Patient Services Advisor

Lakeside Healthcare Group; Peterborough; On-site; GBP 22,000 - 28,000; Full time

Job summary

A healthcare provider in Peterborough is seeking a Patient Services Team member to assist patients through various contact methods. Candidates should possess strong customer service skills and at least three years of experience in a fast-paced environment, ideally within a GP Surgery. The role includes handling patient queries, processing requests, and providing essential administrative support to the team.

Qualifications

• Minimum of three years experience in a customer facing environment.
• Experience of working within a GP Surgery is preferred.

Responsibilities

• Assist and direct patients towards appropriate services in a courteous manner.
• Handle patient queries and calls effectively.
• Provide administrative support for prescriptions and registrations.

Skills

Customer Service Skills

Ability to work in a busy multi-functional team

Call centre experience or equivalent

Experience with Systm One

Handling confidential information

Education

Good standard of education

Job description

Aspart of the Reception Team you will be the first point of contact for patientscontacting the surgery, either by telephone, face to face or digitally. The team are extremely busy, dealing withover 500 patient contacts per day and therefore an ability to be able to workat pace, whilst maintaining professionalism, is essential.

We have a great opportunityfor the right candidate to join our Patient Services Team. We are looking for someone with a passion forprimary care and the drive to support our clinical service.

Main duties of the job

You will be assisting and directing patients toward the appropriate service or healthcare professional in a courteous, efficient and effective way. Duties include:

• Working as part of the Patient Services Team to ensure patients and other service users queries are dealt with in a timely manner
• Answer calls from patients requesting a doctor consultation and take appropriate information recording it on the relevant system
• Process and action online consultation requests, forwarding them to the appropriate clinician
• Process repeat prescription requests in accordance with practice procedures
• Process patient registrations, deductions and other administrative tasks
• Provide administrative support to the clinical administration team as required. Including scanning, incoming/outgoing post, coding and summarising.

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.

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.

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/Department/Team

Lakeside Healthcare at Yaxley is part of Lakeside Healthcare, which serves the healthcare needs across three counties Cambridgeshire, Lincolnshire and Northamptonshire.

We are a well-established semi-rural practice with a growing list size of over 20,000. We usually achieve full QOF points and have been awarded the RCGP Quality Practice Award twice.

For many years we have been at the forefront embracing innovations in General Practice, to the benefit of both our patients and staff. We were early adopters of the Doctor First system and therefore have no waiting list for appointments.

Job responsibilities

Facilitate affectivecommunication when receiving, assisting and directing patients, ensuring thepatient accesses the appropriate service or health care professional in acourteous, efficient and effective way.

Provide generalassistance to the practice team and project a positive and friendly image topatients and other visitors, either in person or via the telephone.

Person Specification

Qualifications

• Good standard of education

Experience

• Customer Service Skills
• Experience of working in a busy & multi-functional team.
• Call centre experience or equivalent
• 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.