Job summary
We are looking to recruit a full-time Patient Services Advisor to join our busy Reception/Telephone team in St Neots.
The Patient Services Team are a highly motivated group of amazing individuals who strive to bring the best service possible to our patients.
The successful applicant should have experience of handling high volumes of telephone calls and a focus on customer service, ensuring the patient experience is seamless and when issues do arrive they are dealt with politely and efficiently.
Our core hours of business are 08:00 18:00 Monday - Friday. However, the ability to cover evening clinic hours up until 20:30 on a rota basis is essential.
Main duties of the job
- Process appointment requests from patients for on the day and future appointments by telephone and in person.
- Answering incoming calls, dealing with patient queries and directing to the most suitable person/department.
- Communicate effectively with patients and carers.
- Registration of new patients computer data entry and medical records.
- Be able to cover all reception duties as necessary.
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.
About the Practice
Lakeside St Neots is a friendly surgery run by doctors, nurses and associated staff who know their patients and care deeply about the quality of health provided to our community. We build upon this by investing in people, facilities, and equipment to provide services that are more accessible, more convenient, and more diverse within the local community.
Job description
Job responsibilities
Job summary
Facilitate affective communication when receiving, assisting and directing patients, ensuring the patient accesses the appropriate service or health care 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 Responsibilities:
Administration
- To have a thorough knowledge of all practice procedures.
- To work in accordance with written protocols.
Reception
- Receiving patients and consulting with members of the practice team.
- Answering incoming calls, dealing with patient queries and directing to the most suitable person/department.
- Relaying information from the GPs to the patients in a timely manner.
- Be able to cover all reception duties as necessary.
- Keeping the reception area, notice boards and waiting areas free from obstructions and clutter.
Appointments- Process appointment requests from patients for on the day and future appointments by telephone and in person.
- Deal with visit requests.
Communication:
The post-holder should recognise the importance of effective communication within the team and will strive to:
- Communicate effectively with other team members.
- Communicate effectively with patients and carers.
- Recognise peoples needs for alternative methods of communication and respond accordingly.
Computer
- Registration of new patients computer data entry and medical records.
- Process patients change of address computer data and medical records (have knowledge of Practice area).
- Referring patients to other care providers when required.
Other tasks
- Ensure building security having thorough knowledge of doors/windows/alarm.
- Duties may be varied from time to time under the direction of the Patient Services Manager/Patient Services Team Leader dependant on current and evolving practice workload and staffing levels
Person Specification
Qualifications
Essential
- Good standard of education.
Desirable
- Customer Service qualification.
Experience
Essential
- Customer Service Skills.
- Experience of working in a busy & multi-functional team.
Desirable
- Using Systm One (Clinical database).
- Experience of working within a GP Surgery.
- A minimum of three years' experience in a customer facing environment.
- Experience of handling confidential information and data.
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
Doctors Surgery
14 Huntingdon Street
St. Neots
Cambridgeshire
PE19 1BQ