Due to the ever-growing population Price's Mill Surgery is looking to recruit a part time new member to join our enthusiastic, supportive and friendly team of Patient Co-ordinators.
In this front of house role you will assist and direct patients to access the appropriate healthcare professional or service and manage prescription requests and queries. The ideal candidate will approach their work in a courteous, professional and efficient way. You will show initiative, be pro-active and be able to prioritise your workload. You will be part of a dedicated, reliable and high performing team.
The ideal candidate will be someone with good customer and interpersonal skills with the ability to work calmly under pressure.
Hours - 21 hours*
Monday: Non-Working Day
Tuesday: Non-Working Day
Thursday: 12:00 - 16:00
Friday: 07:45 - 16:00 (30 mins for lunch)
*Flexibility is essential as the role requires rotational cover for Saturday morning enhanced access clinics, plus opportunity for overtime during holiday and other absence cover.
Main duties of the job
The main duties of the role are:
* Provide general assistance to the practice team and project a positive and professional image to patients and other visitors
* Processing requests for appointments, visits and telephone consultations and direct patients to the appropriate healthcare professional or service
* Facilitate effective communication with patients and other service users
* Process repeat prescription requests and deal with prescription queries in accordance with practice guidelines
About us
Price's Mill Surgery is located in the heart of the beautifulmarket town of Nailsworth, we are a friendly, progressive practice whereeffective teamwork enables us to deliver an excellent range of services to our patients.
Job responsibilities
Duties and Responsibilities
Answering thetelephone in a professional manner aiming to answer calls in a timely mannerand within 3-5 rings where possible. Assist patients with their queries andsignpost them to the most appropriate appointment or service.
Completing triagequestionnaires with patients who are unable to use the online platform (Anima)
Prioritisingwhether calls are urgent or routine and booking patients face to face and viatelephone adhering to book on the day slots.
Taking accurateand relevant telephone messages ensuring these are passed to the correct teammember.
Daily use ofSystmOne clinical system
Daily use ofAnima online platform
Deal with allenquiries at the front desk and explain practice polices, giving patients theappropriate paperwork where necessary and taking payment when required.
Dealingappropriately with visit requests and emergency calls
Receive, assistand direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way.
Carry outreception duties in line with the Reception Handbook and also followingdirection from the Patient Services Lead
Provide generalassistance to the Practice team and project a positive and friendly image topatients and other visitors, either in person or via the telephone.
To have a thorough knowledge of all practice procedure
Process Registration of patients including temporary patients
Process patientonline access requests as appropriate
Open incomingmail and forward to the appropriate person/team
Ensure internalmail and samples are sent with the delivery
Record and passon messages to clinicians via tasks
Ensure correctGPs are approached for messages and are not interrupted unnecessarily duringconsultations
Process repeatprescription requests in accordance to practice guidelines, using reference tothe prescription clerk handbook.
Promote andprovide patients with the help and services the Practice can offer which willenable a better patient experience
Effectivelymanage own time, workload and resources
Liaise with otherparties, such as the pharmacy or other healthcare workers, in a courteousmanner as required for patient care purposes
Ensuring that thereception office and consulting rooms are kept tidy and well stocked with dayto day requirements
Ensuring that allpublic areas are kept tidy and safe at all times.
Fulfil thepractice premises requirements on your appointed days. This includes openingup, locking up, ensuring the building is secure and operating the burglar alarm
Liaise with themanagement team to identify shortfalls in service provision to improve servicesto patients or improve the efficiency of the practice
Attend meetingsand undertake further training as required. Such meetings and training may beoutside the normal working hours of the post holder
Any other dutiesappropriate to the post as delegated by the Patient Services Lead, Practice Manageror GP Partners
To work inaccordance with written protocol
Working as aflexible member of the team to ensure the smooth running of the practice. This willinclude working Saturday mornings on a rotational basis to cover enhancedaccess clinics and also may include overtime to cover absent colleagues ortaking on other duties as appropriate.
Person Specification
Qualifications
* General Education to GCSE level or equivalent
* Customer Service NVQ
Experience
* Office/Reception Experience
* Experience of a non-clinical multi-tasking role
* Working with TPP SystmOne
* Experience of working in a GP Practice in a non-clinical role
Skills and Knowledge
* Interpersonal skills
* Ability to multi-task and prioritise effectively whilst staying calm under pressure
* Good understanding of Confidentiality and Data protection regulations
* Ability to communicate effectively and with patience
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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