Patient Support Officer (Receptionist) in Coventry inCoventry PUBLISHED WED 19 MAR 2025 Jump to job information section

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.