Patient Services Officer (Receptionist)

Overview

We are so happy that one of our very valued colleagues is having a baby. Her skills will be greatly missed while she is away on maternity leave, and this is where you might be able to help!

We're looking for a warm, enthusiastic and patient focused Patient Services Officer to join Lion Health on a 12 month fixed term contract and help deliver an outstanding experience for our patients every day.

We're looking for someone who can work between 15 to 37 hours per week. Whether you're looking for part time or full time hours, we'd love to hear from you.

Job Details

At Lion Health, we believe every interaction matters. Whether welcoming patients at reception, answering the telephone, booking appointments or processing prescription requests, our Patient Services team is at the heart of everything we do. Our recent CQC inspection reflects the dedication of our team and the excellent care we provide, and we're committed to continually improving the experience for our patients.

You'll enjoy working with people, bring positive energy to the workplace and thrive in a busy, fast paced environment. Calm under pressure, organised and approachable, you'll be the first point of contact for our patients, providing a professional, compassionate and efficient service both face to face and over the phone.

Responsibilities Reception

• Meet and greet patients and visitors at our front desk
• Process personal and telephone requests for appointments, telephone consultations, and direct callers to the appropriate healthcare professional
• Register new patients, checking all details for accuracy and entering onto our computer system
• Ensure all reception admin tasks are completed within the required timescale
• Receive and record money for private fees from patients
• Process Patient Access requests
• Process repeat prescription requests within agreed practice timescales
• Process and distribute paper correspondence received into practice
• Provide clerical assistance to practice staff as required, including word/data processing, filing, photocopying and scanning
• Act as a chaperone for clinicians when required
• Perform any other relevant and reasonable duties that may be requested by the Practice Manager, Management team or Partners

Quality & Compliance

• Process and record information in accordance with practice procedures
• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions to improve and enhance the team's performance
• Work effectively with individuals in other departments to meet organisational needs
• Effectively manage own time, workload and resources

Communication

• Recognise the importance of effective communication within the team
• Communicate effectively with other team members, patients and carers
• Recognise people's needs for alternative methods of communication and respond accordingly
• Develop harmonious and effective relationships across all practice teams and with patients

Personal/Professional Development

• Participate in any training programme implemented by the Practice as part of your role and employment, including that relating to organisational standards and changes in software or systems
• Participate in an annual individual performance review, taking responsibility for maintaining a record of own personal and/or professional development
• Take responsibility for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work

Data Protection & Confidentiality

• Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times
• Maintain an awareness of the Freedom of Information Act
• Information relating to patients, carers, colleagues, other healthcare workers and the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Safeguarding

It is the responsibility of every member of staff to safeguard and protect vulnerable adults, children and young people from abuse. All staff are expected to undertake mandatory training relevant to the role. All staff should familiarise themselves with the relevant policies on safeguarding.

Equality and Diversity

• Act in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation
• Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behave in a manner that is welcoming to and of the individual, is non judgemental and respects their circumstances, feelings, priorities and rights
• Do not treat staff, patients or visitors less favourably because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

Health & Safety

• Manage own and others' health and safety and infection control as defined in the Practice policies
• Comply with Practice health and safety policies by following agreed safe working procedures
• Actively report health and safety hazards and infection hazards immediately
• Undertake periodic infection control training

Disclosure and Barring Service Check

The 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.

Person Specification Qualifications

• Minimum 5 GCSEs graded A - C / 9 4 or equivalent, including Maths and English

Knowledge and Skills

• Excellent communication (oral and written) and interpersonal skills
• Excellent keyboard and computer skills
• Knowledge of medical terminology

Experience

• Experience working in customer services/public facing roles
• Experience working in a GP reception environment
• Experience of using EMIS Web clinical system (full training is available)

Qualities and Attributes

• An understanding, acceptance and adherence to the need for strict confidentiality
• A demonstrable commitment to professional development
• Ability to use own judgement, resourcefulness and common sense
• Ability to listen and empathise
• Good time management
• Confident, reliable and self reliant
• Positive attitude to change and a pro active approach but also pragmatic and realistic
• Ability to work as part of an integrated multi skilled team
• Methodical and organised