Patient Services Team Care Co-Ordinator

NHS; Sturminster Newton; On-site; GBP 24,000 - 26,000; Full time

Job summary

Join a progressive GP surgery as a Patient Service Team Member, where your role involves assisting patients, managing appointments, and supporting the clinical team. Ideal for individuals looking for a rewarding position in a friendly environment, supporting varied aspects of General Practice. Flexible shifts Monday to Friday with competitive pay.

Benefits

Company pension

On-site parking

Qualifications

• NVQ 2 in administration, or relevant equivalent experience.
• Educated to GCSE level in Mathematics and English to Grade C or above.
• I.T. Literate.

Responsibilities

• Welcoming and assisting patients at the front desk.
• Answering incoming calls and offering appointments.
• Processing personal and telephone requests for appointments.

Skills

Communication

Customer Service

Confidentiality

Education

NVQ 2 in administration

GCSE Mathematics and English (Grade C or above)

RSA Typing Level 2

Job description

Were looking for enthusiastic and dedicated individuals to join our high-performing, patient-focused Patient Services Team.

This is a varied and rewarding role that involves supporting many aspects of General Practice (but not all at once dont worry!). Depending on your shift, your responsibilities may include:

• Welcoming and assisting patients at the front desk
• Answering incoming calls or contacting patients to offer appointments
• Carrying out essential admin tasks such as registering new patients or supporting our screening programmes.

If you're looking for a flexible role that fits around other commitments, this could be the perfect opportunity for you.

Benefits include company pension and on-site parking.

Working across all the Blackmore Vale Partnership Surgeries, Sturminster Newton, Shaftesbury & Marnhull. Day shifts, Monday to Friday. Full driving licence required.

Think youd be a great voice and face of our Practice? We'd love to hear from you. For more information or an informal chat, contact one of our Team Leads at [e-mail]

Salary: £24,207.39 to £25,341.50 pro ratadepending on experience.

This post is subject to a satisfactory enhanced DBS check and references.

Main duties of the job

Job Summary

To offer general assistance to the practiceteam and project a positive and friendly image to patients and other visitors,either in person or via the telephone.

Working as part of the Patient Services Teamin a range of duties including answering the telephone, supporting the clinicalteam when triaging, responding to patient queries, providing face to facesupport for patients attending the Practices.

Receive, assist, and direct patients inaccessing the appropriate service or healthcare professional in a courteous,efficient, and effective way.

The provision of clerical support toclinical staff and other members of the practice team.

About us

We are a friendly and progressive GP surgery serving our patient population in rural North Dorset. Our dedicated team is committed to delivering high-quality, person-centred care. We are currently seeking a Patient Service Team Member.

Please be aware the advert will close earlier than advertised if sufficient applications are received.

Job responsibilities

Job Duties & Responsibilities

The duties and responsibilities to beundertaken by members of the practice reception and administration team mayinclude any or all the items in the following list. Duties may be varied fromtime to time under the direction of the PST manager dependent on current andevolving practice workload and staffing levels.

Maintain and monitor the practiceappointments system.

Process personal and telephone requests forappointments, visits and telephone consultations and ensure callers aredirected to the appropriate healthcare professional.

Direct visitors to the correct place,ensuring they sign the visitors book on arrival and departure.

Process repeat and acute prescriptionrequests from patients, Pharmacies and online in accordance with practiceguidelines.

Computer data entry/data allocation andcollation, plus processing and recording of information in accordance withPractice procedures.

Initiate contact with and respond torequests from patients, other team members and associated healthcare agenciesand providers.

Take in urine and other samples and deliverto the appropriate place.

Deal appropriately with any forms handed inby patients.

Keep the reception and administration areatidy and free from obstructions and clutter.

Record blood pressure readings on thepatients notes, dealing with any high readings as per Practice protocol.

Hand out any correspondence to the patients.Collect any money (cheque or cash) from patients for services provided, issuingreceipts, and recording on the computer.

Provide an efficient scanning service.

Triage calls, directing and signpostingpatients appropriately to relevant personnel/ services

Understand, and share health promotioninformation whilst using this information to support patients who might benefitfrom these services and to signpost accordingly.

Understand the common needs and safeguardingissues of vulnerable patient groups, including the elderly; housebound andthose with long-term conditions, including physical and mental disabilities.

Supporting further development of carenavigation across the partnership

Assist in the training of other colleagueswhere appropriate

To be noted-

This is not an exhaustive list of duties andresponsibilities, and the post holder may be required to undertake otherduties, which fall within the grade of the job, in discussion with the manager.

Confidentiality

While seeking treatment, patients entrust uswith, or allow us to gather, sensitive information in relation to their healthand other matters. They do so in confidence and have the right to expect thatstaff will respect their privacy and act appropriately.

