Job summary We are looking for an exceptional and enthusiastic patient support officer.Ideally you will have previous receptionist experience in a GP practice setting.
Having a friendly and caring nature is very important to put patients at ease when attending the practice or contacting over the telephone.This role is for 20 hours a week between the hours of 8am until 6:30pm.
Main duties of the job To provide a friendly welcome to all patients, visitors and callers and act as a main point of contact for all general enquiries.
You will work as part of the Alliance Teaching Practice Team, providing general assistance to the team and contributing to the achievement of its objectives.This role will require you to maintain information and monitoring systems, and to support the demands of the service.
About us Alliance Teaching Practice is ran by Coventry and Rugby GP Alliance on behalf of the Coventry and Rugby Clinical Commissioning Group.
We provide patients with access to high quality healthcare throughout Coventry.We are committed to providing our patients with a full general practice service and access to a range of health professionals.
We offer a range of health services and information as well as advice and treatment for a range of illnesses and minor injuries.Our doctors have arange of medical interests and skills.
As part of our pro-active approach to the needs of our patients.Alliance Teaching Practice undertakes the teaching of our future Healthcare Professionals.There are 4 sites across Coventry.Broad Lane SurgeryCity of Coventry Health CentreFoleshill SurgeryStoke Aldermoor Surgery Job description Job responsibilities Main DutiesPatient Customer CareArrive 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.AppointmentsProcess appointment requests by triaging all calls, dealing sympathetically and assessing priorities and initiating action as required.Pull/fill notes for Practices and update as necessaryHand completed repeat prescriptions to patientsPlay an active role in the co-ordination, and review of patient surveys Friends and Family TestOffer solutions and actively listen to patients to resolve issues.Chaperone during consultations as requestedCheck patients in on arrival at the surgeryCheck that all patients contact details are correct upon arrivalMonitor flow of patients into consulting and treatment roomsOperationsReceive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective wayDeal with all general enquiriesCollate patient data as directedCarry out a range of administration duties including word processing and data inputting duties as required (EMIS), fax, photocopy and post.Patient RegistrationsProcess new patient registrations and change of patient details, using appropriate systemsEnsure that up to date and comprehensive information is available at all times through liaison with other Team membersFacilitiesTidy doctors rooms and replenish supplies of forms on completion of sessionsKeeping the reception area tidy and free from obstructions and clutterKeeping the reception well-stocked with stationery and other suppliesHave a thorough knowledge of all practice procedures and work in accordance of approved protocols.Ensure building security- have a thorough knowledge of doors/ windows/alarmOther TasksParticipate 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 managerContributing to the development and improvement of services to patientsPlay an active role in the induction/ training of new staff membersSupport with the delivery of other targeted services delivered by Coventry and Rugby GP AllianceThe 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 Attributes Essential Understanding of confidentiality Ability to use own judgement, resourcefulness and common sense Ability to work without direct supervision and determine own workload priorities Ability to work as part of an integrated multi-skilled team Approachable Able to use own initiative Able to work under pressure 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 Flexibility Essential Ability to work flexibly between the hours of 8am til 6:30pm Monday to Friday.