Job description

Job responsibilities

As a member of our Patient Services Team, you will be at the heart of the patient experience. You will work closely with patients, clinicians and colleagues to make sure enquiries are handled professionally, information is accurate and patients are supported to access the right care.

Patient Support & Communication

• Welcome patients and visitors in a friendly, professional and approachable manner, ensuring all enquiries are handled efficiently and confidentially.
• Answer incoming telephone calls promptly and professionally, introducing yourself by name and taking appropriate action to support the caller.
• Listen to patient needs and signpost them to the most appropriate service, seeking advice from colleagues or clinicians where needed.
• Accurately book appointments, take messages and process home visit requests using the appropriate practice systems.
• Relay test results to patients in line with practice procedures.
• Deal sensitively and professionally with both positive and negative patient feedback, helping to resolve concerns where possible and involving the Patient Services Lead or Practice Manager when appropriate.
• Ensure important information and outstanding actions are clearly handed over to colleagues at shift changes.

Online Triage & Patient Requests

• Regularly monitor Anima throughout the working day, ensuring requests are processed accurately and promptly.
• Process administrative requests received through Anima and respond to patients as appropriate.
• Action requests from GPs and NPs, including arranging appointments and following instructions or clinical comments.
• Support patients who contact us by telephone or face-to-face by creating an online triage request on their behalf where appropriate.
• Monitor task lists and waiting lists, contacting patients and booking appointments as required.
• Maintain accurate notes and update waiting lists where necessary.
• Monitor safeguarding DNA lists and follow the correct practice procedures for children and young people who do not attend appointments.

Patient Administration

• Process new patient registrations, including both paper and online registrations through HealthTech.
• Process patient requests for online access and consent documentation through the appropriate practice and NHS systems.
• Ensure patient forms and documentation are recorded, distributed and processed accurately and promptly.
• Generate referrals to District Nursing and other services as required.
• Prepare sample pots and accompanying documentation for patient collection.
• Follow practice procedures regarding sample collection and patient information.

Keeping Everything Running Smoothly

• Regularly check your individual and generic NHS email accounts, responding to and actioning messages promptly.
• Monitor TeamNet Clarity for practice updates, notifications, policy changes and outstanding or new training requirements.
• Ensure visitors are signed in correctly through TeamNet Clarity and provided with a visitor badge.
• Distribute documents, correspondence and incoming mail accurately and efficiently.
• Keep the patient waiting and reception areas welcoming, tidy, safe and appropriately staffed.
• Check and process NHS 111/CCAS requests throughout the working day.
• Attend and contribute to team, staff and other relevant meetings.

Payments & Daily Administration

• Take patient payments and ensure transactions are recorded and processed accurately.
• Complete daily card machine reconciliation and banking processes.
• Complete routine administrative checks and end-of-day tasks to help ensure the smooth running of the practice.

Safety & Practice Procedures

• Understand and follow practice confidentiality, safeguarding, health and safety procedures at all times.
• Be familiar with the practice panic alarm system and know how to respond appropriately when required.
• Understand and follow the practice fire evacuation procedure.
• Complete required fire alarm checks and ensure relevant evacuation lists can be produced when needed.
• Help maintain a safe, secure and welcoming environment for patients, visitors and colleagues.

Person Specification

Qualities

Essential

• Ability to communicate politely on various levels
• Ability to work under pressure
• Ability to drive and deliver change effectively
• Maintain confidentially at all times
• Team player Flexible and adaptability
• Self-motivation Calmness, reliability Integrity
• Clean driving license Car Owner
• Enhanced level DBS disclosure
• Right to work

Qualifications

Essential

• Sound educational background with excellent literacy and numeracy skills

Experience

Essential

• Excellent communication skills (written and verbal)
• Problem solving and analytical skills
• Confident IT user including Microsoft Office, including Word and Excel
• Excellent customer service skills
• Computer literate
• Excellent attention to detail
• Able to work on own initiative
• Good standard of verbal and written English
• Ability to solve problems in a logical way within the role remit
• Ability to react confidently to new situations, using own initiative and available resources to complete tasks effectively

Desirable

• Experience working in general practice
• Experience of online triage
• Experience of Systm1
• Experience of all aspects of day-to-day Patient Services operations.

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.

Employer details

Employer name

Elmham Group of Surgeries

Address

59 Holt Road

North Elmham

Dereham

Norfolk

NR20 5JS

United Kingdom

Employer's website

https://www.elmhamsurgery.com/ (Opens in a new tab)