Job summary Do you have excellent customer service skills Do you thrive in a busy, fast paced environment Are you an organized person with great attention to detail If you answered yes to any of these questions, we would like to hear from you We have a great opportunity for the right candidate to join our patient services team. We are looking for someone with a passion for primary care and the drive to support our clinical service. Main duties of the job You will be assisting and directing patients toward the appropriate service or healthcare professional in a courteous, efficient and effective way. Duties include: Processing appointment requests from patients for on the day and future appointments Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery Registration of new patients computer data entry and medical records Ensure building security About us LAKESIDE HEALTHCARE is changing the face of primary care provision in England. We are bold, adventurous and ambitious and determined to thrive in uncertain times. We are the largest true partnership in the NHS and operate from various sites across the East Midlands. We serve the healthcare needs of over 170,000 patients across Northamptonshire, Lincolnshire & Cambridgeshire. Joining our team presents an opportunity to be part of a large organisation that is changing the way primary care is delivered today. Living and breathing our values at Lakeside Healthcare Caring & Respect : Simply put we genuinely care about people: working together for our patients and our teams, our patients come first in everything we do. We strive to ensure we connect and respond to all needs with compassion, care and respect to improve the lives and wellbeing of the communities we serve. Teamwork & Quality : In all areas of our business we network, collaborate and learn from our Patients, Stakeholders and each another to ensure we are always striving to improve, making the right and best decisions to provide the best service. Date posted 10 February 2025 Pay scheme Other Salary £11.60 an hour Contract Permanent Working pattern Full-time Reference number A3007-25-0025 Job locations Oundle Surgery Oundle Peterborough PE8 4JA Job description Job responsibilities To be responsible for undertaking a wide range of reception and admin duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers. Job Responsibilities : Reception and Call Centre Receiving patients and consulting with members of the practice team. Handing all requests including but not limited to appointments, visit requests and general enquiries. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter Adhere to paperless office guidelines Have working knowledge of the telephone system Work to group KPIs in terms of targets Professional and polite even under pressure Signposting and booking appointments as required Processing e-requests in line with practice policies Appointments Process appointment requests from patients for on the day and future appointments by telephone and in person appropriately and in line with practice policies. Sign post patients to the correct service Deal with visit requests Administration To have a thorough knowledge of all practice procedures To work in accordance with written protocols To carry out specific administrative tasks including but not limited to: Processing of repeat prescriptions New patient registrations Patient removals Patient recalls General data entry to compliance systems and patient records Change of addresses General office administration Clinical code data on SystmOne Computer skills General computer skills Other Tasks Monitor and maintain the patient facing areas and notice boards Restocking of consulting rooms of stationary Take part in audit checks where appropriate Support all clinical staff and the wide team with general tasks as requested. Ensure building security having thorough knowledge of doors/windows/alarm Duties may be varied from time to time under the direction of Team Lead/ PTSV Manager or General Manager dependent on current and evolving practice workload and staffing levels. Job description Job responsibilities To be responsible for undertaking a wide range of reception and admin duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers. Job Responsibilities : Reception and Call Centre Receiving patients and consulting with members of the practice team. Handing all requests including but not limited to appointments, visit requests and general enquiries. Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter Adhere to paperless office guidelines Have working knowledge of the telephone system Work to group KPIs in terms of targets Professional and polite even under pressure Signposting and booking appointments as required Processing e-requests in line with practice policies Appointments Process appointment requests from patients for on the day and future appointments by telephone and in person appropriately and in line with practice policies. Sign post patients to the correct service Deal with visit requests Administration To have a thorough knowledge of all practice procedures To work in accordance with written protocols To carry out specific administrative tasks including but not limited to: Processing of repeat prescriptions New patient registrations Patient removals Patient recalls General data entry to compliance systems and patient records Change of addresses General office administration Clinical code data on SystmOne Computer skills General computer skills Other Tasks Monitor and maintain the patient facing areas and notice boards Restocking of consulting rooms of stationary Take part in audit checks where appropriate Support all clinical staff and the wide team with general tasks as requested. Ensure building security having thorough knowledge of doors/windows/alarm Duties may be varied from time to time under the direction of Team Lead/ PTSV Manager or General Manager dependent on current and evolving practice workload and staffing levels. Person Specification Experience Essential Customer Service Skills Experience of working in a busy & multi-functional team. Call centre experience or equivalent Experience of handling confidential information and data Desirable Using Systm One (Clinical database) Experience of working within a GP Surgery A minimum of three years experience in a customer facing environment Qualifications Essential Good standard of education Desirable Customer Service qualification Person Specification Experience Essential Customer Service Skills Experience of working in a busy & multi-functional team. Call centre experience or equivalent Experience of handling confidential information and data Desirable Using Systm One (Clinical database) Experience of working within a GP Surgery A minimum of three years experience in a customer facing environment Qualifications Essential Good standard of education Desirable Customer Service 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 Lakeside Healthcare Group Address Oundle Surgery Oundle Peterborough PE8 4JA Employer's website https://www.lakesidehealthcaregroup.co.uk (Opens in a new tab)