Patient Service Clerk in Poole

To receive and assist patients to access appropriate healthcare professionals on the telephone, face to face and through online services. To process a variety of patient administration to support the effective day-to-day delivery of clinics and services that The Adam Practice provides.

Main duties of the job:

• Welcome all patients and visitors to the practice at reception in a courteous and professional manner, ensuring they access services as appropriate and providing additional support as required (i.e. interpreters).
• Answer incoming calls and process requests in line with current protocols.
• Maintain at least one regular, ongoing shift within our call hub.
• Use the electronic appointment system, booking and cancelling appointments, maintaining and monitoring the system.
• Carry out a range of administration tasks relating to clinical services and patient care, including data entry on the clinical systems, extracting data, filing and scanning of documents.
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.
• Open and close practice premises and maintain security.

We have various full and part time vacancies available offered as a permanent contract. Contracted shift sessions are as follows:

• AM shift - 08:00 - 13:30 - 5.5 hours
• PM shift - 13:00 - 18:30 - 5.5 hours
• Full shift - 08:00 - 18:30 - 10 hours (not including a 30-minute unpaid break)

Working across our 5 sites is an essential requirement of the successful candidate. We reserve the right to close this vacancy early if we receive a sufficient number of applications. We encourage you to submit your application as soon as possible to avoid disappointment.

About us:

The Adam Practice is a partnership located across 5 surgeries in Poole, Dorset. This is an exciting opportunity to join our growing primary care team in a forward-thinking, innovative, general practice, which has a current CQC rating of Outstanding in Care.

Here are some of our many benefits we offer:

• Access to NHS Pension Scheme and NHS discounts
• 5 weeks annual leave (inclusive of bank/public holidays that fall in the holiday year). Entitlement is pro-rata for part-time employees.
• Auto enrolment in NHS Pension Scheme.
• Cycle to work scheme.

Job responsibilities:

The purpose of the role is to:

• Offer general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.
• Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
• Undertake a variety of administrative duties to assist in the smooth running of the Practice including the provision of secretarial and clerical support to clinical staff and other members of the Practice team.
• Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

Person Specification:

Qualifications:

• Good level of general education
• Good level of spoken English
• Recognised administrative qualification(s)
• A commitment to continuing personal and professional development

Experience:

• Experience of a varied administrative workload, in a customer-focused environment
• IT literate including Microsoft Office
• Telephone call handling
• Learning and using protocols
• Experience of working in the NHS, and ideally General Practice
• Experience using TPP SystmOne clinical system/electronic appointment systems
• Experience handling sensitive and confidential information
• Medical terminology

Qualities & Attributes:

• Ability to communicate effectively with patients, staff and clinicians on the telephone and face to face
• Open-minded and positive; focused on solutions not problems
• Self-motivated
• Always strives for improvement
• Effective team member and able to work independently
• Flexible and adaptable to adjust and contribute to the needs of the practice/service delivery
• To be confident in dealing with difficult situations
• Facilitation and negotiation skills getting the best out of other people and situations

Mobility:

Ability to travel between all Practice sites when required.

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.