This 12-month role sits in the reception and triage team at Bromley by Bow Health Partnership, which runs four surgeries serving over 50,000 patients. The post centres on first contact for patients by phone, in person and online, plus appointments, repeat prescriptions and records. It stands out for its triage work, which sorts patients by how urgently they need clinical attention, and for shifts that are still to be confirmed within a Monday to Friday pattern. Candidates need at least six months of direct public-facing customer service experience.
What the job involves
- Act as first point of contact for patients in person, by phone and digitally
- Work in the triage team, identifying and prioritising patients by how urgently they need clinical assessment or treatment
- Direct patients to the most appropriate clinician, service or support pathway, and promote self-management where appropriate
- Manage appointments, patient enquiries, registrations and correspondence
- Process repeat prescription requests
- Arrange patient transport and interpreters, and provide other patient support
- Handle document management, scanning, filing, post and deliveries
- Maintain accurate patient records and information on clinical systems
- Support the management of patient demand with the wider Patient Assistant team
- Maintain confidentiality in line with data protection law and practice policies
- Take part in team meetings, training and continuous professional development
What’s required
Qualifications
- Educated to GCSE level: minimum 3 GCSEs at grades A* to C or equivalent
Experience
- Minimum 6 months working directly with members of the public in a busy customer service environment
- Experience handling telephone calls in a high-volume setting
- Experience working effectively as part of a team
Skills & knowledge
- Understanding of confidentiality and data protection requirements
- Strong customer service skills and a professional approach
- Good literacy, including spelling and comprehension
- Strong verbal communication, able to interact confidently with patients and colleagues
- Competent use of Microsoft Word, Excel and Outlook
- High attention to detail and a thorough, accurate approach
Other
- Ability to stay calm and work effectively under pressure
- Ability to prioritise and organise workload
- Problem-solving within defined procedures and scope of role
- Managing a varied workload and switching between tasks
- Following set procedures accurately and consistently
Nice to have
- Customer care training or qualification
- Experience working in a GP practice or similar healthcare environment
- Experience using EMIS or other clinical systems in an administrative capacity
What’s offered
- Access to Occupational Health services
- Access to staff wellbeing support and initiatives
- London Living Wage employer
- NHS Pension Scheme (where applicable)
- Annual leave entitlement plus bank holidays
- Support for training and professional development
- Blue Light Card discount scheme
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Contact Details:
The Methodist Church in Britain Recruitment Team
