Patient Services Advisor

Lakeside Healthcare Group; Yaxley; On-site; GBP 18,000 - 24,000; Part time

Job summary

Lakeside Healthcare is seeking a part-time Receptionist to join our Patient Services Team in Yaxley. You will be the first point of contact for patients contacting the surgery by phone, in person, or digitally, handling a high volume of contacts with professionalism.

The role requires at least three years in a customer-facing environment, experience in a busy GP setting, and familiarity with Systm One. Visa sponsorship is not offered; right to work in the UK must be demonstrated.

Qualifications

• Three years of customer-facing experience
• Experience in a busy, multi-functional team
• Call centre experience or equivalent
• Familiarity with the Systm One clinical database
• Experience working in a GP surgery
• Ability to handle confidential information responsibly

Responsibilities

• Assist and direct patients to the appropriate service or clinician
• Answer calls from patients requesting doctor consultations and record information
• Process online consultation requests and forward to clinicians
• Process repeat prescription requests according to procedures
• Handle patient registrations, deductions and administrative tasks
• Provide administrative support to the clinical administration team

Skills

Customer service

Call centre experience

Teamwork

Handling confidential information

Education

Good standard of education

Tools

SystmOne

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.

Please note that we are unable to offer visa sponsorship for this position. Applicants will be required to demonstrate their right to work in the UK at interview.

Please note this is a part time role offering 32.5 hours per week.

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 primarycare provision in England. We are bold, adventurous and ambitious anddetermined to thrive in uncertain times. We are the largest true partnershipin the NHS and operate from various sites across the East Midlands. We servethe healthcare needs of over 170,000 patients across Northamptonshire,Lincolnshire & Cambridgeshire. Joining our team presents an opportunity tobe part of a large organisation that is changing the way primary care isdelivered today.

Our values atLakeside Healthcare

Caring & Respect: Simply put we genuinely care aboutpeople: working together for our patients and our teams, our patients come firstin everything we do.

Teamwork & Quality: In all areas of our business wenetwork, collaborate and learn from our Patients and Stakeholders.

LakesideHealthcare at Yaxley is part of Lakeside Healthcare, which serves thehealthcare needs across three counties,Cambridgeshire, Lincolnshire andNorthamptonshire.

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

Formany years we have been at the forefront embracing innovations in GeneralPractice, to the benefit of both our patients and staff. We were early adoptersof 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.

For a full job description please see attached.

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.