Patient Services Co-ordinator Team Leader in Bognor Regis

We are excited to offer a position for a Patient Services Team Leader to join our reception team at Bersted Green Surgery. This role is perfect for an individual looking to develop skills and experience in customer service and administration, while contributing to a friendly and supportive GP practice.

Main duties of the job

• Amend the daily rotas to allow smooth booking of appointments.
• Manage team, ensure daily tasks are completed in a timely manner following protocols and policies.
• Delivering a professional and welcoming reception and administrative service.
• Answering telephone calls and handling patient queries in a polite and efficient manner.
• Ensuring compliance with CQC, and current legislations.
• Handling patient feedback including assisting with complaints.
• Responding to online requests and emails promptly.
• Greeting patients and visitors at the front desk in a calm and courteous way.
• Keeping patients informed of any delays.
• Notifying GPs of patient arrivals.
• Booking, managing and amending appointments in line with practice policy.
• Sending appointment reminders as required.
• Ensuring patient records are accurate and securely filed.
• Assisting with general administrative tasks as needed.
• Working effectively as part of a wider multidisciplinary team.
• Any additional duties as requested by Patient Services Manager.

About us

Bersted Green Surgery is a friendly and forward-thinking GP practice based on the outskirts of Bognor Regis. We operate from a modern, purpose-built premises and provide care for around 13,000 patients. You will be working as part of a close-knit team that includes receptionists, administrators, nurses, paramedics, GPs and management. We value teamwork, respect and high-quality care, and we are committed to supporting our staff with ongoing development.

Job responsibilities

• 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 caller's request appropriately.
• Signpost patients to the correct service.
• Initiate contact with and respond to requests from patients, team members and external agencies.
• Code data on the clinical IT system.
• 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 administrative team.
• Manage all queries as necessary in an efficient manner.
• Carry out system searches as requested.
• Maintain a clean, tidy, effective working area at all times.
• Monitor and maintain the reception area and notice boards.
• Support all clinical staff with general tasks as requested.

Person Specification

• Previous GP surgery experience.
• Educated to GCSE level or equivalent.
• Experience of working with the general public.
• Excellent communication skills (written and oral).
• Clear, polite telephone manner.
• Competent in the use of MS Office applications.
• Effective time management (planning and organising).
• Ability to work as a team member and autonomously.
• Good interpersonal skills.
• Problem solving and analytical skills.
• Ability to follow policy and procedure.
• Polite and confident.
• Flexible and cooperative.
• Motivated.
• Forward thinker.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure.
• Flexibility to work outside of core office hours.
• Experience of administrative duties.
• Experience of working in a healthcare setting.
• GCSE Mathematics and English (C or above).
• NVQ Level 2 in Health and Social Care.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.