Patient Services Advisor (Reception / Administrator)

Southernhay House Surgery

This job is now closed

Job summary

We are an organisation of about 25 people working in two surgeries, one in Southernhay, in the centre of Exeter, and the other in Whipton, less than two miles to the east. Our surgeries provide a range of healthcare to two communities totalling around 8000 patients. We are lucky to have a team of 6 dedicated, friendly doctors, working at the heart of our practice.

The Patient Services Advisor Team is at the heart of the practice, you will play a key role in supporting our patient population and work closely with all members of the practice including our team of nurses and other healthcare professionals. You will also liaise and build relationships with colleagues in our neighbouring surgeries and the wider community.

Main duties of the job

The purpose of this role is to be a trusted, caring and informative person to/for our patients when they require access to our services or support. In doing this youll be the main point of contact between Doctors, Patients and other medical colleagues.

You will also provide support services to all members of the Practice team across our two sites, including a range of administrative tasks relating to care, record keeping and communication.

There will be a particular focus on medication and/or typing medical letters.

You will be working in our reception and office areas - To ensure the smooth & efficient flow of work.

About us

We are a small but supportive, friendly and hardworking team who care about the people in the community we serve as well as our colleagues in the team. We know the work can be challenging, supporting people when they may need it the most, so we chip in to support and help each other and are there for one another when needed: We think this work is very rewarding, serving the community and getting to know individuals, caring and making a difference to their health and life.

Date posted

13 July 2023

Pay scheme

Other

Salary

£11 an hour

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A3272-23-0012

Job locations

Southernhay House Surgery

30 Barnfield Road

Exeter

EX1 1RX

10 Whipton Village Road

Exeter

EX4 8AR

Job description

Job responsibilities

Patient Support and Reception Services

To provide a caring, informative and professional service to patients and others with regard to appointments, queries and other information, supporting the all-round care that patients receive at our surgeries. Key tasks include:

Booking patient appointments with GPs or other Health Professionals using the practice appointments system and in accordance with practice guidelines.

Explaining practice arrangements to new patients who register with the practice both on a permanent or temporary basis.

Responding to all queries and requests for assistance from patients and other visitors.

Entering requests for home visits onto Visit screen, detailing all relevant information and inform the Duty Doctor where necessary

Advise patients of appropriate charges for Non-NHS Services, accept payment and issue receipts.

To receive incoming and initiate outgoing communications in order to facilitate timely and appropriate exchanges with others, taking messages and dealing with enquiries.

The role is a key team member in the surgery and includes providing administrative support to GPs and others when required, such as:

Accepting and actioning messages for Clinicians, using the SystmOne Task System as appropriate

Systems and Administrative Support

You will be trusted and empowered to support the surgery running by providing administrative support, such as:

Ensure accurate data is recorded on the patients computer records and that paper notes are kept in chronological order as per protocol.

Deal with incoming and outgoing patient medical records in a timely manner, contacting the relevant organisations for urgent or missing items.

The role supports with the smooth every day running of the office including:

Proactively maintaining stock levels in our consulting rooms.

By opening, distributing and dispatch mail.

Scan and process documents in accordance with practice protocols

We are a small team with a big remit, so we consider teamwork a core part of our job role. We support each other and our patients, so we ask of each other:

To recognise the importance of effective communication within the team

To communicate effectively with patients, carers and other team members

To attend practice and other meetings as required

To, as part of valuing diversity and maintaining a great team, recognise peoples needs for alternative methods of communication and respond accordingly.

To support others by maintain filing and administrative systems so that written or electronic information is easily accessible and secure.

Open and secure premises as required according to the rota.

To be responsible for your own Continuing Professional Development: to attend any role-specific, relevant training course, and to attend mandatory training as appropriate. This includes our appraisal process/review

Diversity, Inclusion and Belonging We are working to create an environment where everyone, patients, colleagues and carers feel included and a sense of belonging, regardless of their background, circumstances or identity.

Confidentiality As a healthcare role this role is entrusted with access to the most strictly confidential information on patients, carers, colleagues and the organisation. Youll be trusted and supported to work to the highest levels of confidentiality.

Health, Safety & Wellbeing As well as their own health, safety and wellbeing, The post-holder will support in promoting and maintaining health, safety, wellbeing security of the team, organisation and premises as defined in the practice Health & Safety Policy.

We live in a changing world and, so as the needs, requirements and options for patients and the wider team evolve, this role may need to change too. Well always talk to you about these changes and the reasons for them. This description is an outline of responsibilities and so not exhaustive: Unless supported by you (e.g. for professional development), well only ever ask you to do things that are consistent with the general scope of the role.

Job description

Job responsibilities

Patient Support and Reception Services