Job summary
The ideal candidate will have experience of working in a busy reception or administration environment, have strong customer service skills.
Main duties of the job
Frontof House duties: Including desk enquiries, inbound andoutbound telephone calls, appointments, prescription queries, letterprocessing, difficult discussions, general care of patients
Backoffice duties : Including scanning,reports, tasks, letters and new patient registrations.
About us
GPSHealthcare Primary Care Network (PCN) is a supportive, innovative and dynamicat scale provider working across 8 sites in the Solihull locality, with apopulation of 40,000 patients.
We arecontinually seekingnew ways to support and improve local healthcare servicesfor our patient population with training and development being at theheart of what we do, to benefit bothour team and our patient population.
Benefits
5 weeks including BH + Birthday day (pro-rated)
NHS Pension Scheme
Training and development offered
Job description
Job responsibilities
1. To answer telephone calls and reception deskqueries promptly and professionally
2. To coordinate appointment requests for urgent,same day, future and home visit appointments
3. To facilitate the administration of patientprescriptions in accordance with practice guidelines including; repeats,queries, controlled procedures and validating patient identification
4. To resolve a wide variety of patient queries receivedby telephone, in person and in writing. Including; prescriptions, medications, servicecontacts, specialist referrals, test results, scans and x-rays
5. Identify urgent matters and refer to the clinicalteam / duty doctor as appropriate
6. To accurately update and monitor patient recordsincluding, recording appointments, registration and removal of patients, changeof address, correspondence sent / received, service provider updates
7. To deal with patient concerns and complaints in acalm and professional manner
8. To facilitate attendance at clinics / reviewappointments by assisting with routine monitoring and recalls. Using telephonecalls, 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 andadministrative 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 andprofessional public, reception and kitchen areas, drinks distribution forreception and clinical teams, stock checking, premises security checks
12. As a potential key holder ensure buildings areleft safe and secure upon leaving of an evening
13. Charging and receipt of payments includingmaintaining 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 asappropriate for the role and as required
16. To identify areas for quality improvement, riskavoidance or development and take an active part in delivering the businessobjective
17. To keep up to date with practice informationincluding policy and procedure changes, staff rotas, alerts and serviceprovisions
18. To ensure implementation and adherence to practicepolicy including; Equality and Diversity, Information Governance (includingData Protection Legislation), Confidentiality and Health and Safety
19. Other such duties that may be required
Person Specification
Qualifications
Essential
1. GCSE Grade A-C Maths and English (or equivalent)
Desirable
2. As Level 1
Experience
Essential
3. Reception / Administration experience
4. Working within a busy environment
5. Applying accurate data entry
6. Proven experience in using data entry tools / IT systems
7. Proven customer service skills
8. Answering telephone enquiries / making outbound calls
9. Correspondence / letter writing
10. Worked as part of a team
11. Ability to understand the purpose and goals of the task in hand.
12. Ability to ensure accuracy of activity by monitoring own standards and asking for appropriate support
13. Ability to manage own workloads, understanding own priorities and sourcing help to achieve them whenever appropriate
Desirable
14. Reception / Administration / Clinical Administration experience
15. Working with the general public
16. Some knowledge of the NHS and clinical procedures
17. Dealing with confidentiality
18. In addition to Level 1
19. To create and maintain records and reports
20. In addition to Level 1
21. Maintaining relationships with a wide range of clients
22. Understand client requirements and translate into successful outcomes
23. In addition to Level 1
24. Experience of working towards goals or targets
25. In addition to Level 1
26. Ability to identify and progress forward with efficiencies
27. To work under own initiative when appropriate
28. Helped to implement initiatives
29. In addition to Level 1
30. Excellent organizational skills
31. Co-ordinating Rotas / Diaries / Workloads