Patient Services Advisor

Job summary We are looking forsomeone with excellent customer services skills to add to our patient servicesteam.The role is 4 sessions per week, and the shifts will be or on a rotaof mornings and afternoons alternating.Flexibility is akey requirement for this role to cover holidays and sickness.
There is alsolate night cover required on a Monday evening This too is on arota so is not every week.
Main duties of the job Receive, assist anddirect patients in accessing the appropriate service or healthcare professionalin a courteous, efficient and effective way.Provide generalassistance to the Practice team and project a positive and friendly image topatients and other visitors, either in person or via the telephone.
About us Overview of your organisationWe are a mediumsized practice with around 8,150 patients to look after across a wide area.
Weare very fortunate to have a full complement of doctors and nurses, unlike somepractices and a great admin team who all work very hard to provide the best possibleservice.
Job description Job responsibilities Job Summary:Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.Provide general assistance to the Practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.Job Responsibilities:Reception Provide an effective and efficient reception service Process appointment requests from patients by telephone and in person as per practice protocol Process visit/telephone advice requests Arrange and record hospital transport requests Registrations of new patients computer data entry and medical records.
Process patients change of address computer data and medical records and have knowledge of practice area Process repeat prescription request in accordance with practice guidelines Record and deliver appropriate messages as necessary and as directed Inform and support patients to make choices with regards to their health care Refer and direct patients to appropriate services available To chaperone doctors/clinical staff when required Be able to cover all reception duties as necessary Keep reception areas tidy at all timesAdministration To have a thorough knowledge of all Practice procedures To work in accordance of written protocols Pulling/filing medical records and update as necessary Filing correspondence received in medical records Photocopy as requested Check, sort and file new patient paper medical records Process recall letters and associated paper / computer workTelephone Have working knowledge of telephone system, during and after hours Ensure practice mobile is charged regularlyInformation Technology Make use of information technology systems available within the practice Follow systems for data security and protection Identify and report potential problems and deficiencies of the computer systemOther Tasks Ensure building security have thorough knowledge of doors/windows/alarm Make refreshments for doctors and colleagues on a rota Undertake such other duties, agreed through consultation, as are commensurate with the grade and job title of the post required from time to time by managementConfidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.
In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers.
They may also have access to information relating to the practice as a business organisation.
All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or 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.Health & Safety: The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identifiedEquality and Diversity:The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner, which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights Personal/Professional Development:The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include: Participation 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 Quality:The post-holder will strive to maintain quality within the practice, and will: 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 agencies to meet patients needs Effectively manage own time, workload and resources Communication:The post-holder should recognise the importance of effective communication within the team and will strive to: Communicate effectively with other team members Communicate effectively with patients and carers Recognise peoples needs for alternative methods of communication and respond accordingly Contribution to the Implementation of Services:The post-holder will: Apply practice policies, standards and guidance Discuss with other members of the team how the policies, standards and guidelines will affect own work Participate in audit where appropriate Any other duties requested by Partners/Practice Manager to enable smooth running of the surgery.This job description may need to be reviewed as the practice develops.Accountable to: Operations Manager Person Specification Qualifications Essential Good Standard of General Eduction GCSE English & Maths (or equivelant) Experience Essential Experience of Office Working Experience of Microsoft Office Software Experience Working with the Public Experience of Reception or Customer Facing Services Desirable Medical Terminology Knowledge or Experience of Working within General Practice or Secondary Care