Patient Services Officer; Receptionist

Overview

We are so happy that one of our very valued colleagues is having a baby. Her skills will be greatly missed while she is away on maternity leave, and this is where you might be able to help!

We’re looking for a warm, enthusiastic and patient‑focused Patient Services Officer to join Lion Health on a 12‑month fixed‑term contract and help deliver an outstanding experience for our patients every day.

We’re looking for someone who can work between 15 to 37 hours per week
. Whether you’re looking for part‑time or full‑time hours, we’d love to hear from you.

At Lion Health, we believe every interaction matters. Whether welcoming patients at reception, answering the telephone, booking appointments or processing prescription requests, our Patient Services team is at the heart of everything we do. Our recent CQC inspection reflects the dedication of our team and the excellent care we provide, and we’re committed to continually improving the experience for our patients.

You’ll enjoy working with people, bring positive energy to the workplace and thrive in a busy, fast‑paced environment. Calm under pressure, organised and approachable, you’ll be the first point of contact for our patients, providing a professional, compassionate and efficient service both face‑to‑face and over the phone.

• Meet and greet patients and visitors at our front desk
• Process personal and telephone requests for appointments, telephone consultations, and direct callers to the appropriate healthcare professional
• Register new patients, checking all details for accuracy and entering onto our computer system
• Ensure all reception admin tasks are completed within the required timescale
• Receive and record money for private fees from patients
• Process Patient Access requests
• Process repeat prescription requests within agreed practice timescales
• Process and distribute paper correspondence received into practice
• Provide clerical assistance to practice staff as required, including word/data processing, filing, photocopying and scanning
• Act as a chaperone for clinicians when required
• Perform any other relevant and reasonable duties that may be requested by the Practice Manager, Management team or Partners

• Process and record information in accordance with practice procedures
• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions to improve and enhance the team’s performance
• Work effectively with individuals in other departments to meet organisational needs
• Effectively manage own time, workload and resources

• Recognise the importance of effective communication within the team
• Communicate effectively with other team members, patients and carers
• Recognise people’s needs for alternative methods of communication and respond accordingly
• Develop harmonious and effective relationships across all practice teams and with patients

• Participate in any training programme implemented by the Practice as part of your role and employment, including that relating to organisational standards and changes in software or systems
• Participate in an annual individual performance review, taking responsibility for maintaining a record of own personal and/or professional development
• Take responsibility for own development, learning and performance and demonstrate skills and activities to others who are undertaking similar work

• Maintain confidentiality of information, acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times
• Maintain an awareness of the Freedom of Information Act
• Information relating to patients, carers, colleagues, other healthcare workers and the business of the practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

It is the responsibility of…