Job summary The ideal candidate will have experience of working in a busy reception or administration environment, have strong customer service skills. Interview Date: W/C 18 November 2024 Main duties of the job Front of House duties: Including desk enquiries, inbound and outbound telephone calls, appointments, prescription queries, letter processing, difficult discussions, general care of patients Back office duties : Including scanning, reports, tasks, letters and new patient registrations. About us GPS Healthcare is a modern, dynamic, innovative, successful, training practice based in Solihull, West Midlands.We are a fully formed partnership of six GP surgery sites serving over 40,000 patients, with just over 150 staff members located in the Solihull and Knowle area.We are continually seeking new ways to support and improve local healthcare services for our patient population with training and development being at the heart of what we do, to benefit both our team and our patient population therefore always looking for new members to expand our team. Our vision is to deliver safe, effective and culturally responsive healthcare services, empowering individuals to thrive and communities to flourish. Our Strategic Goals: Strengthen collaboration and communication. Develop proactive strategies to promote healthier lifestyles. Implement change based on feedback and evidence to meet established standards of excellence. Our Values are: C - Care A - Agile R - Respectful E - Efficient Benefits 5 weeks Annual Leave Bank Holidays Birthday day (pro-rated) NHS Pension Scheme Training and development offered Date posted 24 October 2024 Pay scheme Other Salary £12.13 an hour Contract Permanent Working pattern Part-time, Flexible working Reference number A2634-24-0019 Job locations GPS Healthcare Shirley Solihull West Midlands B904DD Job description Job responsibilities 1. To answer telephone calls and reception desk queries promptly and professionally 2. To coordinate appointment requests for urgent, same day, future and home visit appointments 3. To facilitate the administration of patient prescriptions in accordance with practice guidelines including; repeats, queries, controlled procedures and validating patient identification 4. To resolve a wide variety of patient queries received by telephone, in person and in writing. Including; prescriptions, medications, service contacts, specialist referrals, test results, scans and x-rays 5. Identify urgent matters and refer to the clinical team / duty doctor as appropriate 6. To accurately update and monitor patient records including, recording appointments, registration and removal of patients, change of address, correspondence sent / received, service provider updates 7. To deal with patient concerns and complaints in a calm and professional manner 8. To facilitate attendance at clinics / review appointments by assisting with routine monitoring and recalls. Using telephone calls, emails, letter writing, faxes as appropriate 9. To liaise with other healthcare professionals, secretaries and administration teams with regards to coordinating patient care. 10. To assist the practice team with clerical and administrative duties as may be reasonably required. Including; Reports, Registrations, Recalls, Links, Process reviews, Letter writing, Faxing, Scanning, Read Coding, Auditing 11. To fully participate in maintaining tidy and professional public, reception and kitchen areas, drinks distribution for reception and clinical teams, stock checking, premises security checks 12. As a potential key holder ensure buildings are left safe and secure upon leaving of an evening 13. Charging and receipt of payments including maintaining an accurate petty cash record 14. To work as a positive and supportive team member, providing cover for similar posts as required 15. To attend meetings, training and conferences as appropriate for the role and as required 16. To identify areas for quality improvement, risk avoidance or development and take an active part in delivering the business objective 17. To keep up to date with practice information including policy and procedure changes, staff rotas, alerts and service provisions 18. To ensure implementation and adherence to practice policy including; Equality and Diversity, Information Governance (including Data Protection Legislation), Confidentiality and Health and Safety 19. Other such duties that may be required Job description Job responsibilities 1. To answer telephone calls and reception desk queries promptly and professionally 2. To coordinate appointment requests for urgent, same day, future and home visit appointments 3. To facilitate the administration of patient prescriptions in accordance with practice guidelines including; repeats, queries, controlled procedures and validating patient identification 4. To resolve a wide variety of patient queries received by telephone, in person and in writing. Including; prescriptions, medications, service contacts, specialist referrals, test results, scans and x-rays 5. Identify