Patient Care Advisor (18.5 hours per week)

Job description

Job responsibilities

Administration

• To have a thorough knowledge of all practice procedures.
• To work in accordance of written protocols detailed in the Staff Handbook.
• Photocopy as requested.
• To maintain the medical files in a tidy and orderly manner.
• To date stamp and sort in-coming mail in an appropriate manner.
• To photocopy patients records for insurance requests as required.
• To record all petty cash transactions in a cashbook as required.

• Receiving patients consulting with members of practice team.
• Be able to cover all reception position as necessary.
• To respond to all queries and requests for assistance from patients, visitors and other members of staff as required.

• Process appointment requests for today and / or future appointments from patients by telephone, online and in person.
• Deal with visits requests.

• Process patients change of address computer data and medical records (have knowledge of practice area.
• To process all requests for non-NHS work (e.g., medicals / claim forms / insurance reports) as per Practice protocols ensuring appropriate informed consent is received.
• To register patients in an appropriate manner completing all the necessary documentation
• To enter and extract details from the computer system as required.

• Have working knowledge of telephone/on call system during and after hours.

• To complete any designated areas of personal responsibilities when working as part of the reception team.
• Ensure building security have thorough knowledge of doors/windows/alarm. Unlock and secure surgery premises within agreed protocols and ensure building is left alarmed if last on the premises.
• Any other duties and tasks considered appropriate to the position, as requested by the Manager.
• To make refreshments for self and others, as required and wash pots as required.
• Keep the Reception and waiting areas safe and tidy and report any bodily spillages to the appropriate person.

Confidentiality:

• 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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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
• Actively reporting of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holders role.
• Undertaking periodic infection control training (minimum annually).
• Reporting potential risks identified.

Equality 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 recognize the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognize 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.

Person Specification

Qualifications

Essential

• Good standard of education

Desirable

• NVQ in associated field

Experience

Desirable

• Experience of a Receptionist role within a Primary Care Setting.
• Experience of basic clerical duties and office procedures

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

Welton Family Health Centre

Address

4 Cliff Road

Welton

Lincoln

LN2 3JH

Employer's website

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