Patient Services Officers (PSOs) are the first point of contact at the practice for our patients, their carers, and other healthcare professionals. The role comprises three key areas of responsibility: greeting patients and answering queries at the front desk, answering telephone calls, and administrative work. It is both a challenging and rewarding role with clear opportunities for career progression for staff who show interest and aptitude.
The practice welcomes applicants looking for both full-time and part-time work (min. 4 days a week), and will always attempt to accommodate exceptional applicants who have other commitments, for example caring, studies, or other employment.
We really look forward to hearing from you! If you have any questions or would like to discuss anything informally, please contact us and ask to speak with the Practice Operations Manager, Joe Qiu.
Main duties of the job
Being a Patient Services Officer involves working closely with all members of the practice team, including the GPs and the rest of the administration team.
Initially you will focus on developing the skills required to greet patients at the front desk, to answer telephone calls to the practice, and to process correspondence sent to the practice by third parties. Once this initial training is completed, PSOs can take on a variety of additional responsibilities. These may include handling repeat prescription requests, managing medical records requests, processing private medical reports, and coordinating recalls for specific patient groups. These responsibilities can be tailored to align with individual interests and strengths.
About us
We are a large and modern GP surgery in the heart of Lambeth, between Camberwell and Brixton. The practice is based in the spacious and purpose-built Akerman Health Centre. We are proud to support a diverse and multicultural population of around 12,000 patients, and are part of the Fiveways Primary Care Network.
You will be joining our friendly and dedicated Patient Services team, who are supported by a team of Care Coordinators, a Data and Operations Lead, the Practice Operations Manager, and our co-Practice Business Managers.
Our large multi-disciplinary clinical team includes GPs, nurses, pharmacists, healthcare assistants, physiotherapists, and a mental health practitioner.
Date posted
07 February 2025
Salary
£13.85 an hour. We are a London Living Wage employer.
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A1321-25-0001
Job locations
1st Floor, Akerman Health Centre, 60 Patmos Road, London, SW9 6AF
Job responsibilities
Reception services: Provide a welcoming and efficient reception service for patients and visitors, managing the waiting area and ensuring timely communication.
Patient support: Handle patient inquiries in person, over the phone, or online. Assist patients with accessing services and managing their healthcare.
Administrative duties: Provide administrative services to the practice, including managing correspondence from third parties and contacting patients regarding routine appointments.
Security and environment: Ensure the reception area and clinical spaces are tidy, safe, and welcoming. Follow protocols for opening and closing the premises.
Data protection: Maintain strict confidentiality of all patient and practice information in accordance with GDPR and organisational policies.
Compliance and training: Complete regular training as required and stay up to date with relevant topics. Attend and contribute to practice meetings.
Person Specification
Qualifications
* Education to GCSE level / NVQ Level 2 or equivalent
* Training in relevant subjects e.g., data protection, safeguarding, or infection control
Experience
* Strong verbal and written communication skills, with the ability to interact effectively with patients, visitors, and team members in person, over the phone, and by email.
* Highly organised and able to manage multiple tasks efficiently, prioritizing work effectively under pressure.
* Keen attention to detail, particularly when handling patient records, appointment bookings, and confidential information.
* Proficient in using computers and standard software, including Microsoft Office and patient administration systems (training on specific practice systems will be provided).
* Experience of, or an interest in, working with deprived and/or marginalised communities.
* Basic understanding of medical terminology.
* Demonstrable experience in providing excellent customer service, ideally in a healthcare or busy public-facing environment.
* Proficiency in a language other than English.
Qualities
* Able to interact with patients from diverse backgrounds in a respectful, compassionate, and non-judgmental manner, showing sensitivity to individual needs and circumstances.
* Committed to maintaining confidentiality, respecting privacy, and acting with integrity in handling sensitive information.
* Works well within a team environment, willing to assist colleagues and adapt to the needs of the practice.
* Willingness to handle varied tasks, be adaptable to changes in workload or practice requirements, and work flexible hours as required.
* Demonstrates understanding and commitment to promoting equality, diversity, and inclusivity within the practice, aligning with the Equality Act 2010 and practice policies.
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
Minet Green Health Practice
Address
1st Floor, Akerman Health Centre, 60 Patmos Road, London, SW9 6AF
Employer's website
https://www.minetgreenhealthpractice.co.uk/
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