Patient Support Team

NHS; Alnwick; On-site; GBP 40,000 - 60,000; Part time

Job summary

A healthcare provider in Alnwick is seeking a part-time Patient Support Team Member. Responsibilities include greeting patients, managing appointments, and assisting with administrative tasks. Ideal candidates should have strong communication skills and a friendly demeanor. An opportunity for professional development is provided, making this a great entry-level position.

Benefits

Training Package

Generous annual leave

Access to Bluelight discounts

Recognised continuous service within the NHS

Qualifications

• Experience in front of house working is essential.
• Knowledge of medical IT systems is advantageous.

Responsibilities

• Greet patients and visitors to the practice.
• Process patient appointments and home visit requests.
• Ensure reception areas are tidy and welcoming.

Skills

Excellent telephone manner

Good interpersonal and communications skills

Ability to handle difficult situations

Education

GCSE in Maths and English

NVQ in Customer Service or Health related course

GCSE or equivalent in IT

Job description

Here at Alnwick Medical Group we have a team of approximately 80 members of staff working across our 4 sites, 20 of which are our Patient Support Team.

Due to internal progression an exciting new job opportunity for a Patient Support Team Member has become available. We are looking for a friendly, flexible and proactive person to come and join us part time (up to 28 hours per week).

Depending on internal progression this position will be either in the Reception Department or in the Scanning and Coding Department, please indicate on application form which department you would prefer or if you have no preference.

The successful candidate will be required to work between the hours of 7.45am - 6.30pm Monday - Friday.

Main duties of the job

Reception Duties

Greet patients and visitors to the practice

Book in, amend and cancel patient appointments

Receive and accurately record requests for home visits

Process and distribute eConsult requests from patients

Ensure the clinicians workload is evenly distributed

Respond or redirect patients to most appropriate care provider if necessary

Set-up of new patients onto the computer system

Advise patients of relevant charges for private services, accept payment and issue receipts for same

Ensure reception and waiting areas are kept neat and tidy

Answering incoming telephone calls, ensuring calls are documented and redirected accordingly

Undertake administration tasks as allocated on rota organised by the Patient Support Team Manager

Action start and end of day procedures

Check & respond to emails

To carry out any other reasonable duties within the overall function, commensurate with the grading and level of responsibility of the post.

Scanning and Coding duties

Dealing with all aspects of incoming and outgoing mail and emails.

Scanning and Coding of incoming correspondence, forwarding to the appropriate staff member / department.

Liaising with all staff at Alnwick Medical Group, patients and hospital staff.

About us

Our mission statement at Alnwick Medical Group is "Better through successfully working together to provide a full range of primary care services for rural Northumberland"

Benefits include:

Training Package

Recognised continuous service within the NHS

Generous annual leave

Access to Bluelight discounts

Job responsibilities

The Patient Support Team Member will be responsible for all general administrative duties and reception duties within Alnwick Medical Group.

Key tasks and Responsibilities

• Carries out any other reasonable duties within the overall function, commensurate with the grading and level of responsibility of the post.
• Be prepared to help in all departments of the Patient Support Team.

Key results/objectives

• Contributes to ensuring patients are seen in a timely, caring and professional manner
• Supports equality and diversity of patients and colleagues
• Supports wider team with achieving their objectives where appropriate

Confidentiality

• Ensures self-compliance with data protection laws and confidentiality agreements and that of the teams the post holder is responsible for
• Follows confidentiality policy, computer use policy, information governance policy, social media policy and any other policy relating to confidentiality within role.

Personal and Professional Development

• The post holder will be supported with professional and personal development in line with the relevant Alnwick Medical Group policies.
• Alnwick Medical Group is an equal opportunities employer and encourages the development of all staff within the organisation

Quality

• 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 patient needs
• Effectively manage own time, workload and resources
• Perform regular and relevant risk assessments

Health and Safety

• Follows Alnwick Medical Group policies and procedures relating to health and safety
• Mitigates risks to employee and patient health and safety by contributing to risk assessments, escalating concerns and ensures adequate training in all areas of their roles.
• Understands and uses the Safeguard, Incident & Risk Management System (SIRMS) when necessary
• Effectively manages any health and safety issues raised.

Communication

• Effectively communicates with patients and colleagues,
• Comfortably and confidently communicates verbally, as well as written methods including email

Person Specification

Experience

• Excellent telephone manner
• Skilled in front of house working
• Good interpersonal and communications skills
• Ability to handle difficult situations
• Knowledge and Skills of medical IT systems is advantageous

Qualifications

• GCSE (or equivalent) in Maths and English
• NVQ in Customer Service or Health related course GCSE or equivalent in IT

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.