About this role
Job summary
We are looking to recruit friendly, professional, and patient-focused Patient Support Officers to join our dedicated Alliance Teaching Practices (ATP) Team.
As the first point of contact for patients, visitors, and callers, you will play a key role in creating a positive experience for everyone accessing our services. You will provide a warm welcome, respond to general enquiries, and support patients in accessing the care and services they need.
Working as part of the ATP Team, you will assist with the day-to-day operation of the Practice and contribute to the achievement of team and organisational objectives. The role requires the ability to maintain accurate information and monitoring systems, manage a range of tasks, and support the evolving needs of the service in a busy healthcare environment.
We are looking for an individual with excellent communication and customer service skills, strong organisational abilities, and ability to work effectively as part of a team, prioritise competing demands, and maintain confidentiality at all times.
Main duties of the job
Arrive in good time to start the session promptly and remain on the premises until all patients have been seen and/or the session has finished.To meet and greet patients, members of the public and visitors in a friendly and courteous mannerOffer general assistance to the ATP team and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.Facilitate effective communication between patients, members the ATP team and CRGPAEnsure an effective and efficient reception service is provided to patients and any other visitors to the PracticeProvide an efficient, courteous and responsive reception and telephone service to the publicParticipate in new initiatives and future changes in service delivery improvements.Support the Team in promoting equal opportunities in the workplace and delivering services which are accessible and appropriate to the diverse needs of service users.Actively pursue own personal development and take full advantage of training provided
About us
At Coventry and Rugby GP Alliance, we pride ourselves on fostering a culture of innovation, growth, and continuous learning. As a member of our team, youll have the opportunity to work alongside talented professionals who are committed to delivering excellence and driving positive change within our industry.
We take pride in offering a robust range of benefits to support our employees, including:
Annual Leave: Enjoy 27 days of annual leave for full-time employees, in addition to bank holidays.Sick Pay: Our enhanced sick pay policy ensures you are supported during times of illness.Pension Scheme: Access to the NHS pension scheme to secure your financial future.Enhanced Maternity Leave: We provide generous maternity leave to support new parents.Paternity Leave: We also offer paternity leave to allow new fathers to bond with their newborns.Blue Light Discounts: Take advantage of exclusive discounts available for our staff. After probation you can make a expense claim for the price of your blue light discount card and receive full reimbursementEmployee Assistance Network: Access support through our employee advice network for personal and professional challenges 365 days a year 24/7Internal Awards: We recognise and celebrate the achievements of our staff through internal awards.Exclusive Discounts: Benefit from a variety of discounts that enhance your overall employee experience.
We are committed to creating a supportive and rewarding work environment for all our employees.
Job description Job responsibilities
Patient/ Customer Care
Arrive in good time to start the session promptly and remain on the premises until all patients have been seen and/or the session has finished.To meet and greet patients, members of the public and visitors in a friendly and courteous manner.Offer general assistance to the ATP team and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone.Facilitate effective communication between patients, members the ATP team and CRGPA.Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.Provide an efficient, courteous and responsive reception and telephone service to the public.Participate in new initiatives and future changes in service delivery improvements.Support the Team in promoting equal opportunities in the workplace and delivering services which are accessible and appropriate to the diverse needs of service users.Actively pursue own personal development and take full advantage of training provided.
Appointments
Process appointment requests by triaging all calls, dealing sympathetically and assessing priorities and initiating action as required.Pull/fill notes for Practices and update as necessary.Hand completed repeat prescriptions to patients.Play an active role in the coordination, and review of patient surveys e.g. Friends and Family.
Test
Offer solutions and actively listen to patients to resolve issues.Chaperone during consultations as requested.Check patients in on arrival at the surgery.Check that all patients contact details are correct upon arrival.Monitor flow of patients into consulting and treatment rooms.
Operations
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.Deal with all general enquiries.Collate patient data as directed.Carry out a range of administration duties including word processing and data inputting duties as required (EMIS), fax, photocopy and post.
Patient Registrations
Process new patient registrations and change of patient details, using appropriate systems.Ensure that up to date and comprehensive information is available at all times through liaison with other Team members.
Facilities
Tidy doctors rooms and replenish supplies of forms on completion of sessions.Keeping the reception area tidy and free from obstructions and clutter.Keeping the reception well-stocked with stationery and other supplies.Have a thorough knowledge of all practice procedures and work in accordance of approved protocols.Ensure building security- have a thorough knowledge of doors/ windows/alarm.
Other Tasks
Participate in performance review meetings, including taking responsibility for maintaining a record of own personal and/or professional development.Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.Undertake a variety of administrative duties to assist in the smooth running of the service including the provision of clerical support to clinical staff and other members of the ATP team, or any other duties as requested by line manager.Contributing to the development and improvement of services to patients.Play an active role in the induction/ training of new staff members.Support with the delivery of other targeted services delivered by Coventry and Rugby GP Alliance.
The duties of the post may be reviewed and, if appropriate, changed by discussion with the post holder to ensure the provision of effective and efficient services.
Person Specification
Qualifications Essential
Educated to GCSE level or equivalent NVQ or equivalent in Administration/Customer Service
Desirable
ECDL or equivalent
Experience Essential
Experience of Microsoft Office applications Experience of team working
Desirable
Customer service experience Working in a public reception environment Working with EMIS Previous receptionist experience Previous administration experience
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 Coventry And Rugby GP Alliance
Address 1 The Boiler House, Electric Wharf
Sandy Lane
Coventry
CV1 4JU
United Kingdom
Employer's website https://www.coventryrugbygpalliance.nhs.uk/ (Opens in a new tab)