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- Tasks: Assist patients and manage records in a friendly, fast-paced surgery environment.
- Company: Vicarage Lane Surgery, a welcoming GP practice in Stratford, East London.
- Benefits: Opportunities for growth, supportive team, and a positive work culture.
- Other info: Join a dedicated team focused on excellence in patient service.
- Why this job: Make a real difference in patient care while developing your skills.
- Qualifications: GCSEs in English and Maths; NVQ level 2 in Health and Social Care preferred.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a friendly Patient Liaison Officer to join our patient-focused surgery. Able to work in a fast-paced environment with an established team. Plenty of opportunities for growth within the surgery as well as being part of a thriving, happy workforce.
Main duties of the job:
- To assist in keeping patient records accurate and up to date by scanning and attaching paper documents into electronic records.
- To work in the reception area welcoming patients to the practice, treating them courteously, with dignity and respect at all times.
- Helping patients by dealing with requests or questions in a polite, professional and efficient manner.
- To enable patients to access health care, directing them to appointments with appropriate members of the practice team, or outside services.
- Booking, changing and cancelling appointments in person or over the telephone.
- Taking telephone calls and messages, liaising with clinical and administrative staff, hospitals etc.
- Telephoning patients in the evening to inform them about prescriptions, to move/book or rebook appointments, or gather personal data in a sensitive manner, such as smoking status, when asked to do so.
- Registering patients, ensuring that information is checked and documented accurately.
- Ensuring that an adequate supply of stationery is available in the consulting rooms and the reception area.
- General use of the computer with patient details, making appointments, recording information etc.
About us:
The Vicarage Lane Surgery is a welcoming GP practice serving over 10,000 patients in the heart of Stratford, East London. We are a friendly, dedicated team who always put our patients first. We constantly look for new ways to improve the service we provide for our patients and for our team. Our goal is to deliver excellence in care and exemplary service in everything we do.
Job responsibilities:
- REPORTS TO: Business Manager
- ACCOUNTABLE TO: GP Partner
- 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 services 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.
- Sign-Posting patients and visitors to the correct departments and services.
Duties and responsibilities:
- The duties and responsibilities to be undertaken by members of the practice administration team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the senior receptionist/practice manager, dependent on current and evolving practice workload and staffing levels.
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols.
- Maintaining and monitoring the practice appointments system.
- Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional.
- Processing and distributing incoming (and outgoing) mail.
- Taking messages and passing on information.
- Filing and retrieving paperwork.
- Processing repeat prescriptions in accordance with practice guidelines.
- Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
- Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
- Clearing and re-stocking of consulting rooms as required.
- Providing clerical assistance to practice staff as required from time to time, including word/data processing, filing, photocopying and scanning.
- Ordering, re-ordering and monitoring of stationery and other supplies.
- Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter.
Person Specification:
- GCSE grade A to C in English and Maths.
- Qualified to NVQ level 2 in Health and Social Care.
Patient Liaison Officer in London employer: The Vicarage Lane Surgery
Contact Detail:
The Vicarage Lane Surgery Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Patient Liaison Officer in London
✨Tip Number 1
Get to know the practice! Before your interview, do a bit of research on Vicarage Lane Surgery. Familiarise yourself with their values and services. This will help you connect with the team and show that you're genuinely interested in being part of their patient-focused environment.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Think about how you can highlight your experience in dealing with patients and managing administrative tasks. The more comfortable you are, the better you'll come across in the interview!
✨Tip Number 3
Show off your people skills! As a Patient Liaison Officer, you'll be interacting with patients all day. Be ready to share examples of how you've handled difficult situations or provided excellent customer service in the past. This will demonstrate your ability to treat patients with dignity and respect.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site. It’s a great way to ensure your application gets noticed and shows your enthusiasm for joining our friendly team at Vicarage Lane Surgery.
We think you need these skills to ace Patient Liaison Officer in London
Some tips for your application 🫡
Show Your Friendly Side: As a Patient Liaison Officer, being friendly is key! Make sure your application reflects your warm personality. Use a conversational tone and share experiences that highlight your ability to connect with patients.
Tailor Your CV: We want to see how you fit into our team! Customise your CV to highlight relevant experience in healthcare or customer service. Mention any specific skills that align with the duties listed in the job description.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate applications that are easy to read and get straight to the point about your qualifications and enthusiasm for the role.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Vicarage Lane Surgery!
How to prepare for a job interview at The Vicarage Lane Surgery
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Patient Liaison Officer. Familiarise yourself with the job description and think about how your skills align with the tasks, like managing patient records and assisting in the reception area.
✨Showcase Your People Skills
As this role is all about interacting with patients, be ready to demonstrate your communication skills. Prepare examples of how you've handled difficult situations or provided excellent customer service in the past. This will show that you can treat patients with courtesy and respect.
✨Prepare for Scenario Questions
Expect questions that put you in real-life scenarios, such as dealing with an upset patient or managing multiple phone calls at once. Think through your responses ahead of time, focusing on how you would remain calm and efficient while providing excellent service.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. Inquire about the team dynamics, opportunities for growth within the surgery, or how they measure success in this role. This shows your genuine interest in the position and the practice.