About this role
Job summary
The position is for 21 hours per week.
The working pattern is: Tuesday 13:45 - 18:45, Wednesday 13:45 - 18:45, Thursday 13:45 - 18:45 and Friday 07:45 - 13:45.
The pattern is based on the needs of the business and is not able to be altered. The working pattern can vary depending on the needs of the business.
We are looking for a friendly, motivated, and proactive individual to work as part of our busy Reception team at Burdwood Surgery. This role is ideal for someone who enjoys helping people and wants to contribute to a supportive healthcare environment, providing a warm welcome, and helping patients access the care they need.
Successful applicants will join a friendly team of 9, supported by a dedicated Reception Manager and wider Management Team. You must be a team player, willing to learn, and looking for a fresh and rewarding challenge.
You will be the first point of contact for patients and visitors coming into the surgery, and via the telephone, so excellent communication skills, organisation, and resilience is essential. You will manage a range of administrative tasks, use our EMIS clinical system, and help ensure the smooth day today running of the practice.
We are unable to offer Visa sponsorship to candidates.
We regularly review applications and reserve the right to close this vacancy early if we receive sufficient suitable applications for the role.
Please apply by submitting your CV and covering letter, detailing why you would like to work with us.
Main duties of the job
The role of Patient Services Advisor is very varied & involves, but is not limited to, the following:
Provide a warm, professional, & efficient reception service to patients & visitors coming to Burdwood Surgery,Handle incoming telephone calls, manage appointment requests, & respond to general enquiries,Signpost patients to the correct professional to get them the appropriate care for their problem or concern,Promote, advise, & assist patients accessing services via our online portals (Anima),Contact patients to book follow-up appointments in line with practice processes & policies,Provide general assistance to the Practice team & project a positive & friendly image to patients & other visitors, either in person, via the telephone or via online providers, to ensure that they receive a positive experience of care when they contact or present at the Burdwood Surgery.The role can be challenging but varied & full training will be provided. We also support our Patient Services Advisors to take on additional responsibilities with additional training to expand their knowledge & skills.
Candidates must have previous experience in a customer-facing role & be able to demonstrate excellent communication skills, plus the ability to work as part of a team. Previous experience in a healthcare role would be desirable.
A job description is available which has full listing of what is required for the post.
About us
Burdwood Surgery is a town practice located in the centre of Thatcham. We are a list holding practice with a list size of around 10,300 patients. We are part of the Kennet PCN, working closely with Thatcham Medical Practice and Falkland Surgery.
After the 2022 Patient Survey, we were rated the 5th best practice in Berkshire with a patient satisfaction rate of 91% for our reception team. We pride ourselves on being a dementia friendly and military veteran friendly medical practice and in our most recent CQC review, we were rated Good in all areas.
Alongside our dedicated admin and reception teams, we also have a large clinical team made up of GPs, nurses, healthcare assistants, paramedics, pharmacists and social prescribers who all work together to provide the best care for our patients.All staff are provided with an extensive induction period where they meet different teams across the business and learn how we work.
We provide our staff with several wellbeing initiatives, for example an employee assistance programme. We also have an entertainment committee who arrange social events for all our staff, including the staff Christmas Party at the end of the year.
What we offer:
Regular company social eventsAccess to the NHS Pension SchemeOn-site parkingFree refreshmentsNHS retail discounts (via Health Service Discounts & Blue Light Card)A supportive, friendly, and inclusive working environment.
Job description Job responsibilities
Role and scope of the job:
To provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person, via the telephone or via online providers, to ensure that they receive a positive experience of care when they contact or present at the Burdwood Surgery.The role requires direct contact with patients and visitors by working on the front desk. It also requires the efficient undertaking of all administrative duties using both manual and online services.You will also need to work as part of the Patient Services team providing support to the Burdwood Surgery and all our patients.Duties and Responsibilities:
The duties and responsibilities to be undertaken by members of the Patient Services team may include any or all of the following list. Duties may be varied from time to time under the direction of the Management Team and GP Partners. This will be dependant on current and evolving workload and staffing levels.
The following are core responsibilities:
Reception
To work as part of a team providing a professional and effective reception service to patients, receiving and welcoming patients upon arrival at the surgery.To demonstrate empathy, patience and a holistic approach to patient care whilst always behaving with professionalism, efficiency and resilience when faced with challenging situations.Ensure that patients and visitors are always appropriately signposted to the relevant personnel and or services.Promote, advise and assist patients accessing services via our online portals (Anima).Contact patients to book follow-up appointments in line with practice processes and policies.Handing completed repeat prescriptions to the patient and checking names and addresses.Provide new patients with the relevant paperwork. Explain practice arrangements and requirements for new and temporary patients.Signing in visitors and giving them all a badge. Ensuring they sign out when leaving and hand the badge back.Maintain a clean, tidy, effective working area at all times. Maintaining the reception area to a professional standard.Opening and closing the Practice premises and maintaining security. Ensure building security and having thorough knowledge of doors, windows and alarm.Be able to cover all reception positions as necessary.A full job description and person specification is attached to this advert.
Person Specification
Skills Essential
Customer service skills. Communication skills, both verbally and non-verbally. Competent with computers, especially Microsoft products. Clear, polite telephone manner. Organisation skills. Ability to work as an individual but also as part of a team. Effective time management. Problem solving and analytical skills.
Desirable
EMISWeb user skills.
Experience Essential
Experience of working with the general public. Experience of working in a customer facing role. Experience of administration duties. Experience of speaking to public via telephone.
Desirable
Experience of working in a healthcare setting. Experience of working in a general practice.
Qualifications Essential
GCSE English and Maths (grade C or above).
Desirable
Educated to A-level/equivalent or higher, with relevant experience.
Other requirements Essential
Disclosure Barring Service (DBS). Occupational Health Certificate.
Personal Qualities Essential
Ability to keep calm in a fast-paced environment. Ability to work well under pressure and to tight deadlines. Sensitive, caring and empathetic in distressing situations. A passion for helping others & enthusiastic. Polite and approachable behaviour at all times. Professional and confident behaviour. Motivated. Clear commitment to attention to detail and quality. Willingness to learn and disseminate new knowledge and skills to others. Positive and enthusiastic with a great patient focus. Smart & well-presented appearance. Reliable, trustworthy and conscientious.
Desirable
Flexibility to work outside of core working pattern.
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 Burdwood Surgery
Address Wheelers Green Way
Thatcham
Berkshire
RG19 4YF
United Kingdom
Employer's website https://www.burdwoodsurgery.nhs.uk/ (Opens in a new tab)