Job Description

Process relevant incoming online consultation requests from patients. This includes verifying patients, assigning to the appropriate person or group, and filtering out admin requests. Answer incoming phone calls promptly, within a maximum of 3 rings where possible, ensuring that all conversations and other non-urgent tasks are politely interrupted to pick up the call. Transferring calls or dealing with the callers request appropriately. Signpost patients to the correct service if appropriate. Initiating contact with and responding to, requests from patients, team members and external agencies Process mail (both internal and external) and manage electronic document workflow. Data entry of permanent and temporary registrations and relevant patient information as required. Input data into the patient™s healthcare records as necessary. Scanning of patient related documentation and attaching scanned documents to patient™s healthcare records Manage all queries (including administrative queries) efficiently and professionally maintaining high standards of customer service. Support all clinical staff with general tasks as requested. Complete opening and closing procedures in accordance with the duty rota. Maintain a clean, tidy, effective working area at all times. Maintain Clinical Appointment Books and Schedules in coordination with the Patient Services Manager and Schedule Coordinator. Liaising with doctors, practice nurses and other practitioners regarding their appointments organisation. Preparation and maintenance of the OMNI rota; compiling and editing the Duty Doctors™ rota for the practice, allocating Doctors early and late surgeries. Prepare monthly timetables for registrars to ensure they have adequate tutorial and joint surgery sessions. Implement new Clinical Appointment Books as directed by the Partners and Patient Services Manager. Coordinate the booking of Locum GPs and other Clinical Practitioners as required in line with budgetary restrictions determined by the Partners and Business Manager. Monitor and maintain the required amount of online bookable appointments available on the system. Monitoring and reporting on appointment availability and uptake. The training you will be getting The apprenticeship training is delivered through a combination of workplace learning and regular college attendance. This training will teach you the knowledge, skills and behaviours set out in the Customer Service Practitioner Level 2 standard. On completion the apprentice will receive Customer Service Practitioner Level 2 qualification. Functional Skills in Maths and English may also be required depending on current level. What to expect at the end of your apprenticeship Receptionist and Schedule coordinator Team Lead Patient Services Management Other Routes within the surgery (Clinical)

Required Skills & Qualification

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Problem solving skills, Presentation skills, Administrative skills, Analytical skills, Logical, Team working, Creative, Initiative, Non judgemental, Patience

GCSE or equivalent English (Grade 4 - 9/A* - C) EssentialGCSE or equivalent Maths (Grade 4 - 9/A* - C) Essential

Apprenticeship Standard

Customer service practitioner Level 2 (GCSE)

Employer

Langport Surgery

THE SURGERY NORTH STREET LANGPORT TA10 9RH

Provider

YEOVIL COLLEGE