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Patient Support Specialist

3 months ago

Leominster, Herefordshire, United Kingdom Taurus Healthcare Limited Full time

Position Overview

*Taurus Healthcare Ltd is representing this opportunity on behalf of Ryeland Surgery.*

Are you equipped to thrive in a dynamic setting while ensuring our clients receive exceptional care? Do you possess outstanding communication and customer service abilities? Can you maintain composure under pressure? If you seek to be part of a nurturing environment where every team member plays a vital role, continue reading.

We are eager to enhance our Front of House Team with an additional part-time position. Our diverse team includes physiotherapists, paramedics, advanced care practitioners, and pharmacists, alongside traditional practice nurses and GPs. It is crucial to ensure that patients are scheduled with the appropriate clinician at the right time.

This role entails 25 hours per week, Monday to Friday from 13:30 to 18:30.

Key Responsibilities

The Patient Support Specialist is tasked with greeting patients and visitors at the practice, providing guidance, advice, and Care Navigation in accordance with the Standard Operating Procedure (SOP). This role also involves managing outgoing communications to patients, conducting ID verifications, and processing payments for private services.

Additionally, you will operate within our care navigation hub, responding to patient calls and directing them to the most suitable healthcare professional or service, collaborating as part of the multidisciplinary team.

About Our Organization

Taurus Healthcare Ltd is advertising this position on behalf of Ryeland Surgery, which is the employing organization responsible for the final hiring decisions.

Taurus Healthcare Ltd will gather all necessary information for recruitment and pre-employment checks, which will be securely transferred to the Practice.

Ryeland Surgery serves over 19,000 patients from the surrounding area, supported by a dedicated team of more than 65 staff members.

We pride ourselves on being a friendly, dynamic, and forward-thinking GP practice, with a clinical team that includes GPs, Practitioners, Clinical Pharmacists, FCPs, Practice Nurses, Healthcare Assistants, and Social Prescribers. We also serve as a training practice and host a Research Nurse.

Our practice operates across multiple sites, collectively serving over 19,000 registered patients. This position is based at our main surgery.

We actively participate in our Primary Care Network (PCN) and are members of a GP federation.

Core Duties

The following are the primary responsibilities of the Patient Support Specialist. Additional tasks may be assigned based on workload and staffing levels:

  1. Welcome patients and visitors to the practice, addressing face-to-face requests for appointments and follow-ups.
  2. Effectively direct patients to the appropriate healthcare professional or service in line with the Care Navigation SOP.
  3. Manage all outgoing calls and messages to patients.
  4. Conduct ID checks for new patient registrations or for patients requesting or collecting documentation.
  5. Process payments for private services and issue appropriate receipts.
  6. Handle incoming phone calls, transferring calls or addressing caller requests as needed.
  7. Process patient requests for appointments and telephone inquiries, effectively directing patients to the appropriate healthcare professional based on their needs.
  8. Initiate and respond to communications from patients, team members, and external agencies via phone, email, and text.
  9. Enter temporary registrations and relevant patient information as required.
  10. Update patient healthcare records as necessary.
  11. Address all queries efficiently.
  12. Maintain a clean and organized working area at all times.
  13. Support clinical staff with general tasks as requested (within the role's scope).
  14. Complete all mandatory training and induction programs.
  15. Participate in annual appraisals and interim reviews to ensure objectives are met and relevant training is undertaken.
  16. Contribute to public health initiatives (e.g., flu clinics) through advice or direct care.

Additional Responsibilities

In addition to primary responsibilities, the Patient Support Specialist may be asked to:

  1. Participate in practice audits as directed.
  2. Provide support to Care Navigation staff, covering during absences.
  3. Manage incoming emails, tasks, and texts as necessary.
  4. Complete opening and closing procedures as per the duty rota.

Candidate Profile

Experience

Essential

  • Experience working with the general public.

Desirable

  • Experience in a healthcare environment.

Qualifications

Essential

  • Educated to GCSE level or equivalent.

Desirable

  • GCSE Mathematics & English (grade C/4 or above).
  • Knowledge of medical terminology.
  • Customer service qualification.

Skills

Essential

  • Excellent communication skills, particularly over the phone.
  • Strong IT proficiency.
  • Clear and polite telephone manner.
  • Competent in using Office and Outlook.
  • Effective time management and organizational skills.
  • Ability to work both independently and as part of a team.
  • Strong interpersonal skills.
  • Problem-solving and analytical abilities.
  • Ability to adhere to policies and procedures.

Desirable

  • Familiarity with EMIS software.

Other Requirements

Essential

  • Flexibility to work outside of standard office hours.