• Job Description

  Req#: A0663-25-0006?language=en&page=790&sort=publicationDateDesc

  Job summary

  This is a fast paced environment and we are looking for a team player. The Patient Services Officer (PSO) will act as a first point of contact for anyone accessing the Practice. To thrive in this role, the post holder will need to enjoy the challenge of dealing with patient issues and queries. They will be required to display empathy and understanding and use exceptional problem solving skills, combined with a passion for helping and assisting others. Furthermore, the post holder will also enjoy working closely as a team to achieve shared objectives and ensure daily priorities are delivered. Patients expect a high standard of healthcare and outstanding customer service, so working as a team to meet and manage these expectations is important.

  The working hours for this position are outlined below, but are open to discussion during the interview process:

  Monday DAY OFF

  Tuesday 08.00 - 18.00

  Wednesday DAY OFF

  Thursday 08.00 - 16.30

  Friday 08.00 - 17.30

  Total 26.5 hours

  Main duties of the job

  Regular duties within this role will be dealing with telephone, face to face and electronic queries, booking and/or amending patient appointments, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community. The roles and responsibilities may change according to the business requirements.

  About us

  Lion Health has a registered population of around 28,000 patients and has a dedicated team of GPs, ANP's, Physicians Associates, Paramedics, Practice Nurses and Healthcare Assistants therefore this role is crucial in supporting the general running of a busy Practice.

  Benefits to you:

  • NHS pension scheme
  • On-site, free parking
  • On-site gym
  • Sick pay
  • Competitive Annual leave

  Details

  Date posted

  20 May 2025

  Pay scheme

  Other

  Salary

  £12.21 an hour

  Contract

  Permanent

  Working pattern

  Part-time

  Reference number

  A0663-25-0006

  Job locations

  2 Lowndes Road

  Stourbridge

  West Midlands

  DY8 3SS

  
  

  Job description

  Job responsibilities

  Reception

  The post holder will:

  • Meet and greet patients and visitors at our Front Desk
  • Process personal and telephone requests for appointments, telephone consultations and ensuring callers are directed to the appropriate healthcare professional
  • Register new patients, checking all details for accuracy and entering on to 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.
  • Processing and distributing paper correspondence received into practice.
  • Providing 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.

  Quality & Compliance

  The post holder will:

  • 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 on ways to improve and enhance the teams performance.
  • Work effectively with individuals in other departments to meet organisational needs.
  • Effectively manage own time, workload and resources.

  Communication

  The post holder will:

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

  Personal/Professional Development

  The post-holder will:

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

  Data Protection & Confidentiality

  The post holder will:

  • 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 to 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.

  Safeguarding

  It is the responsibility of every member of staff to safeguard and protect vulnerable adults, children and young people from abuse. All staff are expected to undertake mandatory training relevant to the role. All staff should familiarise themselves with the relevant Policies on Safeguarding.

  Equality and Diversity

  The post holder will:

  • Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
  • Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
  • Behave in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
  • Not treat staff, patients or visitors less favourably because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

  Health & Safety

  The post-holder will:

  • Manage their own and others health and safety and infection control as defined in the Practices policies.
  • Comply with Practice health and safety policies by following agreed safe working procedures
  • Actively report health and safety hazards and infection hazards immediately
  • Undertake periodic infection control training

  Disclosure and Barring Service Check

  The post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Job description

  Job responsibilities

  Reception

  The post holder will:

  • Meet and greet patients and visitors at our Front Desk
  • Process personal and telephone requests for appointments, telephone consultations and ensuring callers are directed to the appropriate healthcare professional
  • Register new patients, checking all details for accuracy and entering on to 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.
  • Processing and distributing paper correspondence received into practice.
  • Providing 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.

  Quality & Compliance

  The post holder will:

  • 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 on ways to improve and enhance the teams performance.
  • Work effectively with individuals in other departments to meet organisational needs.
  • Effectively manage own time, workload and resources.

  Communication

  The post holder will:

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

  Personal/Professional Development

  The post-holder will:

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

  Data Protection & Confidentiality

  The post holder will:

  • 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 to 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.

  Safeguarding

  It is the responsibility of every member of staff to safeguard and protect vulnerable adults, children and young people from abuse. All staff are expected to undertake mandatory training relevant to the role. All staff should familiarise themselves with the relevant Policies on Safeguarding.

  Equality and Diversity

  The post holder will:

  • Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation.
  • Respect the privacy, dignity, needs and beliefs of patients, carers and colleagues.
  • Behave in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
  • Not treat staff, patients or visitors less favourably because of their gender, ethnic origin, age, disability, sexual orientation, religion etc.

  Health & Safety

  The post-holder will:

  • Manage their own and others health and safety and infection control as defined in the Practices policies.
  • Comply with Practice health and safety policies by following agreed safe working procedures
  • Actively report health and safety hazards and infection hazards immediately
  • Undertake periodic infection control training

  Disclosure and Barring Service Check

  The post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Person Specification

  Experience

  Essential

  • Experience working in customer services/ public facing roles

  Desirable

  • Experience working in a GP reception environment
  • Experience of using EMIS Web clinical system (full training is available)

  Qualifications

  Essential

  • Minimum 5 GCSEs grades A* - C / 9-4 or equivalent to include Maths and English

  Desirable

  • NVQ Level 3 Business/admin

  Knowledge and Skills

  Essential

  • Excellent communication (oral and written) and inter personal skills
  • Excellent keyboard and computer skills

  Desirable

  • Knowledge of Medical Terminology

  Qualities and Attributes

  Essential

  • An understanding, acceptance and adherence to the need for strict confidentiality
  • A demonstrable commitment to professional development
  • Ability to use own judgement, resourcefulness and common sense
  • Ability to listen and empathise
  • Good time management
  • Confident, reliable and self-reliant
  • Positive attitude to change and a pro-active approach but also pragmatic and realistic
  • Ability to work as part of an integrated multi-skilled team
  • Methodical and organised

  Person Specification

  Experience

  Essential

  • Experience working in customer services/ public facing roles

  Desirable

  • Experience working in a GP reception environment
  • Experience of using EMIS Web clinical system (full training is available)

  Qualifications

  Essential

  • Minimum 5 GCSEs grades A* - C / 9-4 or equivalent to include Maths and English

  Desirable

  • NVQ Level 3 Business/admin

  Knowledge and Skills

  Essential

  • Excellent communication (oral and written) and inter personal skills
  • Excellent keyboard and computer skills

  Desirable

  • Knowledge of Medical Terminology

  Qualities and Attributes

  Essential

  • An understanding, acceptance and adherence to the need for strict confidentiality
  • A demonstrable commitment to professional development
  • Ability to use own judgement, resourcefulness and common sense
  • Ability to listen and empathise
  • Good time management
  • Confident, reliable and self-reliant
  • Positive attitude to change and a pro-active approach but also pragmatic and realistic
  • Ability to work as part of an integrated multi-skilled team
  • Methodical and organised

  Disclosure and Barring Service Check

  This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

  Employer details

  Employer name

  Lion Health

  Address

  2 Lowndes Road

  Stourbridge

  West Midlands

  DY8 3SS

  
  

  Employer's website

  http://lion-health.co.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Lion Health

  Address

  2 Lowndes Road

  Stourbridge

  West Midlands

  DY8 3SS

  
  

  Employer's website

  http://lion-health.co.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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