The work

To work as part of the Care Navigation in a professional manner to provide high quality Patient Services Team, administration and support services to all clients, visitors, GPs and Allied Health Professionals.
To provide a professional call handling service and associated administration duties.
To receive and greet patients, i.e. clients and visitors to the Practice, in a welcoming and professional manner in line with the practice's welcoming procedure and to act as a point of contact between patients, clients, healthcare professionals, visitors, the GPs, Partners and Practice Staff.
To deal with any verbal queries, concerns or complaints from patients, clients, visitors professionally and to escalate to the Patient Services Manager as appropriate.
To ensure reception, waiting areas and clinical rooms are maintained in a clean and tidy state, preparing and tidying rest and meeting areas when requested, including the making of drinks and washing up.
To answer/make/assist telephone calls in a professional manner ensuring important/appropriate information is documented and redirected accordingly and to accurately take messages.
Identify callers or patients who may present face to face requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department.

Administration

To provide accurate and up to date information to answer the enquiries of patients, clients and visitors where necessary seeking the advice of others, responding to and/or redirect all patient and visitor requests accordingly.
To accurately maintain and update appointment systems, booking in patients and visitors in line with practice appointments and visitors procedures.
To undertake registrations/deductions of patients at the practice following procedures; receiving, checking forms and providing advice as required.
To undertake a variety of administration duties including preparing and printing repeat prescriptions according to standard operating procedures at patient’s request, distributing prescriptions, photocopying, emailing, text messaging services, filing, preparation of letters for posting and clerical support to others within the Practice

Training

Training provider: NATIONAL BUSINESS COLLEGE LIMITED