We are looking for an exceptional and enthusiastic patient support officer due to promotion within the team.
Ideally you will have previous receptionist experience in a GP practice setting. Having a friendly and caring nature is very important to put patients at ease when attending the practice or contacting over the telephone.
This role is for 20 hours a week between the hours of 8am until 6:30pm.
Main duties of the job
To provide a friendly welcome to all patients, visitors and callers and act as a main point of contact for all general enquiries. You will work as part of the Alliance Teaching Practice Team, providing general assistance to the team and contributing to the achievement of its objectives.
This role will require you to maintain information and monitoring systems, and to support the demands of the service.
About us
Alliance Teaching Practice is ran by Coventry and Rugby GP Alliance on behalf of the Coventry and Rugby Clinical Commissioning Group. We provide patients with access to high quality healthcare throughout Coventry.
We are committed to providing our patients with a full general practice service and access to a range of health professionals. We offer a range of health services and information as well as advice and treatment for a range of illnesses and minor injuries.
Our doctors have a range of medical interests and skills. As part of our pro-active approach to the needs of our patients, Alliance Teaching Practice undertakes the teaching of our future Healthcare Professionals.
There are 4 sites across Coventry: City of Coventry Health Centre, Foleshill Surgery.
Job responsibilities
Main Duties:
1. Arrive in good time to start the session promptly and remain on the premises until all patients have been seen and/or the session has finished.
2. Meet and greet patients, members of the public and visitors in a friendly and courteous manner.
3. Offer general assistance to the ATP team and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.
4. Facilitate effective communication between patients, members of the ATP team and CRGPA.
5. Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
6. Provide an efficient, courteous and responsive reception and telephone service to the public.
7. Participate in new initiatives and future changes in service delivery improvements.
8. Support the Team in promoting equal opportunities in the workplace and delivering services which are accessible and appropriate to the diverse needs of service users.
9. Actively pursue own personal development and take full advantage of training provided.
Appointments
1. Process appointment requests by triaging all calls, dealing sympathetically and assessing priorities and initiating action as required.
2. Pull/fill notes for Practices and update as necessary.
3. Hand completed repeat prescriptions to patients.
4. Play an active role in the co-ordination, and review of patient surveys e.g. Friends and Family Test.
5. Offer solutions and actively listen to patients to resolve issues.
6. Check patients in on arrival at the surgery.
7. Check that all patients contact details are correct upon arrival.
8. Monitor flow of patients into consulting and treatment rooms.
Operations
1. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
2. Deal with all general enquiries.
3. Carry out a range of administration duties including word processing and data inputting duties as required (EMIS), fax, photocopy and post.
Patient Registrations
1. Process new patient registrations and change of patient details, using appropriate systems.
2. Ensure that up to date and comprehensive information is available at all times through liaison with other Team members.
Facilities
1. Tidy doctors rooms and replenish supplies of forms on completion of sessions.
2. Keep the reception area tidy and free from obstructions and clutter.
3. Keep the reception well-stocked with stationery and other supplies.
4. Have a thorough knowledge of all practice procedures and work in accordance of approved protocols.
5. Ensure building security- have a thorough knowledge of doors/windows/alarm.
Other Tasks
1. Participate in performance review meetings, including taking responsibility for maintaining a record of own personal and/or professional development.
2. Take responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
3. Undertake a variety of administrative duties to assist in the smooth running of the service including the provision of clerical support to clinical staff and other members of the ATP team, or any other duties as requested by line manager.
4. Contribute to the development and improvement of services to patients.
5. Play an active role in the induction/training of new staff members.
6. Support with the delivery of other targeted services delivered by Coventry and Rugby GP Alliance.
7. The duties of the post may be reviewed and, if appropriate, changed by discussion with the post holder to ensure the provision of effective and efficient services.
Person Specification
Attributes
* Understanding of confidentiality.
* Ability to use own judgement, resourcefulness and common sense.
* Ability to work without direct supervision and determine own workload priorities.
* Ability to work as part of an integrated multi-skilled team.
* Approachable.
* Able to use own initiative.
* Able to work under pressure.
Flexibility
* Ability to work flexibly between the hours of 8am til 6:30pm Monday to Friday.
Qualifications
* Educated to GCSE level or equivalent.
* NVQ or equivalent in Administration/Customer Service.
* ECDL or equivalent.
Experience
* Experience of Microsoft Office applications.
* Experience of team working.
* Working in a public reception environment.
* Working with EMIS.
* Previous receptionist experience.
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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