Patient Advisor (Receptionist)

Job summary

This is a senior role within the reception team and the post holder will have three or four years experience of reception and of delivering patient services. The post holder will have a thorough grasp of all administrative tasks and will work proactively to ensure that performance targets are achieved. S/he will be expected to contribute constructively to the design / redesign of systems, processes and protocols working in conjunction with the Reception Supervisor. The post holder will have significant responsibilities delegated to him / her and will be expected to deliver these tasks with the minimum of supervision but while working within the decisions made by the Team Leaders Meeting and to practice policies. The post holder will have a thorough understanding of Access issues and of the appointment system. The post holder will oversee more junior staff, will be a point of reference for junior staff in dealing with queries. S/he will ensure that patients are dealt with in a courteous, efficient and effective way and will be jointly responsible for ensuring that front-of-house exchanges to proceed smoothly.

Main duties of the job

The post holder will be expected to be confident and fully familiar with the execution of all reception tasks and at this level will be expected to proactively contribute to the day to day service delivery, will also be responsible jointly with others to ensure reception performance is as the practice requires and that performance targets are met. Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice. Deal with all general enquiries, explain procedures. Use 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. Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. o Develop and awareness of relevant community organisations for signposting of patients. Receive and make telephone calls as required. Understand the importance and priority of incoming calls both from patients and professional colleagues and answer the telephone promptly and following practice policy. Action repeat prescription requests and ensure that they are ready for collection by the patient within 48 hours. Advise patience with relevant information about the practice. o Ensure that all new patients are registered onto the computer system promptly and accurately. Ensure correspondence are filed promptly and in the correct records.

About us

The Mission Practice is a Christian general medical group practice. There are nine GPs, four nurses, two HCAs, and a wide range of support staff. We are situated in modern purpose-built premises and offer a full range of primary care services to an ethnically diverse patient population of over 12,000. The practice is also a teaching and training practice for medical students and trainee doctors. Practice Service Delivery and Job Plan The practice is required to open for extended hours from 7am to 8pm weekdays and 8.30 am to 5pm on Saturdays and the arrangement of staff hours may be varied from time to time within these maximums. At the Mission Practice we are committed to providing an excellent medical service for all our patients; walking alongside our community, patients, staff and colleagues in Bethnal Green. We recognise that we are all on a journey in life growing and developing all the time, and we understand that health is not just about lack of illness, but being well in body, mind and spirit. We seek to empower people to live life in all its fullness and we are committed to caring for the whole person; encouraging faith instead of fear and working together instead of alone. We believe that we are called by God to serve and care for our patients, and we recognise that this needs prayer and Gods strength and guidance.