About this role
Job summary
We are looking for a Patients Services Advisor on a permanent basis for 25 hours a week to join our existing friendly team. The Practice is open from 7:45am - 6:30pm each weekday, so your core hours of work will be between these hours. Experience within a customer care environment, ideally within a medical settingwould be preferred. However, if you have energy, enthusiasm and are self-motivated with excellent communication skills, we would love to hear from you.
Main duties of the job
Welcoming patients
Answering phone calls
Registering patients
Managing appointments
Processing prescriptions
Maintaining medical records
Filing and scanning documents
Providing information
Maintaining confidentiality
Dealing with difficult situations
Working as part of a multidisciplinary team (GPs, nurses, healthcare assistants, and admin staff).
About us
We have modern, purpose built, premises in the South Leicestershire town of Lutterworth and a growing list size of 10850 patients and pride ourselves on providing a friendly, patient centred service.
10,850 patient list size
SystmOne
The GP team includes 4 partners and 6 Salaried GPs
Our partners have varied interests and include an LPT board member.
We also have a large team of clinical staff including 1 ANP, 1 ACP, 4 Nurses, 2 HCAs and 2 Mental Health Practitioners.
We have an experienced reception and administrational team.
GP registrar training
Medical Students (1st 3rd and 5th years)
PCN Pharmacist Support
High QOF achievement and Prevalence
Opportunities to develop skills
We are also part of a strong South Blaby and Lutterworth PCN.
Job description Job 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 Reception Team Leader/Practice Manager, dependent on current and evolving Practice workload and staffing levels:
Opening up/locking up of Practice premises and maintaining security in according 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 Receiving prescriptions queries received by patients or pharmacies on patients behalf, ensuring accuracy and compliance with repeat prescription protocol. Liaise with local pharmacies. Processing Incoming post Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers Receiving and dealing with concerns raised by patients and if unable to address at source, escalate in the appropriate manner according to the Practice Complaints Policy. Dealing with difficult patients but if unable to deal, escalate in the appropriate manner. Alert the Practice Manager or GPs of any problems arising from appointment system or customer service issues. Computer data entry processing, read coding and recording information in accordance with Practice procedures. Enter test results and consultation data into patient records ensuring accuracy and compliance with current Read Code policy. Registrations of new patients - computer data entry and medical records
Person Specification
Skills Essential
Excellent communication skills (written and oral) Strong IT skills (generic) Clear, polite telephone manner Competent in the use of Office and Outlook Effective time management (planning and organising) Ability to work as a team member and autonomously Good interpersonal skills Problem solving and analytical skills Ability to follow policy and procedure
Desirable
SystmOne user skills
Personal Qualities Essential
Polite and confident Flexible and cooperative Motivated Initiative and judgement (knowing when to ask for help) Forward thinker High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to work under pressure
Qualifications Essential
GCSE English (C or above) and at least three others
Desirable
Educated to A-level/equivalent or higher, with relevant experience AMSPAR qualification NVQ Level 2 in Health and Social Care
Other Essential
Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintain confidentiality at all times
Experience Essential
Experience of working with the general public Experience of administrative duties Experience of working in a healthcare setting
Desirable
Experience of working in general practice
Other Essential
Flexibility to work outside of core office hours Disclosure Barring Service (DBS) check Maintain confidentiality at all times
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 Wycliffe Medical Practice
Address Lutterworth Medical Centre
Gilmorton Road
Lutterworth
Leicestershire
LE17 4EB
United Kingdom
Employer's website http://www.wycliffemedicalpractice.nhs.uk/ (Opens in a new tab)