Patient Services Team Member

The Methodist Church in Britain; Hedon; On-site; GBP 12,000 - 18,000; Part time

Benefits offered by this job

25 days annual leave

Access to NHS pension scheme

Job summary

Holderness Health is seeking a Patient Services Team Member to join the practice’s patient services team. The 19-hour-per-week role includes directing patients to the right service, handling enquiries and booking appointments, with reception cover during peak times and travel between sites.

Candidates need a full, clean driving licence, computer literacy and at least two years in a customer-facing role. The post requires flexible, reliable individuals who can support across Holderness Health

Qualifications

• NVQ Level 2 or equivalent is required.
• At least 2 years working in a customer-facing environment.
• Experience delivering high quality customer or patient care.

Responsibilities

• Provide care navigation and signposting, directing patients to the appropriate service or healthcare professional.
• Deal with general enquiries, explain procedures and make new and follow-up appointments.
• Use judgement to see urgent patients without a prior appointment in a logical, non-disruptive way.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and complete the procedures.
• Liaise with clinical staff, including district nurses and health visitors.
• Receive and make telephone calls, divert calls and take accurate messages.
• Enter home visit requests into the clinical system and refer to the duty doctor where necessary.
• Advise patients of charges for private (non-GMS) services.
• Process change of address details and retrieve and re-file records in strict alphabetical order.
• Cover reception positions and support frontline reception at peak calling times, including faxing and photocopying.
• Open and secure the premises, managing the alarm and lights at the start and end of the day.
• Monitor the appointment system and the flow of patients into treatment and consulting rooms.

Skills

Verbal communication

Written communication

Customer service

Time management

Relationship building

Telephone skills

Confidentiality & data protection

Education

NVQ Level 2 or equivalent

Tools

Microsoft Office

IT systems

Job description

This Patient Services Team Member post sits in the patient services team of Holderness Health, a large rural practice with over 35,000 patients. The core of the work is directing patients to the right service or clinician, handling enquiries and booking appointments, with reception cover at peak times. The post is 19 hours a week across four days, and it requires travel between the practice's sites. Candidates need a full, clean driving licence, computer literacy and at least two years in a customer-facing role.

What the job involves

• Provide care navigation and signposting, directing patients to the appropriate service or healthcare professional
• Deal with general enquiries, explain procedures and make new and follow-up appointments
• Use judgement to see urgent patients without a prior appointment in a logical, non-disruptive way
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and complete the procedures
• Liaise with clinical staff, including district nurses and health visitors
• Receive and make telephone calls, divert calls and take accurate messages
• Enter home visit requests into the clinical system and refer to the duty doctor where necessary
• Advise patients of charges for private (non-GMS) services
• Process change of address details and retrieve and re-file records in strict alphabetical order
• Cover reception positions and support frontline reception at peak calling times, including faxing and photocopying
• Open and secure the premises, managing the alarm and lights at the start and end of the day
• Monitor the appointment system and the flow of patients into treatment and consulting rooms

What’s required

Qualifications

• Good standard of general education (NVQ Level 2 or equivalent)

Experience

• At least 2 years working in a customer-facing environment
• Experience of delivering high quality customer or patient care
• Experience of general administration processes and record keeping

Skills & knowledge

• Computer literacy with the required IT systems and Microsoft Office
• Excellent verbal and written communication
• Managing own workload, meeting deadlines and balancing priorities under pressure
• Building and sustaining relationships at all levels
• Excellent telephone skills
• Understanding of confidentiality and data protection requirements

Checks & eligibility

• Full and clean driving licence

Other

• Ability and willingness to work across all Holderness Health sites
• Approachable and flexible
• Honest and reliable
• Sensitive to patients' needs
• Committed to personal development

Nice to have

• Understanding of patient care needs
• Knowledge of medical terminology
• Experience of working in a health or social care setting, ideally general practice
• Experience of using a clinical system
• Customer care training or qualification

What’s offered

• 25 days annual leave plus bank holidays
• Access to the NHS pension scheme