Patient Services Assistant

Dyddiad hysbysebu:	16 Chwefror 2026
Cyflog:	£24,735.00 i £25,126.00 bob blwyddyn
Gwybodaeth ychwanegol am y cyflog:	£24735.00 - £25126.00 a year
Oriau:	Llawn Amser
Dyddiad cau:	09 Mawrth 2026
Lleoliad:	Ashington, NE63 0NG
Cwmni:	NHS Jobs
Math o swydd:	Parhaol
Cyfeirnod swydd:	I9869-2636

Crynodeb

JOB PURPOSE Provision of a modern, comprehensive customer-focused reception service to the patients of Seaton Park Medical Group. Provision of support services to Clinicians and appropriate administrative services for Patient Administration. DIMENSIONS The scope of the role includes the full range of services and activity of the Primary Care Teams, within any of the practice locations. The post requires work within a set of procedures and has no budgetary or line-management responsibility. MAIN CHALLENGES AND OPPORTUNITIES OF THE ROLE Navigating patient requests to appropriate services, using pre-defined procedures Providing a professional service to patients and maintaining a friendly and understanding approach, even at times of provocation and pressure. Entering into sometimes challenging dialogue with patients, based on the knowledge, training and procedures provided for the role Recognising where to seek professional direction and where administrative procedures may be applied. Active participation, as appropriate for the role, towards achievement of QOF and other Enhanced Services Practice goals Working as part of the larger Patient Services team, focussed on Reception responsibilities, but with a wider remit when working within smaller centres. Working in a busy, at times pressured and rapidly changing environment dealing with the needs of patients, the general public and busy Health Care Professionals. Taking responsibility for daily events and being aware of daily priorities. Using ones own initiative to suggest solutions to organisational problems. Motivating oneself in quiet times to address housekeeping issues. Making time to learn and do new things COMMUNICATIONS & WORKING RELATIONSHIPS 1. Internal Senior Management Middle Management GPs and other Primary Care Health Professionals Nursing Team Support Services and Patient Services Staff 2. External Individual patients, cares and relatives Other NHS Organisations Commercial Organisations Not-for-profit organisations KEY RESULT AREAS 1. Actioning patient requests submitting using the Klinik on-line platform and bookingpatients into appropriate appointment using pre-defined procedures. This includes: supporting patients over the phone to submit a request using the Klinik on-lineplatform entering into a, sometimes challenging, dialogue with patients, following procedures,protocols and navigation tools provided. 2. Receive patients presenting at any of our Centres, responding promptly andmaintaining a professional, friendly and understanding approach. Duties will involve: greeting patients at the Front Desk; assisting in patient access to services;checking in; dealing with enquiries, using the Intranet where available; submitting appointment requests; accepting specimens for laboratory testing; assisting patients wishing to collect prescriptions, fit notes and various documentation; cash-handling, in accordance with Practice Procedures. 3. Deal with patient requests and queries by telephone, responding promptly and maintaining a professional, friendly and understanding approach. Examples include: directing all incoming calls to the appropriate departments; submitting appointment requests using the Klinik on-line platform; recording requests for home visits and contacting GPs as directed by Practice procedures; checking availability of results and responding to patients as directed by the doctor; recording and forwarding patient messages and queries to appropriate health care professionals; dealing with patient queries on all elements of the practices services. This element of the role includes the requirement to navigate patients appropriately. 4. Contribute to the smooth running of the Practices appointments system as required. Duties include: contacting patients to cancel or rearrange appointments as needed for the smooth running of the Practice; contacting patients to remind them of pre-booked appointments, monitoring and actioning requests submitted . 5. Work together with other members of the Patient Services Staff team, to provide services to patients and direct support to clinicians. Examples include: Being aware of daily priorities; communicating effectively with other members of staff; planning ahead; operating a smooth running Patient Services service;assistance to professionals on request; chaperoning patients on professional request; working when required with other roles within the support services team. 6. Maintain and operate the room stocking system effectively, liaising with other team members as required. Duties will include stocking Consulting Rooms and Patient Services area on a daily basis,ensuring adequate supplies of stationery, laboratory forms etc. are maintained at all times. 7. Open and secure the premises according to the specified procedure when first to arrive or last to leave. This includes: disabling alarm on entry to the building, ensuring the Patient Services Office and Waiting Room is ready to receive patients with adequate heating and ventilation; Securing the area at end of day leaving area tidy and ready for incoming colleagues; setting of intruder alarm, closing windows, locking of internal doors, extinguishing lights, securing final entry/exit door and external gates. 8. Maintain the practices computerised records accurately in a timely manner. This includes: using the computer to record appointments and updating other patienti nformation held on computer as included within the Patient Services Assistant role within the place of work; also when directed to do so by the General Practitioner or Practice Management. 9. Maintain the practices manual support systems accurately and in a timely manner. Current examples are: Paper Records Management, Incident Reporting Procedure. 10. Maintain an awareness of Practice targets and fully participate in initiatives to achieve these. This includes: QOF (Quality and Outcomes Framework) target, Enhanced Services and core contract requirement, ensuring information is collated from patients as required. 11. Observe Patients and carers rights to confidentiality, privacy and respect, ensuring accuracy when dealing with patent information. This involves protection of patients privacy and confidentiality in line with Practice Policy, and checking patient details, e.g. date of birth, address, to ensure information is processed for the correct patient. All staff are required to adhere to a confidentiality. 12. Actively participate in training and developmental opportunities. This requires attendance at an appropriate monthly TIPTOES session, or self-directed study within this time. 13. Report and record incidents using the Incident Reporting Procedure, assisting Practice Management and General Practitioners in the implementation of a Zero Tolerance Policy, to ensure a safe and secure environment for all staff. Examples include reporting accidents in the Waiting / Patient Services area, dealings with difficult patients or unusual occurrences. 14. Any other duties identified as appropriate to the role Duties may include any administrative or reception duties identified as appropriate to support efficiencies and streamlining of processes across the organisation. CONFIDENTIALITY As an employee you have a responsibility to maintain the confidentiality of any confidential information, which comes into your possession regarding patients, employees or any business relating to the Practice. In accordance with the Public Interest Disclosure Act 1998 protected disclosures are exempt from this express duty of confidentiality. HEALTH AND SAFETY As an employee you have a responsibility to abide by all the safety practices and codes provided by the Practice and have an equal responsibility with management for maintaining safe working practices for the health and safety of yourself and others. QUALITY ASSURANCE As an employee of Seaton Park Medical Group you are a member of an organisation that endeavours to provide the highest quality of service to our patients. You are an ambassador of the organisation and, as such, are required to ensure that high standards are maintained at all times. EQUAL OPPORTUNITIES As an employee you have a responsibility to ensure that all people that you have contact with during the course of your employment, including patients, relatives and staff are treated equally in line with the Practices Equal Opportunities Policy. RISK MANAGEMENT You have a responsibility for the identification of all risks, which have a potential adverse affect on the Practices ability to maintain quality of care and the safety of patients, staff and visitors, and for the taking of positive action to eliminate or reduce these. SAFEGUARDING The Practice is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. INFECTION CONTROL As an employee you have a responsibility to abide by all Infection Control Guidelines provided by the Practice. SUSTAINABILITY It is the responsibility of all staff to minimise the Practices environmental impact by switching off lights,computers monitors and equipment when not in use, minimising water usage, minimising the need for printing and amount of paper and toner cartridges used.