Patient Support Officer (Receptionist)inCoventryinCoventryPUBLISHED WED 19 MAR 2025
Coventry And Rugby GP AlliancernMe52Tq
As the friendly face of our practice, you’ll be the first point of contact for patients, welcoming them with kindness and ensuring their visit is comfortable and stress-free. You’ll assist our dynamic Alliance Teaching Practice Team, managing enquiries, booking appointments, and maintaining an efficient reception service. Your empathetic nature will shine as you facilitate smooth communication between patients and healthcare professionals, all while supporting our commitment to diversity and inclusion in healthcare.
If you are eager to grow within your role and gain valuable experience in the healthcare sector, we encourage you to apply. Here, you'll not only provide essential support to patients but also play a key part in improving services and fostering a caring community environment. Step into a fulfilling role that values your skills and dedication—your journey starts here!
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.
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
Main Duties
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 co-ordination, 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.
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