Patient Services Officer
| Posting date: | 02 May 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Negotiable |
| Hours: | Full time |
| Closing date: | 18 May 2025 |
| Location: | London, SW9 6AF |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | A1321-25-0002 |
Summary
Role Overview Patient Services Officers (PSOs) are the first point of contact at the practice for our patients, their carers, and other healthcare professionals. The role comprises three key areas of responsibility: greeting patients and answering queries at front desk, answering telephone calls, and administrative work. The role involves working closely with all members of the practice team, including GPs, and the rest of the administration team. Once initial training is completed, PSOs can take on a variety of additional responsibilities. These may include handling repeat prescription requests, managing medical records requests, processing private medical reports, and coordinating recalls for specific patient groups. These responsibilities can be tailored to align with individual interests and strengths. Duties and Responsibilities Reception services: Provide a welcoming and efficient reception service for patients and visitors, managing the waiting area and ensuring timely communication. Patient support: Handle patient inquiries in person, over the phone, or online. Assist patients with accessing services and managing their healthcare. Administrative duties: Provide administrative services to the practice, including managing correspondence from third parties and contacting patients regarding routine appointments. Security and environment: Ensure the reception area and clinical spaces are tidy, safe, and welcoming. Follow protocols for opening and closing the premises. Data protection: Maintain strict confidentiality of all patient and practice information in accordance with GDPR and organisational policies. Compliance and training: Complete regular training as required and stay up to date with relevant topics. Attend and contribute to practice meetings. Understand that this Job Description is not exhaustive, demonstrating flexibility to meet the changing demands of the role and the priorities set by the Practice Business Manager and Partners. Duties may vary under the direction of the Practice Operations Manager, depending on current workload and staffing levels. Expected Behaviours Professional conduct: Maintain a courteous, calm and professional demeanor in all interactions with patients and colleagues. Patient-centred focus: Demonstrate empathy and sensitivity to patient needs, prioritizing their dignity and comfort. Team commitment: Support colleagues proactively and contribute positively to practice culture and morale. Adaptability: Respond flexibly to changing priorities while maintaining composure under pressure. Examples of Career Development Options:Many of the senior roles within the practice, including Care Coordinator, Social Prescribing Link Worker, Healthcare Assistant, Data Officer, and Practice Operations Manager, are filled by colleagues who originally joined us as Patient Services Officers.