Frontline Patient Liaison Specialist

2 weeks ago

London, Greater London, United Kingdom NHS Full time

**About the Role:**

We are seeking a skilled and compassionate Frontline Patient Liaison Specialist to join our team at the NHS. As a key member of our Primary Care Team, you will be responsible for providing exceptional reception services to patients and visitors.

The ideal candidate will have excellent communication skills, both verbal and written, and be able to work effectively in a fast-paced environment. You will be confident in handling unwell individuals with sympathy and sensitivity, while also maintaining confidentiality and adhering to practice policies.

Main Responsibilities:

  • Answer telephones promptly and direct patients to appropriate services or healthcare professionals.
  • Action prescription queries and repeat prescription requests within 48 hours.
  • Ensure practice confidentiality, data protection, and security policies are strictly adhered to.
  • Deal with general enquiries, explain procedures, and make appointments.
  • Use judgement to see patients with no prior appointment who need urgent consultations.
  • Enter requests for home visits and refer to duty doctor as necessary.
  • Action repeat prescription requests and ensure they are ready for collection within 48 hours.
  • Advise patients of relevant charges, accept and record payment, and issue receipts.
  • Enter patient information onto the computer record and ensure reports, results, and correspondence are scanned/filed correctly.
  • Maintain cover due to staff holidays, sickness, or absence.
  • Ensure practice confidentiality, data protection, security, and information governance policies are strictly adhered to.
  • Answer telephones promptly and direct calls to the most appropriate person.

Person Specification:

  • Computer literate with excellent keyboard skills.
  • Self-starter, able to work on own initiative, following set procedures and protocols.
  • Use of clinical system software.
  • Reception/Customer Care experience.

Benefits:

  • Competitive salary of £12.25 per hour.
  • 27 days' annual leave plus bank holidays.

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