caldicott principles (training provided).
* Be aware of responsibilities under the Health and Safety at Work Act (1974) to ensure safety procedures are carried out to maintain a safe environment for employees and visitors (training provided).
* Report all clinical and non-clinical accidents, incidents, or near-misses promptly and cooperate with any investigations undertaken.
* Demonstrate due regard for safeguarding and promoting the welfare of children (training provided).
* Abide by the equal opportunities policy to avoid direct and indirect discrimination (training provided).
Knowledge and Experience:
* Excellent customer service skills and ability to work well under pressure.
* Well-developed keyboard skills and confident in using IT resources.
* Willingness to learn and disseminate new knowledge and skills to others.
* Good personal organization and ability to work individually or as part of a team.
* Polite, professional, and approachable at all times.
* Understanding of confidentiality rules.
* Basic level of Microsoft Office.
Communication:
* Communicate clearly with patients/carers and relatives about their presenting condition and subsequent appointment with a clinician.
* Demonstrate excellent interpersonal, verbal, and written communication skills.
* Work collaboratively with all colleagues and outside agencies.
* Awareness of data protection issues.
Person Specification
Qualifications
* English and Maths GCSE pass or equivalent.
* Basic level of Microsoft Office.
Experience
* Experience in a busy customer-facing environment.
* Excellent telephone manner.
* Highly organized, methodical, and logical.
* Positive and proactive approach to work.
* Confident on the telephone.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer Name
Market Harborough & Bosworth Partnership
£11.44 an hour, Will increase in April in line with national minimum wage.
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