Job summary
Patient Services Advisor
Part Time position
Salary Competitive
We
are looking for an experienced Patient Services Advisor to join our friendly
reception team at Thornhills Medical Practice.
We
have a variety of hours, shifts and days available. Each shift consists of 5
hours per shift, Monday to Friday from
either 8:00am to 1:00pm or 1:00pm to 6:00pm or 1.30pm to 6:30pm. This may
include some double shifts on some days. You
will also be required to cover on some occasions evenings and weekends to
assist with enhanced access and other clinics.
Main duties of the job
The successful
post holder will be responsible for undertaking a wide range of reception and
administrative duties. Duties can include but are not limited to, greeting and
guiding patients in the best use of resource within the practice and in the
wider NHS, enabling them to access the most effective help for their presenting
need, booking appointments, processing of information,
acting as the central point of contact for patients, the distribution of
information, messages and enquiries for the clinical team, liaising with
multidisciplinary team members and external agencies such as secondary care and
community service providers. Training will be provided
however as a minimum, customer service experience and excellent communication
(oral and written) are essential.
Experience of working in a GP surgery is desirable. You must work as
part of a team, have the ability to adapt and embrace positively to change and
observe strict rules about confidentiality at all times.
About us
Thornhills
is a highly regarded, supportive and forward thinking GP training practice with a
happy, reliable workforce providing care to approx. 14,800 patients. There is a strong emphasis on high quality
patient care, education and personal development.
Job description
Job responsibilities
- Ensure that patients and visitors enquiries
are handled courteously, efficiently and confidentially
- Answer incoming calls in a friendly, polite and
professional manner. Consider the request, taking appropriate action or
redirecting to other personnel as appropriate.
- Take telephone messages, appointments details and
home visit requests accurately and efficiently and enter details on to computer
system as appropriate
- Signpost patients
to the most appropriate service, seeking advice if this is not clear.
- Assist patients with completion of their digital
triage requests.
- Action Digital
Triage requests as per the triaging clinician.
- Alert doctors to urgent concerns or outstanding
telephone calls or visits, as appropriate
- Relay test results to patients
- Ensure that outstanding matters and information
are handed over to colleagues at shift change
- Check prescription requests and ensure they are
directed to the requested collection point
- Print off repeat prescriptions from computer as
necessary
- Handle patients positive and negative feedback
initially, seeking advice from or referring to Patient Services Supervisor or
Assistant Practice Manager as appropriate
- Check own nhs.net email account frequently during
shift and ensure that all messages are responded to and actioned promptly and as
appropriate
- Check practice generic and reception nhs.net email
accounts frequently during shift and ensure that all messages are responded to
and actioned promptly and as appropriate
- Send, receive and record facsimile messages
- Be conversant and deal with procedure for new
patients wishing to register with the practice
- Be conversant with online Patient Services and
Care Navigation and record outcomes as appropriate
- Be responsible for security of the building if
last person leaving
- Be conversant with Panic Alarm system and act
upon this if necessary
- Attend and participate in team, staff meetings
and other meetings as required
- Be fully conversant with patient services
procedures and developments
- Ensure that filing, record keeping and
distribution of documents and mail are undertaken efficiently and promptly.
- Assist with sending out of patient recall
letters and other similar correspondence
- Ensure that patient services area, waiting room,
consulting rooms, meeting rooms and outside areas in the immediate vicinity of
the practice are clean and tidy, and that there is an adequate supply of
stationery and other routine items available.
- Ensure that noticeboards are kept up to date and
that appropriate literature is displayed.
- Arrange refreshments for doctors meetings and ensure
that adequate supplies are available.
- Ensure that kitchen areas are kept clean and
tidy.
- Arrange for photocopier and other equipment
repairs to be carried out as soon as possible
- Contribute to a safe working environment
- Assist with mentoring/training new staff, as
directed by Patient Services Supervisor or Assistant Practice Manager
- Any other ad hoc duties as required
Job description
Job responsibilities
- Ensure that patients and visitors enquiries
are handled courteously, efficiently and confidentially
- Answer incoming calls in a friendly, polite and
professional manner. Consider the request, taking appropriate action or
redirecting to other personnel as appropriate.
- Take telephone messages, appointments details and
home visit requests accurately and efficiently and enter details on to computer
system as appropriate
- Signpost patients
to the most appropriate service, seeking advice if this is not clear.
- Assist patients with completion of their digital
triage requests.
- Action Digital
Triage requests as per the triaging clinician.
- Alert doctors to urgent concerns or outstanding
telephone calls or visits, as appropriate
- Relay test results to patients
- Ensure that outstanding matters and information
are handed over to colleagues at shift change
- Check prescription requests and ensure they are
directed to the requested collection point
- Print off repeat prescriptions from computer as
necessary
- Handle patients positive and negative feedback
initially, seeking advice from or referring to Patient Services Supervisor or
Assistant Practice Manager as appropriate
- Check own nhs.net email account frequently during
shift and ensure that all messages are responded to and actioned promptly and as
appropriate
- Check practice generic and reception nhs.net email
accounts frequently during shift and ensure that all messages are responded to
and actioned promptly and as appropriate
- Send, receive and record facsimile messages
- Be conversant and deal with procedure for new
patients wishing to register with the practice
- Be conversant with online Patient Services and
Care Navigation and record outcomes as appropriate
- Be responsible for security of the building if
last person leaving
- Be conversant with Panic Alarm system and act
upon this if necessary
- Attend and participate in team, staff meetings
and other meetings as required
- Be fully conversant with patient services
procedures and developments
- Ensure that filing, record keeping and
distribution of documents and mail are undertaken efficiently and promptly.
- Assist with sending out of patient recall
letters and other similar correspondence
- Ensure that patient services area, waiting room,
consulting rooms, meeting rooms and outside areas in the immediate vicinity of
the practice are clean and tidy, and that there is an adequate supply of
stationery and other routine items available.
- Ensure that noticeboards are kept up to date and
that appropriate literature is displayed.
- Arrange refreshments for doctors meetings and ensure
that adequate supplies are available.
- Ensure that kitchen areas are kept clean and
tidy.
- Arrange for photocopier and other equipment
repairs to be carried out as soon as possible
- Contribute to a safe working environment
- Assist with mentoring/training new staff, as
directed by Patient Services Supervisor or Assistant Practice Manager
- Any other ad hoc duties as required
Person Specification
Skills and Personal Qualities
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning & organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
- Personal Qualities
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Desirable
- EMIS / Systmone user skills
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a health care setting
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- AMSPAR Receptionists Qualification
- NVQ Level 2 in Health and Social Care
Person Specification
Skills and Personal Qualities
Essential
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning & organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving & analytical skills
- Ability to follow policy and procedure
- Personal Qualities
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Desirable
- EMIS / Systmone user skills
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a health care setting
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (C or above)
- AMSPAR Receptionists Qualification
- NVQ Level 2 in Health and Social Care
