Job Summary
Patient Services role will support the practice in delivering excellent patient care. They will assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
You will be joining our Patient Services Team in this role designed to make patient interactions with the practice more streamlined and efficient. Your focus will be on meeting the individual needs of every patient.
If you share our values of collaboration, integrity, quality, respect, and wellbeing and are looking for a new challenge, we would love to hear from you.
Main duties of the job
Our successful candidate will have a busy and varied role which will include providing care navigation/signposting to patients, dealing with general enquiries, explaining procedures, and making new and follow-up appointments. Performing a range of administrative duties to support patient care and supporting our frontline reception services during peak calling times.
You will have excellent communication skills and the confidence to work in a busy and demanding environment. Experience of general administration processes and record keeping will be helpful, and you must be computer literate with the ability to learn our IT systems quickly. Above all, you will be committed to delivering high-quality patient care.
About Us
We are a large rural practice with over 35,000 patients. As a single-practice Primary Care Network, we have a wonderful opportunity to transform care for our patients. We operate from 7 locations across Holderness, and you must also be willing to travel between sites as necessary. Our hard-working and dedicated team includes 23 GPs, an extensive multi-disciplinary team of healthcare professionals, and a great patient services and administration team.
We offer a welcoming practice environment, 25 days annual leave plus bank holidays, and access to the NHS pension scheme.
Date posted
31 January 2025
Pay scheme
Other
Salary
£11.50 to £11.70 an hour in line with Holderness Health Pay Policy
Contract
Permanent
Working pattern
Part-time
Reference number
A1637-25-0131
Job locations
Church View Surgery, 5 Market Hill House, Hedon, HU12 8JE; Hedon Group Practice, 4 Market Hill, Hedon, Hull, HU12 8JD; Hedon Group Practice, Chapel Lane, Keyingham, Hull, HU12 9RA; Holderness Health, 1501 Hedon Road, Hull, HU9 5NX; St. Nicholas Surgery, Queen Street, Withernsea, HU19 2PZ; Hodgson Lane Surgery, Hodgson Lane, Roos, Hull, HU12 0LF; St Patrick's Surgery, St Patrick's Green, Patrington, Hull, HU12 0PF.
Job Description
Job responsibilities
JOB TITLE: Patient Services Team Member
REPORTS TO: Patient Services Team Leaders
Receive, assist, and direct patients in accessing 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 Duties/responsibilities:
Ensure an effective and efficient patient service is provided to patients and any other visitors to the practice.
Provide care navigation/signposting of patients.
Deal with all general enquiries, explain procedures, and make new and follow-up appointments.
Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
Liaise with other clinical staff including District Nurses, Health Visitors, etc.
Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
Enter requests for home visits into the clinical system, ensuring to carefully record all relevant details and referring to the duty doctor where necessary.
Advise patients of relevant charges for private (non-General Medical Services) services.
Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
Ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
Premises:
Open up premises at the start of the day when first to arrive, de-activate the alarm 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. Ensure efficient running of the appointment system and monitor flow of patients into Treatment/Consulting rooms. To work in accordance with written protocols. Fax and photocopy as requested. Be able to cover reception positions as necessary. Process patients' changes of address computer data and medical records (have knowledge of practice area). Have working knowledge of telephone/on-call system, during and after hours. Ensure building security has thorough knowledge of doors/windows/alarm and report any concerns. Carry out any other tasks allocated by managers.
Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff, and other healthcare workers. They may also have access to information relating to the practice as a business organization. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers, or the business of the practice may only be divulged to authorized persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others' health, safety, and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:
Using personal security systems within the workplace according to practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills. Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards. Actively reporting of health and safety hazards and infection hazards immediately when recognized. Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role. Undertaking periodic infection control training (minimum annually). Reporting potential risks identified. Demonstrate due regard for safeguarding and promoting the welfare of children.
Equality And Diversity:
The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues, to include:
Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs, and beliefs of patients, carers, and colleagues. Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities, and rights.
Personal/professional Development:
The post-holder will participate in any training programme implemented by the practice as part of this employment, with such training to include:
Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development. Taking responsibility for own development, learning, and performance and demonstrating skills and activities to others who are undertaking similar work. Responsible for undertaking own mandatory training as per practice policy.
Quality:
The post-holder will strive to maintain quality within the practice, and will:
Alert other team members to issues of quality and risk. Assess own performance and take accountability for own actions, either directly or under supervision. Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance. Work effectively with individuals in other agencies to meet patients' needs. Effectively manage own time, workload, and resources.
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.
The Post-holder Will:
Contribution to the implementation of services:
Apply practice policies, standards, and guidance. Discuss with other members of the team how the policies, standards, and guidelines will affect own work. Participate in audit where appropriate. Ensure they have a full and clean driving license.
Person Specification
Additional Criteria Essential
* Positive and can-do attitude.
* Able to learn and adapt quickly.
* Willing to travel as required for the role, including working from any of our 7 sites (Access to a car for work is therefore essential).
* Provide cover for sickness/annual leave when required.
Experience Essential
* At least 2 years working in a customer-facing environment.
* Experience of working in an office environment.
* Working in a team Good IT knowledge and skills.
* Awareness of own area policies and procedures/systems.
* Understanding of confidentiality and data protection requirements.
* Good knowledge of admin procedures and systems.
* Able to identify, plan and prioritize own work to achieve deadlines.
* Good listening, written, and interpersonal skills with both staff and patients/public.
* Ability to act appropriately on own initiative and react to difficult situations.
* Excellent telephone skills.
* Friendly, approachable, flexible manner.
Desirable
* Experience of working in General Practice or NHS Reception experience.
* Experience of MS office packages and clinical systems (Emis).
* Ability to complete online training when required.
* Data protection and patient confidentiality awareness.
* Previous admin position.
* Previous experience of using a multi-line telephone switchboard.
Qualifications Essential
* Good standard of education.
Desirable
* Customer care training/qualification.
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
Holderness Health
Address
Church View Surgery, 5 Market Hill House, Hedon, HU12 8JE
Employer's website
https://www.holdernesshealth.nhs.uk/
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