About this role
Job summary
We are looking for a friendly Patient Liaison Officer to join our patient-focused surgery. Able to work in a fast-paced environment with an established team. Plenty of opportunities for growth within the surgeryaswell as being part of a thriving, happy workforce.
Main duties of the job Main duties of the job
To assist in keeping patient records accurate and up to date by scanning and attaching paper documents in to electronic records. To work in the reception area welcoming patients to the practice, treating them courteously, with dignity and respect at all times. Helping patients by dealing with requests or questions in a polite, professional and efficient manner To enable patients to access health care, directing them to appointments with appropriate members of the practice team, or outside services Booking, changing and cancelling appointments in person or over the telephone Answering patients general queries Taking telephone calls and messages, liaising with clinical and administrative staff, hospitals etc Telephoning patients in the evening to inform them about prescriptions, to move/book or rebook appointments, or gather personal data in a sensitive manner, such as smoking status, when asked to do so Registering patients, ensuring that information is checked and documented accurately Ensuring that an adequate supply of stationery is available in the consulting rooms and the reception area General use of the computer with patient details, making appointments, recording information etc General administration involving patient records, audits etc as required.
About us
The Vicarage Lane Surgery is a welcoming GP practice serving over 10,000 patients in the heart of Stratford, East London. We are a friendly, dedicated team who always put our patients first.
We constantly look for new ways to improve the service we provide for our patients and for our team. Our goal is to deliver excellence in care and exemplary service in everything we do.
Job description Job responsibilities
JOB TITLE: Patient Liaison Officer
REPORTS TO: Business Manager
ACCOUNTABLE TO: GP Partner
The purpose of the role is to:
Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
Receive, assist and direct patients in accessing the appropriate services or healthcare professional in a courteous, efficient and effective way.
Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of secretarial and clerical support to clinical staff and other members of the practice team.
Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies
Sign-Posting patients and visitors to the correct departments and services.
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels.
Opening up/locking up of practice premises and maintaining security in accordance with practice protocols.
Maintaining and monitoring the practice appointments system.
Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional.
Processing and distributing incoming (and outgoing) mail
Taking messages and passing on information.
Filing and retrieving paperwork.
Processing repeat prescriptions in accordance with practice guidelines
Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
Clearing and re-stocking of consulting rooms as required
Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning
Ordering, re-ordering and monitoring of stationery and other supplies
Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter
Person Specification
Qualifications Essential
1. GCSE grade A to C in English and Maths 2. Qualified to NVQ level 2 in Health and Social Care
Desirable
GP Surgery experience
Employer details Employer name The Vicarage Lane Surgery
Address The Vicarage Lane Health Centre
Stratford
London
E15 4ES
United Kingdom
Employer's website https://www.thevicaragelanesurgery.nhs.uk/ (Opens in a new tab)