Patient Services Advisor

Job summary

The purpose of the role is to:

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

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

Undertake a variety of administrative duties to assist in the smooth running of the practice, including the provision of administrative support to clinical staff and other members of the practice team.

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

Main duties of the job

• Ensuring an effective and efficient reception service is provided to patients and any other visitors to all of the Wallingbrook Health Group locations.
• Acknowledge all visitors on arrival.
• Receive and make telephone calls as required. Phone calls must be answered promptly, ensuring accurate messages are taken, in a calm and helpful manner.
• Processing eConsult submissions, triage questionnaires and visits as required, ensuring patients are directed to the appropriate healthcare professionals.
• Ensure all daily duties are followed and completed
• Using your own judgement and communication skills ensure patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
• Patient communication must be recorded using the task system on practice SystmOne.
• Assess patient issues, deciding when to escalate to the next level of management and determining the best path forward.
• Be aware of the clinicians currently working in the building, observe clinics running late and advise patients who are waiting and apologise.
  • Opening incoming post and scanning onto clinical system.
  • Communicating test results to patients.

About us

Wallingbrook is situated in the town of Chulmleigh in purpose built premises. The Practice also has a branch surgery which is open every day in the village of Winkleigh. The practice serves a population of approximately 7450 patients in a rural area covering approximately 100 square miles. The practice holds a Personal Medical Services (PMS) contract providing primary care and dispensing services to its population.

We are a close knit team in a rural area led by a partnership of GPs and a Managing Partner. We are proud of our Practice and share a sense of vocation, working to the best of our ability to improve the health of the community and giving priority to those with the greatest clinical needs.

We are all committed to maintaining up-to-date knowledge and skills and working within the boundaries of our competence. We aim to provide evidence-based care and work collaboratively with colleagues within our team, our attached community team and secondary care providers.

Wallingbrook Health Group is part of the Mid Devon Health Primary Care Network, a group of 4 local GP practices.

The practice website address is www.wallingbrook.co.uk