Job Description

Job Summary

A great opportunity is available to join our thriving, friendly, high achieving practice at Berrycroft Community Health Centre. We are looking for two enthusiastic members to join our Patient Services Team, for 27.5 hours per week.

Hours

27.5 per week

Working Patterns

Pattern one:

Monday: 13:00-18:30

Tuesday: 8:00-13:30

Wednesday: 13:00-18:30

Thursday: 8:00-13:30

Friday: 13:00-18:30

Pattern two:

Monday: 8:00-13:30

Tuesday: 13:00-18:30

Wednesday: 8:00-13:30

Thursday: 13:00-18:30

Friday: 8:00-13:30

Job Type

Part-Time, Permanent, in-person

Main duties of the job

The post- holder is responsible for welcoming patients, call handling and booking appointments, providing general administrative assistance to the practice team and directing patients to the most appropriate service or healthcare professional in a friendly, positive and compassionate way.

Job Responsibilities

Answer and navigate incoming calls to ensure wait times are kept to a minimum. Welcome patients appropriately in person and respond to all queries and requests for assistance, with kindness. Deal with internal and external enquiries, such as taking and passing on accurate messages from patients, PCN, secondary care or other associated healthcare agencies. Process and redirect tasks from practice emails. Take payment for private services. Book appointments in line with written protocols, appointment and other clinical IT systems, recognise and understand life-threatening situations and react accordingly. Ensure patients with no appointments but who need urgent consultation are seen in a logical and non-disruptive manner and booked into respective clinics dependant on their symptoms. Signpost patients to other external agencies and referral to social prescribers. Explain practice arrangements to new patients and those seeking temporary cover and ensure documentation completed, checked, and progressed to workflow. Keep the reception area, notice boards and leaflet dispenser tidy and free from obstruction and clutter. Add requests for home visits onto the system ensuring careful recording of all details. Carry out EMIS, and other administrative tasks such as word processing, filing, photocopying and scanning. Champion training of new starters to the team.

Person Specification

Essential Criteria

GCSE Grades 4-9 or equivalent in Maths and English. Flexibility to work outside core office hours (18:30pm finishes). Experience of a front facing customer role. Experience of administration tasks. Excellent communication skills (written, oral and presenting). Confident with multiple forms of technology. High attention to detail and accuracy and maintaining confidentiality. Ability to maintain high confidentiality at all times. Ability to prioritise and work to tight deadlines in a fast-paced environment. Customer care skills, show care and compassion. Ability to listen and ask questions. Excellent interpersonal skills. Positive mindset and able to deal with change. Supportive of other team members. Professional and accountable. Motivated and proactive, able to learn and open to feedback. Resilient and able to work under pressure.

Desirable Criteria

NVQ or equivalent in customer care. NHS/primary care general practice experience. Experience in busy call handling. Experience using healthcare systems, such as EMIS, AccuRx and Docman. Full UK driving licence, with vehicle access

Benefits

Friendly team and supportive environment:

join our welcoming team of healthcare professionals who collaborate with not just our team, but community through our Collaborative Practice Initiative and Friends of Berrycroft charity.

State-of-the-art facility:

work in a new purpose built centre equipped with modern amenities. Enjoy the convenience of an onsite cafe and childcare providers nearby.

Free Parking:

onsite parking and electric care charging ports available.

On-Site discounts:

our in-house coffee shop, staff discount available.

NHS Pension:

NHS contribution full pension in line with annual salary.

Blue Light Card Discounts:

discounts available on thousands of brands and services.

Employee Forum:

have your voice heard and collaborate with our wider team. The team has also been instrumental in shaping our recognition framework and contributing valuable input on various initiatives.

Employee Assistance Programme (EAP):

24-hour confidential helpline for all employees providing counselling, legal advice, and information. It is inclusive of employees immediate family members.
Job Types: Part-time, Permanent

Pay: 13.00 per hour

Expected hours: 27.5 per week

Education:

GCSE or equivalent (required)
Experience:

Customer service: 1 year (required)
Work Location: In person