In the performance of the duties outlined inthis job description, the post-holder may have access to confidentialinformation relating to patients and their carers, practice staff and otherhealthcare workers.

They may also have access to informationrelating to the practice as a business organisation. All such information fromany source is to be regarded as strictly confidential.

Information relating to patients, carers,colleagues, other healthcare workers or the business of the practice may onlybe divulged to authorised persons in accordance with the practice policies andprocedures relating to confidentiality and the protection of personal andsensitive data.

Health & Safety

The post-holder will assist in promoting andmaintaining their own and others health, safety and security as defined in thepractice health & safety policy to include:

Using personal security systems within theworkplace according to practice guidelines.

Identifying the risks involved in workactivities and undertaking such activities in a way that manages those risks.

Making effective use of training to updateknowledge and skills.

Using appropriate infection controlprocedures, maintaining work areas in a tidy and safe way and free fromhazards.

Actively reporting health and safety hazardsand infection hazards immediately when recognised.

Undertaking periodic infection controltraining (minimum annually)

Equality & Diversity

The post-holder will support the equality,diversity and rights of patients, carers, and colleagues, to include:

Acting in a way that recognizes theimportance of peoples rights, interpreting them in a way that is consistentwith practice procedures and policies, and current legislation.

Respecting the privacy, dignity, needs andbeliefs of patients, carers, and colleagues.

Behaving in a manner which is welcoming toand of the individual, is non-judgmental and respects their circumstances,feelings priorities and rights.

Communication

The post-holder should recognize theimportance of effective communication within the team and will strive to:

Communicate effectively with other teammembers.

Communicate effectively with patients andcarers.

Recognise peoples needs for alternativemethods of communication and respond accordingly.

The post-holder will participate in anytraining programme implemented by the practice as part of this employment, suchtraining to include:

Participation in an annual individualperformance review, including taking responsibility for maintaining a record ofown personal and/or professional development.

Taking responsibility for own development,learning and performance and demonstrating skills and activities to others whoare undertaking similar work.

Quality

The post-holder will strive to maintainquality within the practice, and will:

Alert other team members to issues ofquality and risk.

Assess own performance and takeaccountability for own actions, either directly or under supervision.

Contribute to the effectiveness of the teamby reflecting on own and team activities and making suggestions on ways toimprove and enhance the teams performance.

Work effectively with individuals in otheragencies to meet patients needs

Effectively manage own time, workload, andresources.

Contribution to the implementation of services

The post-holder will:

Apply practice policies, standards, andguidance

Discuss with other members of the team howthe policies, standards and guidelines will affect own work.

Participate in audit where appropriate

This document may be amended followingconsultation with the post holder, to facilitate the development of the role,the practice, and the individual. All personnel should be prepared to acceptadditional, or surrender existing duties, to enable the efficient running ofthe practice.

QUALIFICATIONS

ESSENTIAL

NVQ 2 in administration or relevantequivalent experience or qualification

Educated to GCSE level in Mathematics andEnglish to Grade C or above

I.T. Literate

DESIRABLE

RSA Typing Level 2 or equivalent

EXPERIENCE

ESSENTIAL

Experience of working in a customer facingenvironment (face to face and via the telephone)

Experience of working as a part of a team

Experience of working in an officeenvironment

Use of electronic IT systems

Polite telephone manner

Ability to maintain confidentiality

DESIRABLE

Experience using SystmOne

Ability to prioritise work

Some experience of working in a healthcareenvironment

PERSONAL SKILLS, ABILITIES AND ATTRIBUTES

ESSENTIAL

Be able to communicate with people fromdifferent backgrounds

Full Driving licence

Ability to work at any BVP site (SturminsterNewton, Shaftesbury, Marnhull)

Ability to work flexibly depending on theneeds of the role.

Person Specification

Personal Skills

• Be able to communicate with people from different backgrounds
• Full Driving licence
• Ability to work at any BVP site (Sturminster Newton, Shaftesbury, Marnhull)
• Ability to work flexibly depending on the needs of the role

Qualifications

• NVQ 2 in administration or relevant equivalent experience or qualification.
• Educated to GCSE level in Mathematics and English to Grade C or above.
• I.T. Literate.
• RSA Typing Level 2 or equivalent.

Experience

• Experience of working in a customer facing environment (face to face and via the telephone)
• Experience of working as a part of a team
• Experience of working in an office environment
• Use of electronic IT systems
• Polite telephone manner
• Ability to maintain confidentiality
• Experience using SystmOne
• Ability to prioritise work
• Some experience of working in a healthcare environment

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.