urgent matters and refer to the clinical team / duty doctor as appropriate 6. To accurately update and monitor patient records including, recording appointments, registration and removal of patients, change of address, correspondence sent / received, service provider updates 7. To deal with patient concerns and complaints in a calm and professional manner 8. To facilitate attendance at clinics / review appointments by assisting with routine monitoring and recalls. Using telephone calls, emails, letter writing, faxes as appropriate 9. To liaise with other healthcare professionals, secretaries and administration teams with regards to coordinating patient care. 10. To assist the practice team with clerical and administrative duties as may be reasonably required. Including; Reports, Registrations, Recalls, Links, Process reviews, Letter writing, Faxing, Scanning, Read Coding, Auditing 11. To fully participate in maintaining tidy and professional public, reception and kitchen areas, drinks distribution for reception and clinical teams, stock checking, premises security checks 12. As a potential key holder ensure buildings are left safe and secure upon leaving of an evening 13. Charging and receipt of payments including maintaining an accurate petty cash record 14. To work as a positive and supportive team member, providing cover for similar posts as required 15. To attend meetings, training and conferences as appropriate for the role and as required 16. To identify areas for quality improvement, risk avoidance or development and take an active part in delivering the business objective 17. To keep up to date with practice information including policy and procedure changes, staff rotas, alerts and service provisions 18. To ensure implementation and adherence to practice policy including; Equality and Diversity, Information Governance (including Data Protection Legislation), Confidentiality and Health and Safety 19. Other such duties that may be required Person Specification Qualifications Essential GCSE Grade A-C Maths and English (or equivalent) Desirable As Level 1 Experience Essential Reception / Administration experience Working within a busy environment Applying accurate data entry Proven experience in using data entry tools / IT systems Proven customer service skills Answering telephone enquiries / making outbound calls Correspondence / letter writing Worked as part of a team Ability to understand the purpose and goals of the task in hand. Ability to ensure accuracy of activity by monitoring own standards and asking for appropriate support Ability to manage own workloads, understanding own priorities and sourcing help to achieve them whenever appropriate Desirable Reception / Administration / Clinical Administration experience Working with the general public Some knowledge of the NHS and clinical procedures Dealing with confidentiality In addition to Level 1 To create and maintain records and reports In addition to Level 1 Maintaining relationships with a wide range of clients Understand client requirements and translate into successful outcomes In addition to Level 1 Experience of working towards goals or targets In addition to Level 1 Ability to identify and progress forward with efficiencies To work under own initiative when appropriate Helped to implement initiatives In addition to Level 1 Excellent organizational skills Co-ordinating Rotas / Diaries / Workloads Person Specification Qualifications Essential GCSE Grade A-C Maths and English (or equivalent) Desirable As Level 1 Experience Essential Reception / Administration experience Working within a busy environment Applying accurate data entry Proven experience in using data entry tools / IT systems Proven customer service skills Answering telephone enquiries / making outbound calls Correspondence / letter writing Worked as part of a team Ability to understand the purpose and goals of the task in hand. Ability to ensure accuracy of activity by monitoring own standards and asking for appropriate support Ability to manage own workloads, understanding own priorities and sourcing help to achieve them whenever appropriate Desirable Reception / Administration / Clinical Administration experience Working with the general public Some knowledge of the NHS and clinical procedures Dealing with confidentiality In addition to Level 1 To create and maintain records and reports In addition to Level 1 Maintaining relationships with a wide range of clients Understand client requirements and translate into successful outcomes In addition to Level 1 Experience of working towards goals or targets In addition to Level 1 Ability to identify and progress forward with efficiencies To work under own initiative when appropriate Helped to implement initiatives In addition to Level 1 Excellent organizational skills Co-ordinating Rotas / Diaries / Workloads 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 GPS Healthcare Address GPS Healthcare Shirley Solihull West Midlands B904DD Employer's website https://www.gpshealthcare.co.uk/ (Opens in a new tab)