Patient Services Assistant. 1 part time post - 23 hours per week.
We have a vacancy for a Patient Services Assistant to join our reception team. The main responsibilities will be to deal with patients on the telephone, in person, and using an online consultation tool. You will be required to book appointments for patients with members of the Primary Health Care Team, deal with patient queries, as well as support the wider practice team. You will be working as part of a supportive and proactive team.
The hours we have available are on Mondays to Fridays; flexibility is required to cover leave for other team members. There may be the occasional Saturday.
This is a rewarding role as you will be helping patients. We are looking for a well-organised, positive, caring, calm, resourceful, tactful, and flexible person. Your personal skills and team fit are most important as full training will be given.
Previous experience in a healthcare setting is very desirable, but we are also interested to hear from you if you have worked in a busy frontline customer care role or in a pharmacy, as you are likely to have transferable skills.
Main duties of the job
The Patient Services Assistant will support the practice team with the dealing with patients on the phone, at the counter, online and will include dealing with patient queries, and booking of appointments and signposting to other services. Please see full job description which outlines the role in more detail. About us
St James and Orchard Medical Centre is based over two sites, one in the centre of Taunton and the second site in a more rural location in Norton Fitzwarren. The Practice has a population of over 18,000 patients. The Practice team is made up of 6 GP partners, Salaried GPs, a team of Advanced Clinical Practitioners, nursing, reception, and administration teams. Job responsibilities
Revised January 2025 Job Title Hours 23 hours per week Contract Permanent (subject to satisfactory probation) Pay Scale Line Manager Reception Manager Job Summary The Patient Services Assistant (PSA) will support the practice team with dealing with patients on the phone, at the counter, online, and will include dealing with patient queries, and booking of appointments and signposting to other services. Duties Dealing with patient requests via telephone and online tools. Arranging appointments, referrals, tests, and follow-up appointments for patients. Helping the GP liaise with outside agencies (e.g., Pharmacies). Receive and handle incoming calls and electronic requests from patients, relatives, carers, and healthcare providers. Meet, greet, and respond to all queries and requests for assistance from patients and visitors. Establish brief details of the reasons for patient requests and record on the clinical system. Resolve incoming requests for assistance where practical and safe to do so. Signpost patients to appropriate services. Monitor the flow of patients into consulting rooms. Ensure that patients without appointments but who need urgent consultations are seen appropriately. Explain practice arrangements and formal requirements to new patients. Advise patients of relevant charges for private services and handle payments. Record requests for home visits and other messages. Alert a clinician for any emergency cases. Resolve patient complaints but escalate issues as necessary. Ensure reception and waiting areas are kept neat and tidy. Promote the use of online access. Person Specification
Qualifications
Excellent communication skills (written and oral). Clear, polite telephone manner. Competent in the use of Office and Outlook. EMIS or alternative clinical software experience. Effective time management (planning and organising). Ability to work as a team member and autonomously. Good interpersonal skills. Ability to follow clinical policy and procedure. Personal Qualities
Polite and confident. Flexible and cooperative. Motivated. Problem solver with the ability to process information accurately. High levels of integrity and loyalty. Sensitive and empathetic in distressing situations. Ability to work under pressure. Commitment to ongoing professional development. Punctual and committed to supporting the team effort. Other requirements
Flexibility to work outside of core hours. Experience of working in a primary care environment/pharmacy. Experience of working with the general public. Experience of working in a healthcare setting. Experience of working in a customer service role. Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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The Patient Services Assistant will support the practice team with the dealing with patients on the phone, at the counter, online and will include dealing with patient queries, and booking of appointments and signposting to other services. Please see full job description which outlines the role in more detail. About us
St James and Orchard Medical Centre is based over two sites, one in the centre of Taunton and the second site in a more rural location in Norton Fitzwarren. The Practice has a population of over 18,000 patients. The Practice team is made up of 6 GP partners, Salaried GPs, a team of Advanced Clinical Practitioners, nursing, reception, and administration teams. Job responsibilities
Revised January 2025 Job Title Hours 23 hours per week Contract Permanent (subject to satisfactory probation) Pay Scale Line Manager Reception Manager Job Summary The Patient Services Assistant (PSA) will support the practice team with dealing with patients on the phone, at the counter, online, and will include dealing with patient queries, and booking of appointments and signposting to other services. Duties Dealing with patient requests via telephone and online tools. Arranging appointments, referrals, tests, and follow-up appointments for patients. Helping the GP liaise with outside agencies (e.g., Pharmacies). Receive and handle incoming calls and electronic requests from patients, relatives, carers, and healthcare providers. Meet, greet, and respond to all queries and requests for assistance from patients and visitors. Establish brief details of the reasons for patient requests and record on the clinical system. Resolve incoming requests for assistance where practical and safe to do so. Signpost patients to appropriate services. Monitor the flow of patients into consulting rooms. Ensure that patients without appointments but who need urgent consultations are seen appropriately. Explain practice arrangements and formal requirements to new patients. Advise patients of relevant charges for private services and handle payments. Record requests for home visits and other messages. Alert a clinician for any emergency cases. Resolve patient complaints but escalate issues as necessary. Ensure reception and waiting areas are kept neat and tidy. Promote the use of online access. Person Specification
Qualifications
Excellent communication skills (written and oral). Clear, polite telephone manner. Competent in the use of Office and Outlook. EMIS or alternative clinical software experience. Effective time management (planning and organising). Ability to work as a team member and autonomously. Good interpersonal skills. Ability to follow clinical policy and procedure. Personal Qualities
Polite and confident. Flexible and cooperative. Motivated. Problem solver with the ability to process information accurately. High levels of integrity and loyalty. Sensitive and empathetic in distressing situations. Ability to work under pressure. Commitment to ongoing professional development. Punctual and committed to supporting the team effort. Other requirements
Flexibility to work outside of core hours. Experience of working in a primary care environment/pharmacy. Experience of working with the general public. Experience of working in a healthcare setting. Experience of working in a customer service role. Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and will require a submission for Disclosure to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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