Job summary
Looking for a new challenge? Join our team at The Swan Practice as a Patient Services Advisor.
Are you passionate about providing excellent care and support? Do you thrive in a dynamic, patient-centred environment? If so, we'd love for you to be part of our Patient Services team.
We are seeking an individual with excellent communication and listening skills who can demonstrate dignity, respect, and empathy in every interaction. It's essential that you are confident in using IT systems to efficiently complete requests and provide the best possible service.
Our surgery operates from 7am to 8pm, Monday to Friday, ensuring that our Patient Services Advisor team is always available to support our patients during these hours.
Main duties of the job
As a Patient Services Advisor, you will be the welcoming face of our practice and often the first point of contact for patients. The duties are varied, and no two days are ever the same! You'll cover a range of roles within the team, from front desk receptionist to administrator and care navigator. In this role you will have the opportunity to:
- Actively listen to patients and guide them to the right resources, support, and advocacy services.
- Help patients take an active role in managing their health through our care navigation process.
- Use technology to enhance the quality of care we provide.
About us
The Swan Practice is a large, well-established healthcare provider serving Buckingham and the surrounding villages. With three clinical sites and an administration hub, we are dedicated to delivering high-quality care to over 30,000 patients, and our patient base continues to grow. As a forward-thinking practice, we are committed to creating opportunities for staff to progress and develop their careers, fostering a supportive and dynamic working environment.
Job description
Job responsibilities
Job Summary
The role involves providing general support to the practice team while maintaining a positive and friendly image for patients and visitors, whether in person or over the phone. Key responsibilities include assisting and directing patients to the appropriate services or healthcare professionals in a courteous and efficient manner. The position also involves handling various administrative tasks to ensure the smooth operation of the practice and facilitating effective communication between patients, healthcare team members, secondary care providers, and other related healthcare agencies.
Job Responsibilities
The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Patient Service Manager /Team Lead & Supervisors, dependent on current and evolving practice workload and staffing levels:
Care Navigation
- Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
- Navigate patients requests using Klinik Health Systems to ensure all requests are dealt with correctly and in accordance with the patients medical needs.
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Process appointment requests from patients by telephone and in person.
- Deal with visits/requests
Administration
- Be familiar with all practice protocols and polices
- Deal with enquiries from patients, arrange appointments and explain practice procedures.
- Direct patients to consulting rooms when necessary and assist patient who require help
- Deal with incoming telephone calls, act accordingly, or take accurate messages and pass on to the relevant personnel
- Enter data into patients electronic NHS Care Record
- Action daily tasks posted on the practice clinical system
- Register new patients on the practice clinical system
- Close records of deceased patients.
- To generate Emis patient online access
- To book voluntary transport
- To book patient hospital transport
- To book emergency ambulance when asked to do so by a clinician
- To be familiar with practice appointment books and systems
- To be familiar with the practice intranet
- To read and respond when necessary to NHS email
- To check any incoming correspondence and action in a timely manner
- To ensure that the waiting areas are kept in a presentable for patients during surgery hours
- To activate booking in kiosks
- To ensure that clinical calling in screen monitors are operating
- Additional administration duties on behalf of the practitioners, Management, Patient Services Line Manager and Team Lead.
- To have an overview of the surgery website
Premises
- To open and lock the premises and know the correct procedures for securing the premises
- Know how to contact the alarm companies
- Ensure consulting rooms are cleared after each surgery and prepared for the next surgery
- Ensure reception waiting area is kept tidy and safe for patients
- Place the clinician name plate on the door
- To report any necessary Health and Safety issue
- Keeping the reception area, tidy and free from obstructions and clutter
Training
- Undertake training as directed by the Patient Service Manager and Team Lead
- Attend primary healthcare team meetings, reception team meetings, and protected time for learning sessions. (PTL)
- To ensure E-Learning and training is up to date
General responsibilities for all staff
The post holder is expected to;
- Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies.
- Attend mandatory training as identified by the practice
- Highlight potential development areas.
Job description
Job responsibilities
Job Summary
The role involves providing general support to the practice team while maintaining a positive and friendly image for patients and visitors, whether in person or over the phone. Key responsibilities include assisting and directing patients to the appropriate services or healthcare professionals in a courteous and efficient manner. The position also involves handling various administrative tasks to ensure the smooth operation of the practice and facilitating effective communication between patients, healthcare team members, secondary care providers, and other related healthcare agencies.
Job Responsibilities
The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Patient Service Manager /Team Lead & Supervisors, dependent on current and evolving practice workload and staffing levels:
Care Navigation
- Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
- Navigate patients requests using Klinik Health Systems to ensure all requests are dealt with correctly and in accordance with the patients medical needs.
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Process appointment requests from patients by telephone and in person.
- Deal with visits/requests
Administration
- Be familiar with all practice protocols and polices
- Deal with enquiries from patients, arrange appointments and explain practice procedures.
- Direct patients to consulting rooms when necessary and assist patient who require help
- Deal with incoming telephone calls, act accordingly, or take accurate messages and pass on to the relevant personnel
- Enter data into patients electronic NHS Care Record
- Action daily tasks posted on the practice clinical system
- Register new patients on the practice clinical system
- Close records of deceased patients.
- To generate Emis patient online access
- To book voluntary transport
- To book patient hospital transport
- To book emergency ambulance when asked to do so by a clinician
- To be familiar with practice appointment books and systems
- To be familiar with the practice intranet
- To read and respond when necessary to NHS email
- To check any incoming correspondence and action in a timely manner
- To ensure that the waiting areas are kept in a presentable for patients during surgery hours
- To activate booking in kiosks
- To ensure that clinical calling in screen monitors are operating
- Additional administration duties on behalf of the practitioners, Management, Patient Services Line Manager and Team Lead.
- To have an overview of the surgery website
Premises
- To open and lock the premises and know the correct procedures for securing the premises
- Know how to contact the alarm companies
- Ensure consulting rooms are cleared after each surgery and prepared for the next surgery
- Ensure reception waiting area is kept tidy and safe for patients
- Place the clinician name plate on the door
- To report any necessary Health and Safety issue
- Keeping the reception area, tidy and free from obstructions and clutter
Training
- Undertake training as directed by the Patient Service Manager and Team Lead
- Attend primary healthcare team meetings, reception team meetings, and protected time for learning sessions. (PTL)
- To ensure E-Learning and training is up to date
General responsibilities for all staff
The post holder is expected to;
- Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies.
- Attend mandatory training as identified by the practice
- Highlight potential development areas.
Person Specification
Skills and Knowledge
Essential
- Excellent communication skills (written and verbal)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Excellent understanding of confidentiality
Desirable
Other qualities
Essential
- Polite and confident
- Flexible and co-operative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Ability to travel between sites
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a healthcare setting
- Familiarity with primary care guidelines and regulations
Qualifications
Essential
- 5 passes or more at GCSE level (including English and Maths) or equivalent
Person Specification
Skills and Knowledge
Essential
- Excellent communication skills (written and verbal)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning and organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
- Excellent understanding of confidentiality
Desirable
Other qualities
Essential
- Polite and confident
- Flexible and co-operative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- Flexibility to work outside of core office hours
- Ability to travel between sites
Experience
Essential
- Experience of working with the general public
- Experience of administrative duties
Desirable
- Experience of working in a healthcare setting
- Familiarity with primary care guidelines and regulations
Qualifications
Essential
- 5 passes or more at GCSE level (including English and Maths) or equivalent
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.
