Patient Services Team Member

5 months ago

Reading, United Kingdom Balmore Park Surgery Full time

**Job title**

Patient Services Team Member

**Line manager**

Krysia Maynard Patient Services Manager

**Accountable to**

Jessica Lee Operations Manager

**Hours per week**

Up to 30 hours

**Job summary**

Answering the telephone to incoming calls from patients and acting as the central point of contact for them. Effective use of the appointments system, booking appointments, the processing of information and assisting patients as required.

Helping patients who attend the practice face to face with their enquiries.

Responsible for the distribution of information, messages and enquiries for the clinical team, liaising with multi-disciplinary team members and external agencies such as secondary care and community service providers.

**Primary key responsibilities**

The following are the core responsibilities of the Patient Services Team member. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:
Maintain and monitor the practice appointment system.

Process personal, telephone and e-requests for appointments

Answer incoming phone calls, transferring calls or dealing with the callers’ request appropriately.

Signpost patients to the correct service

Initiating contact with and responding to, requests from patients, team members and external agencies

Clinically code data on EMIS Web.

Photocopy documentation as required.

Data entry of new and temporary registrations and relevant patient information as required.

Input data into patients’ healthcare records as necessary

Direct requests for information, i.e., SAR, insurance/solicitors’ letters and DVLA forms to the Clinical Administration Team

Manage all queries as necessary in an efficient manner.

Maintain a clean, tidy, effective working area at all times.

Support all clinical staff with general tasks as requested.

**Secondary responsibilities**

In addition to the primary responsibilities, the Patient Services Team member may be requested to:
Complete opening and closing procedures in accordance with the duty rota.

Order and monitor stationery supplies.

Produce, maintain, and participate in the receptionist rota for lunch and out of hours cover.

Support health promotion and display promotional material on the allocated noticed boards and in the waiting room.

**Generic responsibilities**

All staff at Balmore Park have a duty to conform to the following:
**Equality, Diversity and Inclusion**

A good attitude and positive action towards Equality Diversity & Inclusion(ED&I) creates an environment where all individuals can achieve their full potential. Creating such an environment is important for three reasons - it improves operational effectiveness; it is morally the right thing to do, and it is required by law.

Patients have a responsibility to treat other patients and our staff with dignity and respect.

**Safety, Health, Environment and Fire**

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety.

The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures, and guidelines.

All personnel have a duty to take reasonable care of health and safety at work for themselves, their team, and others and to cooperate with employers to ensure compliance with health and safety requirements.

All personnel are to comply with the:

- Health and Safety at Work Act 1974,
- Environmental Protection Act 1990,
- Environment Act 1995,
- Fire Precautions (workplace) Regulations 1999
- Coronavirus Act 2020
- Any other statutory legislation which may be brought to the post holder’s attention.

**Confidentiality**

The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.

It is essential that, if the legal requirements are to be met and the trust of our patients is to be retained, all staff must protect patient information and provide a confidential service.

**Quality and Continuous Improvement**

To preserve and improve the quality of this organisation’s outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.

The responsibility for this rests with everyone working within the organisation to look for opportunities to improve quality and share good practice and to discuss, highlight and work with t

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