Patient Advisor - Front of House

Job responsibilities

Full job description attached.

Patient/ Customer Care:

. To meet and greet patients, members of the public and visitors to the practice in a friendly andcourteous 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, onbehalf 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 themost 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 priorappointment 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 accuratenotes 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 asdirected

. Collate patient data as directed

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

Prescriptions:

. Receive requests for repeat prescriptions from patients, pharmacy and care home staff, andprocess 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 frompatients and local pharmacists

. Identifying and suggesting ways of how to improve the repeat prescriptionprocess.

. 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 seekingtemporary cover and ensure procedures are completed.

. Ensure that all registrations including New, immediately necessary, and temporary residents areregistered 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 suppliesordered 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.

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 tosystem wide alerts.

. To maintain a thorough knowledge of all Practice procedures and work in accordance of writtenprotocols

. 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.

Qualifications

Essential

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

Desirable

• NVQII in Customer Care

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

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.

The Group Values

Essential

• The candidate must demonstrate an understanding of our values.