Patient Services Team Member

NHS Jobs; East Midlands; On-site; GBP 19,000 - 23,000; Full time

Job summary

Castle Donington Surgery is seeking a confident, patient-focused receptionist/administrator to join our friendly primary care team. You will be the first point of contact for patients, handling calls, front-desk duties and signposting to the correct service.

With experience in general practice and familiarity with SystmOne, you will Process appointments, prescriptions and digital correspondence while supporting the clinical team in a busy, patient-centred environment.

Qualifications

• GCSE level or equivalent, including Maths and English.
• NVQ Level 2 in Health and Social Care.
• Experience in healthcare or general practice is beneficial.

Responsibilities

• Process appointment requests and signpost patients.
• Direct patient contact by phone or in person.
• Handle patient inquiries via phone or online portal.
• Manage front desk, reception and waiting area.
• Provide admin support to the primary health care team.
• Manage digital workflow and correspondence.
• Process repeat prescriptions and medication requests.
• Monitor patient call and recall systems.
• Support Long Term Condition clinics.

Skills

Communication

Telephone skills

MS Office

Time management

Teamwork

Interpersonal skills

Problem solving

Policy following

Education

GCSE level

NVQ Level 2

Tools

SystmOne

Job description

Ideal opportunity for a confident, hard-working individual to help make a difference in the local community and join a friendly, supportive, and hard-working team.

Applicants must have excellent communication, telephone, and customer service skills.

Primary working hours - Variable, set between Monday to Friday between 08:00 and 18:30.

Previous general practice experience is essential ideally working with SystmOne and the ability to work under pressure in a fast-changing environment is essential.

Main duties of the job

The successful candidate will be involved in a wide and varied set of duties including, but not limited to;

• Processing appointment requests and actively signposting patients to the correct point of care.
• Direct patient contact via the telephone and face-to-face.
• Managing other patient inquiries and requests via the telephone or our online consultation portal.
• Front desk duties, managing the reception and waiting room.
• Provide administrative support to members of the primary health care team in the following.
• Digital workflow and correspondence management
• Processing of patient repeat prescriptions and other medication requests.
• Monitoring patient call and recall systems.
• Long Term Condition clinic support.

About us

Castle Donington Surgery serves as a vital healthcare hub in the semi-rural landscape of Castle Donington, catering to a community of approximately 10,500 patients and counting. Our dedicated clinical team, comprising 9 Doctors, 5 Practice Nurses, HCAs, Clinical Pharmacists embodies our commitment to delivering compassionate and comprehensive care to all.

As a GP training practice, we take pride in nurturing the next generation of healthcare professionals, offering invaluable support and placements to medical students and GP registrars. Through mentorship and hands-on experience, we cultivate a culture of continuous learning, ensuring the highest standards of care for the future for our patients.

Conveniently located, Castle Donington Surgery offers an easy commute within the South Derbyshire, Nottinghamshire and Leicestershire areas, with free onsite parking available for added convenience.

Job responsibilities

Job responsibilities:

Reception support

Ensure familiarity with the appointment system (SystmOne)

Process appointment requests from patients

Answering telephone calls

Managing patient enquiries and requests

Front desk duties, managing the reception and waiting room

Administrative support

Provide administrative support to members of the primary health care team in the following areas ensuring appropriate practice records are kept up-to-date

Scanning of letters and relevant correspondence into patients notes both electronic and paper format

Sorting of post in and out

Processing of repeat prescriptions

Monitoring patient call and recall systems

Processing NHS mail

Private/insurance work

Patient medical records movement

Ensure security of data at all times

Person Specification

Qualifications

• Educated to GCSE level or equivalent
• GCSE Mathematics and English (C or above)
• NVQ Level 2 in Health and Social Care

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting, especially General Practice

Skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of MS Office applications
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Personal Qualities

• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Other Qualities

• Flexibility to work outside of core office hours