Patient Support Officer (Receptionist)

NHS; Coventry; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading healthcare organization is seeking an enthusiastic Patient Support Officer in Coventry. The role involves greeting patients, managing appointments, and providing excellent customer service in a busy GP practice. Candidates should have previous receptionist experience, strong communication skills, and the ability to work under pressure. This is a full-time position with shifts from 8am to 6:30pm, Monday to Friday.

Qualifications

• Previous receptionist experience in a GP practice setting.
• Ability to maintain confidentiality.
• Exceptional communication skills.

Responsibilities

• Greet patients and visitors in a friendly manner.
• Provide an efficient reception service.
• Process appointment requests and handle enquiries.

Skills

Customer service experience

Ability to work under pressure

Microsoft Office applications

Communication skills

Education

GCSE level or equivalent NVQ in Administration/Customer Service

ECDL or equivalent

Tools

EMIS

Job description

We are looking for an exceptional and enthusiastic patient support officer.

Ideally you will have previous receptionist experience in a GP practice setting. Having a friendly and caring nature is very important to put patients at ease when attending the practice or contacting over the telephone.

This role is full time with shifts between the hours of 8am until 6:30pm Monday to Friday.

Main duties of the job

To provide a friendly welcome to all patients, visitors and callers and act as a main point of contact for all general enquiries. You will work as part of the Alliance Teaching Practice Team, providing general assistance to the team and contributing to the achievement of its objectives.

This role will require you to maintain information and monitoring systems, and to support the demands of the service.

About us

Alliance Teaching Practice is ran by Coventry and Rugby GP Alliance on behalf of the Coventry and Rugby Clinical Commissioning Group. We provide patients with access to high quality healthcare throughout Coventry.

We are committed to providing our patients with a full general practice service and access to a range of health professionals. We offer a range of health services and information as well as advice and treatment for a range of illnesses and minor injuries.

Our doctors have arange of medical interests and skills. As part of our pro-active approach to the needs of our patients.

Alliance Teaching Practice undertakes the teaching of our future Healthcare Professionals.

There are 4 sites across Coventry.

City of Coventry Health Centre

Foleshill Surgery

Job responsibilities

Main Duties

Arrive in good time to start the session promptly and remain on the premises until all patients have been seen and/or the session has finished.

To meet and greet patients, members of the public and visitors in a friendly and courteous manner

Offer general assistance to the ATP team and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.

Facilitate effective communication between patients, members the ATP team and CRGPA

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice

Provide an efficient, courteous and responsive reception and telephone service to the public

Participate in new initiatives and future changes in service delivery improvements.

Support the Team in promoting equal opportunities in the workplace and delivering services which are accessible and appropriate to the diverse needs of service users.

Actively pursue own personal development and take full advantage of training provided.

Appointments

Process appointment requests by triaging all calls, dealing sympathetically and assessing priorities and initiating action as required.

Pull/fill notes for Practices and update as necessary

Hand completed repeat prescriptions to patients

Play an active role in the co-ordination, and review of patient surveys e.g. Friends and Family Test

Offer solutions and actively listen to patients to resolve issues.

Check patients in on arrival at the surgery

Check that all patients contact details are correct upon arrival

Monitor flow of patients into consulting and treatment rooms

Operations

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

Deal with all general enquiries

Carry out a range of administration duties including word processing and data inputting duties as required (EMIS), fax, photocopy and post.

Patient Registrations

Process new patient registrations and change of patient details, using appropriate systems

Ensure that up to date and comprehensive information is available at all times through liaison with other Team members

Facilities

Tidy doctors rooms and replenish supplies of forms on completion of sessions

Keeping the reception area tidy and free from obstructions and clutter

Keeping the reception well-stocked with stationery and other supplies

Have a thorough knowledge of all practice procedures and work in accordance of approved protocols.

Ensure building security- have a thorough knowledge of doors/ windows/alarm

Other Tasks

Participate in performance review meetings, 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.

Undertake a variety of administrative duties to assist in the smooth running of the service including the provision of clerical support to clinical staff and other members of the ATP team, or any other duties as requested by line manager

Contributing to the development and improvement of services to patients

Play an active role in the induction/ training of new staff members

Support with the delivery of other targeted services delivered by Coventry and Rugby GP Alliance

The duties of the post may be reviewed and, if appropriate, changed by discussion with the post holder to ensure the provision of effective and efficient services.

Person Specification

Qualifications

• Educated to GCSE level or equivalent NVQ or equivalent in Administration/Customer Service
• ECDL or equivalent

Attributes

• Understanding of confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own workload priorities
• Ability to work as part of an integrated multi-skilled team
• Approachable
• Able to use own initiative
• Able to work under pressure

Experience

• Experience of Microsoft Office applications Experience of team working
• Customer service experience Working in a public reception environment Working with EMIS Previous receptionist experience

Flexibility

• Ability to work flexibly between the hours of 8am til 6:30pm Monday to Friday.

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.