Patient Services Assistant

NHS Jobs; Blandford Forum; Sur place; GBP 21 000 - 25 000; Plein temps

Résumé du poste

Blandford Group Practice is looking for a friendly receptionist to join our NHS team in Blandford Forum. You will greet patients, manage appointments, and provide general admin support to ensure smooth running of the practice.

Role involves handling telephone enquiries, triage support, and maintaining patient records with confidentiality. You will work as part of a welcoming team dedicated to patient-centred care within the NHS framework.

Qualifications

• Experience in customer-facing reception or admin roles.
• Ability to handle confidential information with discretion.
• Good communication skills, both in person and on the phone.

Responsabilités

• Welcome and check in patients for appointments; cover front desk, online triage, phones and admin tasks.
• Process appointment requests for on the day and future slots; manage bookings.
• Maintain knowledge of practice procedures; support with filing notes and handling payments.
• Use Outlook and SystmOne for diary management and patient communications.
• Support confidentiality and data protection in line with policies.
• Assist with health and safety procedures and ward/clinic room security.
• Promote a positive image and quality service to patients and colleagues.

Connaissances

Customer service

Telephone manner

Organisation

Outils

Outlook

SystmOne

Description du poste

About Us

At the Blandford Group Practice we are passionate about making a difference to our patients health and wellbeing. We pride ourselves on being a friendly and welcoming team. We deliver NHS services from three surgeries across Blandford and employ a variety of non-clinical staff and health professionals such as GP's, Nurses, Physios, Mental Health Practitioner, Pharmacists and Paramedics. We are part of the NHS Pension Scheme.

Job Summary

Receive, assist and direct patients in accessing the appropriate service or healthcare 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

Job Responsibilities

Administration

To have a thorough knowledge of all Practice procedures. Supporting with cancelling and moving appointments To work in accordance with written protocols Collecting/filing paper notes as required/requested Photocopy as requested Issue bills, collect monies and give receipts for non-NHS fees. Distribute patient communications via the front desk as and when needed. Liaise with other team members across the Practice to provide the best service for patients. Deal with clinician requests for follow up appointments with patients

Reception

Welcome and check in patients for their booked appointments. Be able to cover all reception positions as necessary to include the front desk, online triage, phones, and admin tasks.

Appointments

Process appointment requests for on the day and future appointments from patients by telephone, online triage, and in person. Deal with visits requests

Computer

Thorough knowledge of Outlook, SystmOne, and any other system used by the Practice relevant to the job role.

Telephone

Have working knowledge of the telephone system, telephone groups, and voicemails. Work within recommended targets provided by Patient Services Team Manager.

Other Tasks

Ensure building security have thorough knowledge of doors/windows/alarm. Keep reception area clean and tidy. Any other tasks allocated by managers Complete opening and closing checks as required.

Confidentiality

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include: Using personal security systems within the workplace according to Practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified

Vulnerable Adults, Children & Young People

All members of staff have a duty to safeguard and promote the welfare of vulnerable adults, children and young people in all relevant areas of their work. This will include timely attendance at relevant training events and compliance with the Practices Policies and Procedures and Bournemouth, Dorset and Poole Inter-Agency Safeguarding Procedures.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include: Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage own time, workload and resources

Communication:

The post-holder should recognize the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will: Apply Practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate