Job summary
Wehave a great opportunity for the right candidate to join our patient servicesteam. We are looking for someone with apassion for primary care and the drive to support our clinical service.
Main duties of the job
You will beassisting and directing patients toward the appropriate service or healthcareprofessional in a courteous, efficient and effective way.
Duties include:
1. Processing appointment requests from patients for onthe day and future appointments.
2. Receiveand make telephone calls as required. Divert calls and take messages, ensuringaccuracy of detail and prompt appropriate delivery.
3. Registrationof new patients computer data entry and medical records.
4. Ensurebuilding security
About us
Lakeside Healthcare is a large GPpartnership that provides NHS care for around 170,000 patients acrossCambridgeshire, Peterborough, Northamptonshire and Lincolnshire. We are made ofeight GP practices across 14 sites that are part of their local communities.
We work together as practices toprovide resilience, sharing learning and professional back-office supportservices.
Our most important asset is ourpeople, 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 trainingand developing to ensure that we retain and attract good quality staff who wantto stay with us and be part of our team.
We are proud of what we do andstrive to demonstrate our values of Caring, Respect, Quality and Teamwork ineverything we do.
New Queen Street and Stanground
We are a large practice caring for 19,645 patients.
The reception team is made up of 15 members of staff across both sites.
Job description
Job responsibilities
Job Summary:
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
5. To have a thorough knowledge of all practice procedures.
6. To work in accordance with written protocols.
7. To carry out specific administrative tasks.
8. Process outgoing mail.
9. Filing post in medical records.
10. Fax and photocopying as requested.
Reception
11. Receiving patients and consulting with members of the practice team.
12. Handing completed repeat prescriptions to the patient and checking names and address.
13. Be able to cover all reception positions as necessary.
14. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
Appointments
15. Process appointment requests from patients for on the day and future appointments by telephone and in person.
16. Deal with visit requests.
Computer
17. Registration of new patients computer data entry and medical records.
18. Process patients change of address computer data and medical records (have knowledge of Practice area.
19. Process repeat prescription requests in accordance with practice guidelines.
Telephone
20. Have working knowledge of the telephone system.
Other Tasks
21. Clear consulting rooms after surgeries of patient paperwork.
22. Restocking of consulting rooms of stationary.
23. Ensure building security having thorough knowledge of doors/windows/alarm.
24. 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
25. Customer Service Skills.
26. Experience of working in a busy & multi-functional team.
27. Call centre experience or equivalent.
Desirable
28. Using Systm One (Clinical database).
29. Experience of working within a GP Surgery.
30. A minimum of three years' experience in a customer facing environment.
31. Experience of handling confidential information and data.
Qualifications
Essential
32. Good standard of education.
Desirable
33. Customer Service qualification.