Job summary We are seeking an exceptional Patient Services Officer to join our friendly practice team. You must have previous experience of working in a multi-disciplinary team within a General Practice setting and be an effective communicator, who is motivated by a desire to help and support patients. Main duties of the job Main responsibilities include:- To ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice; To manage the reception/waiting area, including being aware of your surroundings and patients in the waiting room, which doctors and nurses are currently working in the building and whether they have arrived for their clinics, observe clinics running late and advise patients waiting and offer apologies; To welcome all to the practice in a friendly, polite, professional and timely manner; To deal with patient and visitor enquiries, either face-to-face or by phone/e-mail, in a helpful and timely way; To inform and communicate with patients regarding services, including an update on waiting times and access to clinical staff. To make new/follow-up appointments as required by either the Practice or the patient; To take messages as appropriate with clear information, ensuring that the relevant partner, clinician or manager is informed in a timely way and with minimum disruption to clinical management. To be aware of safeguarding issues and be able to raise concerns, keeping up to date with training accordingly. To respond to and resolve routine patient complaints within the structure defined by the Practice; About us The Old Dairy Health Centre is a friendly GP practice located in West Dulwich. The surgery has a strong, longstanding ethos to provide first-rate patient care. We are also an Equal Opportunities Employer. The practice is led by an enthusiastic and proactive team of three GP Partners who are involved on a day-to-day basis with the running of the practice, each taking a role in management and supported by a Practice Manager and Management Team. In addition there are currently two Salaried GPs, Trainee Doctors, two Practice Nurses, a Clinical Pharmacist, Care Coordinator, Social Prescriber, Health and Well Being Practitioner and a team of receptionists and administrators. The surgery is a successful training practice. We are particularly proud of our beautiful garden which is a haven for our staff. The practice runs a garden therapy project, which improves the wellbeing of patients and provides fruit and vegetables for all to enjoy. We hold a weekly (optional) exercise session for staff's mental and physical well being. Date posted 14 January 2025 Pay scheme Other Salary Depending on experience Contract Fixed term Duration 1 years Working pattern Part-time Reference number A1995-25-0002 Job locations 19B Croxted Road London SE21 8SZ Job description Job responsibilities Patient Services Co-ordinate practice appointments ensuring patient demand and maximum use are met, including follow up of non-attendees. Liaise with the Senior Administrator regarding the needs of the patients and the appointments process. Respond to and resolve routine patient complaints within the structure defined by the Practice. Assist access to practice services for patients who have difficulty with routine access because of mobility, communication and other reasons, e.g. housebound patients, patients who don’t speak English. Act as a chaperone when required (once training has been completed). As part of the patient services team: Ensure that the Practice environment including work and public areas is tidy, accessible, welcoming and friendly. Check (and take appropriate action) on a daily basis that all clinical areas are tidy, equipped and welcoming to patients. Ensure that any risk involved in work or patient activities is identified and managed either by taking action or co-ordinating with the Senior Administrator or nursing team. Patient Administration Manage correspondence received by the Practice and ensure it reaches the appropriate person in a timely way, taking action to reduce any delay or to inform the patient/person who has written of any delay, e.g. annual leave, recording action taken on the correspondence. Enter patient information on to the computer as required and as appropriate and within the correct time frame for safety of receipt of the information. Scan patient information (correspondence, reports, results, etc) promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen. Collect and enter on database patient data e.g. ethnicity and profiling, defined clinical data, defined summarising tasks and the transfer of manual patient records to electronic. Ensure that clinicians have patient correspondence and results in a timely way and to undertake any administrative follow up action required such as follow-up/’to come in’ letters and/or phone calls. Take the required administrative action regarding private medical work reports, completion of forms and ensuring the Senior Practice Administrator is informed. Where appropriate, receive payments (e.g. for travel vaccinations, private medical reports, etc) ensuring that cash is kept secure and given to the Senior Administrator. Assist patients in accessing services between primary and secondary care, e.g. E-rs, and other health care provision. Issue repeat prescriptions within clearly defined guidelines. Liaise as requested with other health care staff including community staff and pharmacies. Work with the Senior Administrator regarding the day to day maintenance of practice patient administration systems, including the monitoring of and reporting on practice activity. Additional requirements You will recognise that the above job description is not exhaustive and you will demonstrate flexibility in order to meet the changing demands of the role and priorities identified by the practice business manager and partners. Duties may be varied from time to time under the direction of your line manager, dependent on current and evolving practice workload and staffing levels. Job description Job responsibilities Patient Services Co-ordinate practice appointments ensuring patient demand and maximum use are met, including follow up of non-attendees. Liaise with the Senior Administrator regarding the needs of the patients and the appointments process. Respond to and resolve routine patient complaints within the structure defined by the Practice. Assist access to practice services for patients who have difficulty with routine access because of mobility, communication and other reasons, e.g. housebound patients, patients who don’t speak English. Act as a chaperone when required (once training has been completed). As part of the patient services team: Ensure that the Practice environment including work and public areas is tidy, accessible, welcoming and friendly. Check (and take appropriate action) on a daily basis that all clinical areas are tidy, equipped and welcoming to patients. Ensure that any risk involved in work or patient activities is identified and managed either by taking action or co-ordinating with the Senior Administrator or nursing team. Patient Administration Manage correspondence received by the Practice and ensure it reaches the appropriate person in a timely way, taking action to reduce any delay or to inform the patient/person who has written of any delay, e.g. annual leave, recording action taken on the correspondence. Enter patient information on to the computer as required and as appropriate and within the correct time frame for safety of receipt of the information. Scan patient information (correspondence, reports, results, etc) promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen. Collect and enter on database patient data e.g. ethnicity and profiling, defined clinical data, defined summarising tasks and the transfer of manual patient records to electronic. Ensure that clinicians have patient correspondence and results in a timely way and to undertake any administrative follow up action required such as follow-up/’to come in’ letters and/or phone calls. Take the required administrative action regarding private medical work reports, completion of forms and ensuring the Senior Practice Administrator is informed. Where appropriate, receive payments (e.g. for travel vaccinations, private medical reports, etc) ensuring that cash is kept secure and given to the Senior Administrator. Assist patients in accessing services between primary and secondary care, e.g. E-rs, and other health care provision. Issue repeat prescriptions within clearly defined guidelines. Liaise as requested with other health care staff including community staff and pharmacies. Work with the Senior Administrator regarding the day to day maintenance of practice patient administration systems, including the monitoring of and reporting on practice activity. Additional requirements You will recognise that the above job description is not exhaustive and you will demonstrate flexibility in order to meet the changing demands of the role and priorities identified by the practice business manager and partners. Duties may be varied from time to time under the direction of your line manager, dependent on current and evolving practice workload and staffing levels. Person Specification Experience Essential Experience of providing reception or other patient / customer facing services Experience in a GP Practice or Health Care Organisation Experience with Emis Web Experience of Microsoft Office Desirable Basic knowledge of clinical problems and medication usage Experience of Docman 10 Experience of AccuRx Read code training Qualifications Essential Education to GCSE level / NVQ Level 2 or equivalent Person Specification Experience Essential Experience of providing reception or other patient / customer facing services Experience in a GP Practice or Health Care Organisation Experience with Emis Web Experience of Microsoft Office Desirable Basic knowledge of clinical problems and medication usage Experience of Docman 10 Experience of AccuRx Read code training Qualifications Essential Education to GCSE level / NVQ Level 2 or equivalent 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. Employer details Employer name The Old Dairy Health Centre Address 19B Croxted Road London SE21 8SZ Employer's website https://theodhc.co.uk/ (Opens in a new tab)