Patient Services Advisor/Receptionist

Job description

Job responsibilities

MAIN DUTIES AND RESPONSIBILITIES:

To work as part of the Patient Services Team/Reception, providing a professional and effective service to our patients and clinical teams. This includes, but is not limited to:

To guide patients in the best use of resource within the practice and in the wider NHS, enabling them to access the most effective help for their presenting need.

To be responsible for undertaking a wide range of patient service and administrative duties which link in and support the multidisciplinary team.

To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

To be familiar with and abide by the principles and core values that underpins the NHS. https://www.gov.uk/government/publications/the-nhs-constitution-for-england/the-nhs-constitution-for-england

Dealing with enquiries from patients in person, on the telephone, or using the Practices online portal.

Answering the telephone in a polite and courteous manner and assisting the patient in line with practice protocols.

Greeting patients politely and logging their arrival, ensuring that they are kept informed of any delays.

Working within the practice online system to process queries by assigning to the appropriate staff member, or by resolving them if appropriate.

Processing requests for repeat medication in line with procedures.

Booking nursing appointments, as appropriate and as requested by the patient or by the clinical teams.

Assisting with requests from potential new patients, advising on how to register, and processing that registration as appropriate.

Opening practice mail (email, electronic and paper), and distributing/ scanning in line with current procedures.

Dealing with minor complaints in a courteous and compassionate manner, escalating to the Patient Services Team Manager if necessary.

Advise patients of relevant charges for non-NHS Services, accept payment, issue a receipt and log in petty cash book and on EMIS consultation screen.

Maintaining high standard of tidiness in practice office areas and in the waiting rooms.

Understanding the need for strict confidentiality at all times.

Opening and locking up of the surgery.

Keeping up-to-date with mandatory and additional training and background reading through Bluestream, QCS and other websites, to which you will be directed.

To participate in other training and development opportunities, including regular Team meetings and an annual appraisal.

The post-holder may be required to work flexibly at either Witley Surgery, Milford Crossroads Surgery or a future location of the practice

Any other duties as directed by the Practice Management or Patient Services Team Manager.

Technology

To work efficiently in all necessary areas of the computer systems.

To record relevant data, applying relevant coding as required.

To know how to use EPS and access the prescription tracker

Person Specification

Qualifications

Essential

• Good general standard of education

Desirable

• Relevant NVQ or equivalent qualification

Experience

Essential

• Practical experience of working with others
• Experience of working on own initiative
• Experience of customer service
• An understanding of patient confidentiality

Desirable

• Experience of working successfully in a General Practice environment
• Experience and competence working with a GP clinical system

Skills and Abilities

Essential

• High standard of IT skills
• Well developed communication skills, both written and verbal
• Ability to communicate effectively with the full range of the practice population, including those who are vulnerable, have mental health issues and are challenging to speak to
• Ability to work effectively as part of the practice team
• Organised and methodical approach to ensure timely task completion

Desirable

• Ability to use own initiative within organisational policies

Other

Essential

• Ability to work core hours
• Flexibility for cover
• Flexibility of role
• Enthusiasm and positive attitude

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Witley & Milford Medical Partnership

Address

Witley Surgery

Wheeler Lane

Witley

Surrey

GU8 5QR

Employer's website

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