Patient Support Officer

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.