Patient Advisor - phone hub

Job responsibilities

Key Responsibilities:

To be responsible for your own continuing self-development, undertaking training as appropriate.

To undertake other duties appropriate to the grading of the post as required.

Must be able to work flexible hours.

Patient/ Customer Care:

To meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner

Offer general assistance to the practice team and project a professional, positive, and friendly image to patients and other visitors, either in person or via the telephone.

Facilitate effective communication between patients, members the primary health care team, secondary care, and other associated healthcare agencies.

Liaise with district nurses, midwives, and other professionals within the community teams, on behalf of patients

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice

Ensure that excellent customer care is being delivered at all times

Play an active role in the co-ordination, and review of patient surveys

Offer solutions and actively listen to patients to resolve issues.

Deal with complex and sensitive issues

Receive specimens for laboratory analysis from patients and advise patients of their test results on request

Arrange patient transport as directed

Operations:

Process telephone requests for appointments, visits, and telephone consultations

Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, including sign posting patients to the most appropriate appointments using in-house triage guidance.

Deal with all general enquiries, explain procedures and make new and follow-up appointments.

Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.

Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record.

Monitor flow of patients into consulting and treatment rooms

Maintain and monitor the practice appointments system, adding clinics and amending slots as directed

Collate patient data as directed

Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same.

Prescriptions:

Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request

Dealing with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists

Identifying and suggesting ways of how to improve the repeat prescription

process.

Pathology: Follow up patients with abnormal test results, as instructed by the GP.

Patient Registrations:

Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.

Ensure that all registrations including New, immediately necessary, and temporary residents are registered onto the computer system promptly and accurately.

Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to

Facilities:

Provide support for the Dermatology Camera located at individual sites

Replenish GP supplies and equipment in their consultation room according to shift rota.

Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter.

Keeping the reception well-stocked with stationery and other supplies

Ordering: this may be stationery and office supplies, consumables or medical/clinical supplies ordered under the supervision of one of the Nursing staff

Transfer telephones to and from the out of hours service as necessary

To maintain a thorough knowledge of all Practice procedures and work in accordance of written protocols

Ensure building security- have a thorough knowledge of doors/ windows/ alarm.

Other Tasks:

Undertake a variety of SystmOne tasks to assist in the smooth running of the practice, contacting patients as requested by managers and clinical staff when required. Responding to system wide alerts.

To maintain a thorough knowledge of all Practice procedures and work in accordance of written protocols

Contributing to the development and improvement of services to patients

To assist your colleagues in learning new procedures and offering support across the team when required.

To act as a mentor and/or buddy for new team members and apprentices within the team. Assisting the Reception Manager with induction and training.

Health and Safety:

Ensure all members of staff comply with the Groups health and safety policy

Carry out risk assessments to comply with current Health and Safety legislation

Ensure any health and safety concerns are reported to the Operations Manager

To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection).

Equality and Diversity:

The post-holder will support the equality, diversity and rights of patients, carers, and colleagues

Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues

Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities, and rights

The details contained in this job description are not exhaustive and may change as the post develops.

Governance:

Identify and record risks and issues, developing contingency plans with service and contract leads

Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice

Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement

Confidentiality:

To maintain confidentiality of information acquired in the course of undertaking duties for the practice.

Experience

Essential

• Experience of working with the general public
• Good Keyboard skills
• Experience of working in a busy environment
• Understanding of different patients and carer groups and needs
• Awareness of the importance of safeguarding and procedures
• Be aware of confidentiality and data protection when handling sensitive information
• Experience of high-volume telephone calls and managing workload
• Developing productive and effective relationships with all members of the healthcare team

Desirable

• Experience of working in receptionist role within a General Practice environment
• Patient/customer service-related training/ previous role
• Up-to date knowledge of services and health resources in the local area
• Knowledge of the Data Protection Act and how this is applied in practice

Qualifications

Essential

• Good standard of general education or experience in similar role will be considered

Desirable

• NVQII in Customer Care

The Groups Values

Essential

• The candidate must demonstrate an understanding of our values.

Skills

Essential

• Effective communication and interpersonal skills (Tasks and Oral)
• Good level of computer literacy
• Clear, polite telephone manner
• Strong Customer service skills
• Ability to deal with sensitive issues often within hostile or emotional situations
• Time Management and the ability to work to deadlines
• Ability to use own initiative and work under minimum supervision
• Confidence and ability to follow practice protocol in an emergency situation
• Able to work well as part of a team
• Flexible approach to work
• Evidence of problem solving and improving processes
• Sensitive to the needs of service users, their families, and carers
• Recognise own development needs and identify how these may be met
• Confidence in ability to understand practice policy and protocols

Desirable

• Demonstrable experience of using SystmOne; ability to maintain the appointments system and make changes when appropriate.