Patient Liaison Officer

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.