Patient Services Advisor

Job description

Job responsibilities

Patient Service Advisors are responsible for welcoming patients, call handling and booking appointments, providing general administrative assistance to the practice team, and directing patients to the most appropriate service or healthcare professional in a friendly, positive and compassionate way.

Responsibilities:

Answer and navigate incoming calls to ensure call wait times are kept to a minimum.

Welcome patients appropriately in person and respond to all queries and requests for assistance, with kindness.

Deal with internal and external enquiries, such as taking and passing on accurate messages from patients, PCN, secondary care or other associated healthcare agencies.

Process and redirect tasks from practice emails.

Take payment for private services.

Book appointments in line with written protocols, appointment and other clinical IT systems, recognise and understand life threatening situations and react accordingly.

Ensure patients with no appointments but who need urgent consultation are seen in a logical and non-disruptive manner and booked into respective clinics dependant on their symptoms. (If pre-bookable appointments).

Signpost patients to other external agencies and referral to social prescribers (pharmacies, walk in service, mental health, social prescriber)

Explain practice arrangements to new patients and those seeking temporary cover and ensure documentation completed, checked, and progressed to workflow.

Keep the reception area, notice boards and leaflet dispensers tidy and free from obstructions and clutter.

Add requests for home visits onto the system ensuring careful recording of all details.

Carry out EMIS, and other administrative tasks such as word processing, filing, photocopying and scanning.

Champion training of new starters to the team.

Person Specification

Experience

Essential

• Experience of a front-facing customer role
• Experience of administration tasks

Desirable

• NHS/Primary care general practice experience
• Experience in busy call handling environment
• Experience using healthcare systems, such as EMIS and Docman

Qualifications

Essential

• GCSE Grades 4-9 or equivalent in Maths and English

Desirable

• NVQ or equivalent in customer care

Skills & Other Requirements

Essential

• Excellent communication skills
• Confident with multiple forms of technology
• High attention to detail and accuracy
• Ability to maintain confidentiality
• Ability to prioritise and work to tight deadlines in a fast-paced environment
• Customer care skills
• Ability to listen and ask questions
• Flexibility to work outside core office hours
• DBS check

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

Berrycroft Community Health Centre

Address

Berrycroft Community Health Centre

2 Nimrod Street

Aylesbury

Buckinghamshire

HP18 1BB

Employer's website

https://www.berryfieldsmedicalcentre.co.uk/ (Opens in a new tab)