Reception Patient Advisor

Job summary The successful candidate will have a desire to provide a high standard of customer service, be able to adapt to a fast pace of change and be flexible in their working hours.We are a supportive and forward thinking Practice, valuing the contribution employees make to achieve a safe, effective and responsive service.
We are looking for an enthusiastic team player who is likely to have some knowledge of the medical environment, will be computer literate, well organised and capable of paying attention to detail.The standard hours of the post are hours a week working either -1pm or 1pm - Monday to Friday however flexibility is required to cover for colleagues absences.
Main duties of the job The successful candidate will:offergeneral assistance to the practice team and project a positive and friendlyimage to patients and other visitors, either in person or via the telephonereceive,assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective wayundertakea variety of administrative duties to assist in the smooth running of thepracticeusing IT technologiesfacilitateeffective communication between patients, members the primary health care team,secondary care and other associated healthcare agencies About us The Waterloo Practice is located in the HD5 area of Huddersfield.
We have six approachable and supportive GP partners who with an Advanced Clinical Practitioner, a full team of Practice Nurses and Healthcare Assistants and management, reception and admin team who deliver first class care for approximately 9,700 patients locally.We are able to offer pleasant purpose built working premises, friendly and supportive team colleagues, opportunities to develop skills and an NHS pension.
Job description Job responsibilities Theduties and responsibilities to be undertaken by members of the practiceadministration team may include any or all of the items in the followinglist.
Duties may be varied from time totime under the direction of the Assistant Practice Manager or Practice Manager,dependent on current and evolving practice workload and staffing levels:Opening up/locking-up of practice premises and maintaining security in accordance with practice protocolsMaintaining and monitoring the practice appointments systemProcessing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are care navigated to the appropriate healthcare professionalMonitoring patient flow and taking action where there is congestion, non-attendees and cancellationsHelping patients who may be in an emotional state by providing information and reassurance as necessary, elevating issues to clinicians in accordance with protocolsProcessing and distributing incoming (and outgoing) mailTaking messages and passing on informationHandling petty cash and monies associated with payment of fees by patientsFiling and retrieving paperworkProcessing repeat prescriptions in accordance with practice guidelinesComputer data entry/data allocation and collation; processing and recording information in accordance with practice proceduresInitiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providersClearing and re-stocking consulting rooms as requiredPreparing consulting rooms for consultationsChaperoningProviding clerical assistance to practice and Trust staff as required from time to time, including word/data processing, filing, photocopying and scanningOrdering, re-ordering and monitoring of stationery and other suppliesReceiving samples for investigationDealing with clinical waste, including attending to accidental spillageProvision of refreshments for staff and visitors as required; loading and emptying the dishwasher and keeping the kitchen area clean and tidyKeeping the reception area and waiting room tidy and free from obstructions with notice-boards and leaflet dispensers up to dateContributing and making suggestions for improving service provisionWorking to standard operating procedures at all timesWorking flexibly to provide cover for colleagues when neededConfidentiality: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 appropriatelyIn 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 confidentialInformation 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 willassist in promoting and maintaining their own and others health, safety andsecurity as defined in the practice Health & Safety Policy, to include:Using personal security systems within the workplace according to practice guidelinesIdentifying the risks involved in work activities and undertaking such activities in a way that manages those risksMaking effective use of training to update knowledge and skillsUsing appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazardsReporting potential risks identified.Equality and Diversity:Thepost-holder will support the equality, diversity and rights of patients, carersand 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 legislationRespecting the privacy, dignity, needs and beliefs of patients, carers and colleaguesBehaving 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:Thepost-holder will participate in any training programme implemented by thepractice 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 developmentTaking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.Quality:Thepost-holder will strive to maintain quality within the practice, and will:Alert other team members to issues of quality and riskAssess own performance and take accountability for own actions, either directly or under supervisionContribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performanceWork effectively with individuals in other agencies to meet patients needsEffectively manage own time, workload and resources.Communication:Thepost-holder should recognize the importance of effective communication withinthe team and will strive to:Communicate effectively with other team membersCommunicate effectively with patients and carersRecognize peoples needs for alternative methods of communication and respond accordingly.Contribution to the Implementation ofServices:Thepost-holder will:Apply practice policies, standards and guidanceDiscuss with other members of the team how the policies, standards and guidelines will affect own workParticipate in audit where appropriate.
Person Specification Qualifications Essential 5 GCSE's - Grade A to C to include English and Maths or equivalent.
Experience Essential Good written & verbal communication skills Keyboard and computer skills Ability to use own judgement, initiative and common sense An understanding, acceptance and adherence to the need for strict confidentiality Reliable Caring Honest Ability to work under pressure Ability to work in a changing environment/ Adaptable Able to start work at or finish at Able to work weekends if called on to do so Flexibility in working hours Desirable Experience using SystmOne Previous experience of working in a Reception environment Previous experience of working in a Primary Care Role Previous experience of working with the Public Communication Skills - previous experience of dealing with the public by telephone and Face to Face Previous experience of coding of medical records