Patient Services Advisor

NHS; St. Neots; On-site; GBP 22,000 - 27,000; Full time

Job summary

A healthcare organization is seeking a Full Time Patient Services Advisor to join their reception team in St Neots. The role involves handling high volumes of telephone calls, ensuring a smooth patient experience, and efficiently addressing queries. Ideal candidates should possess customer service skills and experience in a busy environment, including call center exposure. The organization values teamwork and is committed to providing quality care to patients. This position requires a good standard of education and relevant qualifications.

Qualifications

• Experience of working in a busy & multi-functional team.
• Call centre experience or equivalent.
• Experience of handling confidential information and data.
• A minimum of three years experience in a customer facing environment.

Responsibilities

• Answer incoming calls and deal with patient queries.
• Cover all reception duties as necessary.
• Process appointment requests from patients.
• Facilitate effective communication with patients.

Skills

Customer service skills

Telephone communication

Teamwork

Confidentiality

Education

Good Standard of Education

Customer Service Qualification

Tools

Systm One

Job description

We are looking to recruit a Full Time Patient Services Advisor to join our busy Reception/Telephone team in St Neots.

The Patient Services Team are a highly motivated group of amazing individuals who strive to bring the best service possible to our patients.

The successful applicant should have experience of handling high volumes of telephone calls and a focus on customer service, ensuring the patient experience is seamless and when issues do arrive they are dealt with politely and efficiently.

Main duties of the job

• Answering incoming calls, dealing with patient queries and directing to the most suitable person/department
• Be able to cover all reception duties as necessary
• Process appointment requests from patients for on the day and future appointments by telephone and in person
• Receiving patients and consulting with membersof the practice team
• Relaying information from the GPs to thepatients in a timely manner

About us

Lakeside Healthcare is a large GPpartnership that provides NHS care for around 170,000 patients acrossCambridgeshire, Peterborough, Northamptonshire and Lincolnshire. We are made ofeight GP practices across 14 sites that are part of their local communities.

We work together as practices toprovide resilience, sharing learning and professional back-office supportservices.

Our most important asset is ourpeople, who provide care for our patients and help run our surgeries smoothly.We employ over 500 clinical and non-clinical staff, and we invest in trainingand developing to ensure that we retain and attract good quality staff who wantto stay with us and be part of our team.

We are proud of what we do andstrive to demonstrate our values of Caring, Respect, Quality and Teamwork ineverything we do.

Job responsibilities

Facilitate affective communication when receiving, assisting and directing patients, ensuring the patient accesses the appropriate service or health care professional in a courteous, efficient and effective way.

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

Person Specification

Qualifications

• Good Standard of Education
• Customer Service Qualification

Experience

• 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.