We are looking for someone to represent the practice face-to-face and on the telephone. The role involves assisting and caring for patients by helping them access the appropriate services or healthcare professionals in a courteous, efficient, and effective manner, in line with appropriate training.
You will provide general assistance to patients, visitors, and the practice team in a positive and friendly manner, either in person or via telephone. Administrative duties include scanning and filing.
Hours required: 14-20 hours per week, Monday to Friday, with a rotational Friday 6:30 pm lock-up and a Saturday morning clinic. There may also be a need for one Wednesday evening per week on a rotational basis if mandated in the future.
Interviews will be held as soon as possible after the closing date. Successful candidates may be invited to do a shadowing session to meet the team.
Main Duties of the Job
Job Responsibilities:
* Reception: Welcome patients and visitors, ensuring a professional and efficient service. Respond to requests from patients, practice staff, and healthcare professionals. Handle emergency situations professionally. Manage repeat prescription requests online, by email, or in person. Address general enquiries, explain procedures, assist with online services registration, make appointments, scan and file correspondence, and handle correspondence from various sources. Open and close the building.
About Us
We are a dynamic and friendly training practice with over 13,000 patients in Leckhampton, Cheltenham. We are passionate about providing high-quality care and are looking to recruit an additional Patient Care Advisor to join our enthusiastic, supportive, and hardworking team. The role requires good customer service and interpersonal skills, with the ability to work calmly under pressure. We promote a positive working environment with opportunities for team building and personal development.
Additional Job Responsibilities
* Assist with appointments, including booking, amending, and cancelling, ensuring efficiency and directing patients to online services as appropriate.
* Respond to calls from patients courteously and professionally. Transfer calls as needed. Deal with appointment and prescription queries over the phone or email. Arrange interpreters when requested.
* Handle administrative tasks such as opening mail, scanning documents, updating patient records, and responding to website queries.
* Process patient registrations, change of address, and repeat prescriptions. Use IT systems effectively, including the SystmOne Clinical System.
Person Specification
Qualifications: GCSE level or equivalent, including English.
Experience: Experience working with the public, excellent communication skills, basic IT skills, polite telephone manner, team and autonomous work capability, good time management, adherence to policies, and flexibility. Knowledge of SystmOne and primary care experience are desirable.
Disclosure and Barring Service Check
This post is subject to a DBS check in accordance with the Rehabilitation of Offenders Act (Exceptions Order) 1975.
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