As part of the Reception Team, you will be the first point of contact for patients contacting the surgery, either by telephone, face to face, or digitally. The team is extremely busy, dealing with over 500 patient contacts per day, and therefore an ability to work at pace while maintaining professionalism is essential.
We have a great opportunity for the right candidate to join our Patient Services Team. We are looking for someone with a passion for primary care and the drive to support our clinical service.
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:
* Working as part of the Patient Services Team to ensure patients and other service users' queries are dealt with in a timely manner.
* Answering calls from patients requesting a doctor consultation and taking appropriate information, recording it on the relevant system.
* Processing and actioning online consultation requests, forwarding them to the appropriate clinician.
* Processing repeat prescription requests in accordance with practice procedures.
* Processing patient registrations, deductions, and other administrative tasks.
About us
LAKESIDE HEALTHCARE is changing the face of primary care provision in England. We are bold, adventurous, and ambitious and determined to thrive in uncertain times. We are the largest true partnership in the NHS and operate from various sites across the East Midlands. We serve the healthcare needs of over 170,000 patients across Northamptonshire, Lincolnshire, and Cambridgeshire.
Our values
Caring & Respect: We genuinely care about people: working together for our patients and our teams; our patients come first in everything we do.
Teamwork & Quality: In all areas of our business, we network, collaborate, and learn from our Patients, Stakeholders, and each other to ensure we are always striving to improve and make the best decisions to provide the best service.
Job responsibilities
Facilitate effective communication when receiving, assisting, and directing patients, ensuring the patient accesses 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 Responsibilities:
Administration
* To have a thorough knowledge of all practice procedures.
* To work in accordance with written protocols.
Reception
* Receiving patients and consulting with members of the practice team.
* Answering incoming calls, dealing with patient queries, and directing to the most suitable person/department.
* Relaying information from the GPs to the patients in a timely manner.
* Being able to cover all reception duties as necessary.
* Keeping the reception area, notice boards, and waiting areas free from obstructions and clutter.
Appointments
* Processing appointment requests from patients for on-the-day and future appointments by telephone and in person.
* Dealing with visit requests.
Communication:
* The post-holder should recognize the importance of effective communication within the team and will strive to:
* Communicate effectively with other team members.
* Communicate effectively with patients and carers.
* Recognize people's needs for alternative methods of communication and respond accordingly.
Computer
* Registration of new patients computer data entry and medical records.
* Processing patients' change of address computer data and medical records (having knowledge of Practice area).
* Referring patients to other care providers when required.
Other tasks
* Ensure building security having thorough knowledge of doors/windows/alarm.
* Duties may be varied from time to time under the direction of the Patient Services Manager/Patient Services Team Leader depending on current and evolving practice workload and staffing levels.
Person Specification
Experience
* Customer Service Skills
* Experience of working in a busy and multi-functional team
* Call center experience or equivalent
* Using Systm One - Clinical database
* Experience of working within a GP Surgery
* A minimum of three years experience in a customer-facing environment
* Experience of handling confidential information and data.
Qualifications
* Good standard of education
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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