Patient Services & Front of House Coordinator
Reporting to
Patient Services Manager
Employment Type
Full Time
Employment Status
permanent
Job Location
Little Hall Barn, Windsor End, Beaconsfield, HP9 2JW
Hours of Work
37.5 hours per week which will involve shift work to cover the hours 1200 to 2015 Monday to Friday and two Saturdays per month 8:15-2:15pm
Primary philosophy
· Ensure that DoctorNow & The Beaconsfield Clinic’s Vision, Mission and Values are always at the heart of everything you do
· Communicate clearly and effectively with colleagues and the leadership team
· Contribute to developing a compliance (e.g. CQC/GDPR/ICO) and quality culture
· Responsibility and ownership of your function and always seek to maximise the customer experience and help influence overall customer service.
Job Purpose
Responsible for providing exceptional levels of care and customer service to our patients. Always greeting patients in a friendly, welcoming manner to ensure a positive, lasting impression.
Responsible for the smooth running of reception to provide a seamless and quality customer experience for patients.
Duties & Responsibilities
Responsibilities and duties include but are not limited to the following:
Patient services and Administration duties
· Answering phone calls within 3 rings and dealing with a wide range of enquiries including booking GP and Nurse appointments; taking prescription requests; dealing with enquiries; taking and passing on messages accurately and promptly etc
· Processing prescription requests in line with the practice protocol
· Take advanced payments over the phone to secure bookings
· Dealing with deliveries
· Using our ticketing system that our patients use to ask for information
· Dealing with uncollected prescriptions
· Restocking clinical room trollies
· Dealing with tasks generated through the clinical software
· Sending pathology results to patients once assigned by a clinician
· Dealing with patient registrations and ensuring all information is completed on the form prior to their appointment
Front of House duties
· Act as first point of contact for any patients visiting the practice and meet & greet patients/visitors in a professional and welcoming manner
· Provide excellent customer service to ensure a quality customer experience for patients
· Book, cancel, re-arrange appointments at the reception desk
· Take payments on the day ensuring the correct invoice is raised and processed; accurately logging cash payments
· Deal with patient samples and collections for our Laboratory
· Deal with general enquiries at the desk at Reception in a professional and appropriate manner
· Proactively promote our memberships and services at Reception ensuring new and PAYG patients are aware of our services and membership options and handing out brochures etc.
· Make drinks for patients and clinicians as needed
· Arrange for deliveries to be dealt with as required
· Ensure patients complete new patient registration and GDPR forms
· Add information to patient records paying very careful attention to detail
· Pass prescription requests through to clinicians during Prescription slots
· Ensure the relevant clinician's door plate and Doctor's stamp are in place as they come on duty
· Deploy spillage kits at Reception/in the waiting area as required
· Ensure the Reception desk and waiting areas are kept clean and tidy
· Alert patients to any delays in advance if possible or on arrival; ringing through to the clinician to let them know their next patient is waiting as per the protocol; keeping patients informed regarding any delays
· Stock replenishment at Beaconsfield Reception (till rolls/leaflets/business cards/appt cards/imaging forms/patient forms/Membership brochures/Services brochures etc)
· Alert a clinician immediately and offering assistance if a patient appears unwell in the waiting room
· Remain calm and following instructions in the case of an emergency
· Report any safeguarding concerns to the Safeguarding Lead or if they are not on duty to another clinician or the Patient Services Team Leader
· Deal with any paperwork that can be actioned at Reception
· Ensure self-pay on site ultrasound scans are billed to the patient
Compliance
· Maintain a compliance level of at least 75% across all learning and policy platforms
· Have a proactive approach to maintaining and improving the quality of service
· Ensure compliance with practice policies and procedures
Other
· Perform other duties as assigned by the Leadership and Management team
Qualifications; skills and experience
· Educational achievement to at least GCSE (or equivalent) including English Language and Maths
· Computer literate, able to use a range of software programmes including Microsoft Word, Excel and Outlook. The ability to learn new IT software quickly (with training)
· Proven experience in a Front of House role
· First Class communication skills
· Excellent organisation, planning and multitasking abilities
· Ability to think laterally and find solutions to problems
· Excellent attention to detail, confident, flexible and reliable
· High degree of confidentiality & integrity
Application question(s):
- Do you have the right to work in the UK
Work Location: In person
