About this role
Job summary
Due to internal progression, we have two fantastic opportunities to join our Patient Services Team.
As part of Patient Services, you will play an important role in creating a positive experience for our patients. You will help people access the most appropriate support for their needs, whether that's within the practice or through services available across the wider NHS.
Were looking for enthusiastic, adaptable people who can communicate confidently, think on their feet and stay organised in a busy environment. You will be part of a supportive team where collaboration, great service and a positive attitude really matter.
The way we deliver healthcare continues to change, so you will need to be forward-thinking, flexible and ready to embrace new ways of working.
Both full-time and part-time opportunities are potentially available. We can potentially be flexible for the right person, so if the role sounds like a great fit, wed be happy to discuss the hours that could work for both you and the practice.
If you're a people person who enjoys problem-solving, multitasking and making a difference, we would love to hear from you.
Main duties of the job
Our Patient Services Team is often the first point of contact for our patients, so you'll play a really important role in making sure they feel welcomed, listened to and supported. Whether you're helping someone at reception, speaking to them on the phone or dealing with an online request, you will help patients find the right support and make their experience with the practice as smooth as possible.
No two days are quite the same. You will be involved in a wide variety of tasks, including:
Helping patients with enquiries face-to-face, over the phone and onlineBooking appointments and helping patients access the most appropriate service for their needsProcessing home visit requests and communicating test resultsSupporting new patient registrations and online access requestsProcessing referrals and keeping patient information accurate and up to dateMonitoring practice communications and online systems to make sure important messages and updates are actionedSupporting our Online Triage service, including processing Anima requests and booking appointments following clinician guidanceManaging tasks and waiting lists to help keep patient care movingTaking payments and completing routine daily administrationFollowing practice procedures around confidentiality, safeguarding, health and safety and emergency situationsYou will work closely with patients, clinicians and colleagues across the practice, so great communication and teamwork are really important.
About us
Were a friendly and well-established dispensing GP practice, caring for around 10,000 patients across our two sites in North Elmham and Swanton Morley.
Behind our practices is a fantastic team of more than 40 clinical and administrative colleagues, all working together with one shared goal: providing great care and a positive experience for our patients.
Were proud of the supportive and welcoming environment we have created. Teamwork really matters to us, and everyone has an important part to play in keeping our practices running smoothly and delivering the best possible service to our patients.
Were also a committed training practice, supporting GP registrars and nursing trainees as they develop their careers. Learning doesnt stop there though. We encourage all our team members to grow, develop their skills and take on new opportunities, making Elmham Group of Practices a great place to build your career in primary care.
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)