Patient Services Officers (PSOs) are the first point of contact at the practice for our patients, their carers, and other healthcare professionals. The role comprises three key areas of responsibility: greeting patients and answering queries at the front desk, answering telephone calls, and administrative work. It is both a challenging and rewarding role with clear opportunities for career progression for staff who show interest and aptitude.
The practice welcomes applicants looking for both full-time and part-time work (minimum 4 days a week), and will always attempt to accommodate exceptional applicants with other commitments, such as caring, studies, or other employment.
We look forward to hearing from you! If you have questions or wish to discuss anything informally, please contact us and ask to speak with the Practice Operations Manager, Joe Qiu.
Main duties of the job
Working closely with all members of the practice team, including GPs and administrative staff, PSOs will initially focus on developing skills in greeting patients, answering calls, and processing correspondence. After training, responsibilities may include handling repeat prescriptions, managing medical records requests, processing reports, and coordinating recalls, tailored to individual interests.
About us
We are a large, modern GP surgery located in the Akerman Health Centre in Lambeth, serving a diverse population of around 12,000 patients and part of the Fiveways Primary Care Network. Our team includes GPs, nurses, pharmacists, healthcare assistants, physiotherapists, and a mental health practitioner, supported by care coordinators and practice managers.
Job responsibilities
Please see attached document for full job description
Reception services: Provide a welcoming and efficient reception service, managing the waiting area and ensuring timely communication.
Patient support: Assist patients with inquiries in person, over the phone, or online, and help them access services.
Administrative duties: Manage correspondence from third parties and contact patients regarding routine appointments.
Security and environment: Maintain a tidy, safe, and welcoming reception and clinical spaces, following protocols for opening and closing.
Data protection: Maintain confidentiality of patient and practice information in accordance with GDPR and policies.
Compliance and training: Complete necessary training and participate in practice meetings.
Person Specification
Qualifications
* GCSE level / NVQ Level 2 or equivalent
* Training in data protection, safeguarding, infection control, or similar
Experience
* Strong communication skills, effective with patients, visitors, and team members
* Highly organized, able to manage multiple tasks and prioritize under pressure
* Keen attention to detail, especially with patient records and confidentiality
* Proficient in computers and software like Microsoft Office and patient systems (training provided)
* Interest or experience in working with deprived/marginalized communities
* Basic medical terminology knowledge
* Experience in healthcare settings
* Excellent customer service skills in busy environments
* Proficiency in another language is advantageous
Qualities
* Respectful, compassionate, and non-judgmental interaction with diverse patients
* Committed to confidentiality, privacy, and integrity
* Team player, adaptable, and willing to assist colleagues
* Flexible, willing to handle varied tasks and work different hours
* Dedicated to promoting equality, diversity, and inclusivity, aligning with the Equality Act 2010
Disclosure and Barring Service Check
This position requires a DBS check due to the Rehabilitation of Offenders Act (Exceptions Order) 1975.
£13.85 per hour. We are a London Living Wage employer.
#J-18808-Ljbffr