Patient Advisor/Administrator

Job description

Job responsibilities

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

Administration:

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

To provide an administrative service to the Practice on patient matters and this may include general office duties such as claims, stock maintenance and ordering. This will involve use of a computer, data entry and ensuring deadlines are met.

To issue letters, as required, to patients and other relevant parties.

To work in accordance of written protocols, being aware of and accurately completely required forms.

To attend, contribute and support to practice meetings, as required.

Pulling/filing notes for surgeries and update as necessary.

Filing post as necessary.

Photocopying as requested.

Reception:

Receiving patients and consulting with members of Practice team, as necessary.

Be able to cover all reception/administration positions as necessary.

Process 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 appointments and amending slots as directed

Collate patient data as directed

Advise patients of relevant charges for private non General Medical 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.

Recording the issuing of repeat prescriptions for Controlled Drugs in accordance with the practice policy.

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:

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

Keeping the reception area well stocked with stationery, notice-boards and leaflet dispensers tidy and freefrom obstructions and clutter.

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

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

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

Other Tasks:

Any other tasks allocated by managers.

Undertake a variety of EMIS 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.

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.

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.

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.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment.

Quality:

The post-holder will strive to maintain quality within the Practice.

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive toCommunicate effectively with other team members, patients and carers.

The post-holder will also:

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

Experience

Essential

• Experience of working with the public/ in a customer contact environment
• Experience of using a telephone system
• Experience of office administrative tasks, such as filing photocopying, ordering
• Experience of working in an environment governed by procedures
• Experience of using Microsoft Office software

Desirable

• Experience of using clinical patient records software
• Experience of working in Primary Care

Knowledge and Skills

Essential

• Numeracy and accuracy
• Excellent keyboard and computer skills
• Excellent communication skills, both verbally and in writing

Flexibility

Essential

• The post holder will be required to work across both of the practices surgeries in Torpoint and Millbrook
• Clean Driving licence essential
• Flexibility of working hours and able to work at times required by rota

Qualities and Attributes

Essential

• An understanding, acceptance and adherence to the need for strict confidentiality
• Ability to use own judgement, resourcefulness and common sense
• Ability to work without direct supervision and determine own work priorities
• Ability to work as part of a multi-skilled team
• Pleasant and articulate
• Ability to work under pressure
• Ability to work in a changing environment
• Ability to use common sense

Qualifications

Essential

• GCE/GCSE English and mathematics at grade A-C or equivalent

Employer details

Employer name

The Rame Group Practice

Address

Penntorr Health

Trevol Road

Torpoint

Cornwall

PL11 2TB

Employer's website

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