Abbeywell Surgery is situated in the market town of Romsey. We are looking for a Patient Care Adviser/Coordinator to join our friendly and supportive team. We work across two surgeries in the area. We are looking for someone who enjoys working as part of a dedicated team, with the added satisfaction of working for a GP practice committed to the care and wellbeing of others.
Main duties of the job
The key role within our administration team includes greeting patients, dealing with patient queries, booking appointments for all the clinical team, answering telephones, and supporting our clinical team.
About us
All of us here at Abbeywell Surgery work hard to maintain an excellent reputation as a traditional, patient-centred, holistic family practice, whilst making full use of the latest technology and research evidence to provide the very best care. Benefits of joining our team include employee discounts, on-site free parking, additional leave, company events, and uniform.
Job responsibilities
1. Ensure an effective and efficient reception service is provided to patients and other visitors to the practice.
2. Deal with all general enquiries, explain procedures, and make new and follow-up appointments.
3. Using your own judgement and communication skills, ensure that patients with no prior appointment but who need an urgent consultation are seen in a logical and non-disruptive manner. Explain practice arrangements and formal NHS requirements to new patients and those seeking temporary/emergency cover and ensure procedures and paperwork are completed.
4. Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt delivery to the most appropriate person.
5. When necessary, enter requests for home visits to the computer, ensuring careful recording of all relevant details and where necessary, refer to the Duty Doctor.
6. Refer repeat prescription requests on to the prescription clerks. When necessary, file completed prescriptions accurately, hand to patients ensuring correctness.
7. Advise patients of relevant charges for private (non-General Medical Services) services, accept payment, and issue receipts/invoices for same when necessary.
8. Enter patient information onto the computer as required.
9. Maintain a thorough knowledge of all practice procedures.
10. Email and photocopy as required.
11. Open post and distribute as required.
12. Scan and code documents as appropriate, ensuring complete accuracy, when required.
13. Be able to cover all reception positions. Maintain a working knowledge of unfamiliar tasks.
14. Ensure all administrative tasks are completed accurately and thoroughly, such as change of address forms, requests for medical information, certificate requests, etc. Accurately add the necessary coding to the computer.
15. Have a working knowledge of the telephone system, during and after hours.
16. Have knowledge of opening up premises at the start of the day when first to arrive, deactivate alarms, and make all necessary preparations to receive patients. When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off, and the alarm activated.
17. Clear rooms, communal areas, and ensure the kitchen and waiting room are kept clean and tidy.
18. Undertake any other additional duties appropriate to the post, as requested by the Partners or the Practice Manager.
19. Ensure a good working knowledge of computer use, coding, information gathering, and data input. Maintain and develop this knowledge and ask for help if required.
20. Provide cover to ensure the smooth running of the practice and to support the rest of the team.
Previous applicants need not apply.
Person Specification
Experience
* Experience working in customer services for over a year (preferred).
Qualifications
* GCSE or equivalent (required).
* Previous experience of working in an NHS environment is desirable, but not essential.
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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