Job responsibilities
Would you like to be part of a Practice that value,
recognise and celebrate staff members? Who work as a team to provide a
high-level service? If yes, Oak Tree Health Centre is the place for you. What
perks are we offering in return?
·
28 days’ annual leave per year plus 8 public
holidays *based on a full time 37.5h per week.
·
Access to the NHS pension scheme
·
Health and wellbeing support
·
Flexible working
·
We offer plenty of tea, coffee, biscuits and
healthy snacks to keep you going throughout the day.
Job
overview
·
Ensure an effective and efficient reception
service is provided to patients and visitors to the Practice
·
Advise patients on all general enquiries,
explain procedures etc to assist patients in accessing practice services
effectively
·
Process appointment requests from patients by
telephone and in person, care navigating patients to the most appropriate
service (internally or externally)
JOB TITLE:
Patient Advisor
REPORTS
TO: Practice Service Manager
The purpose of the role is to:
The role entails dealing with patient
enquiries face-to-face and by telephone in a very busy GP Practice. This is a
demanding and challenging position in a constantly changing health
environment.
We are ideally looking for someone to
work a mixture of morning and afternoon shifts.
Flexibility to cover additional hours during busy periods or when
colleagues are on leave is essential.
Shifts will be between 7.00 am and 20.00 pm Monday to Saturday.
The ideal candidate will need to have
excellent customer care skills and the ability to work accurately under
pressure with attention to detail. To have excellent communication skills is
also essential in this role. You would need to be organised, well presented,
personable, polite and patient.
To have an understanding of our
primary care systems is desirable, but not essential as full training will be
provided to the successful candidate to enable them to undertake the full range
of duties associated with the role.
Duties and responsibilities:
The duties and responsibilities to be undertaken by members of the
Practice Advisors team may include any or all of the items in the following
list:
·
Redirect enquiries to the appropriate practice
team
·
Explain Practice arrangements and formal
requirements to new patients and those seeking temporary cover and ensure
procedures and paperwork are fully completed
·
Promote and sign patients up to online
services at every opportunity
·
Ensure practice promotional materials are up
to date and available
·
Manage the SMS texting service to and from
patients
·
Arrange hospital transport as necessary
·
Book interpreters as necessary
·
Manage communications from NHS mail account as
appropriate to role
Vaccination
The successful applicant will be an NHS employee and may therefore
have contact with vulnerable service users. During the COVID-19 pandemic, it
has been necessary to take significant steps to protect the health and safety
of our staff, service users and those attending our sites. In order to comply
with our duty of care, we require our staff to have the COVID vaccine and we
will ask for proof of vaccination during the recruitment process. Vaccination
will be a condition of employment unless an exemption applies.
Confidentiality
- In
the performance of the duties outlined in this job description, the
post-holder may have access to confidential information relating to
patients and their carers, practice staff and other healthcare
workers. They may also have access
to information relating to the practice as a business organisation.
All such information from any source is to be regarded as strictly
confidential
- Information
relating to patients, carers, colleagues, other healthcare workers or the
business of the practice may only be divulged to authorised persons in
accordance with the practice policies and procedures relating to
confidentiality and the protection of personal and sensitive data
Health and Safety / Infection Control
The post-holder will implement and
lead on a full range of promotions. They will manage their own and others’
health and safety and infection control as defined in the practice Health and
Safety policy, the practice Health and Safety manual, the practice Infection
Control policy and other published procedures. This will include (but will not
be limited to):
- Using
personal security systems within the workplace according to practice
guidelines
- Identifying
the risks involved in work activities and undertaking such activities in a
way that manages those risks across clinical and patient process
- Making
effective use of training to update knowledge and skills, and initiate and
manage the training of others across the full range of infection control
and patient processes
- Actively
identifying, reporting, and correction of health and safety hazards and
infection hazards immediately when recognised
- Keeping
own work areas and general patient areas clean, sterile; identify issues
and hazards or risks in relation to other work areas within the business,
and assuming responsibility in the maintenance of general standards of
cleanliness across the business
Equality and diversity
The post-holder will support the equality, diversity and rights of
patients, carers and colleagues, to include:
- Acting
in a way that recognizes the importance of people’s rights, interpreting
them in a way that is consistent with practice procedures and policies,
and current legislation
- Respecting
the privacy, dignity, needs and beliefs of patients, carers and colleagues
- Behaving
in a manner which is welcoming to and of the individual, is non-judgmental
and respects their circumstances, feelings priorities and rights.
Safeguarding
Safeguarding is everyone's responsibility and all
employees are required to act in such a way that at all times safeguards the
health and wellbeing of children and vulnerable adults. Familiarisation
with, and adherence to, the appropriate organisational Safeguarding Policies
and any associated guidance is an essential requirement of all employees as is
participation in related mandatory/statutory training.
All employees must ensure that they understand and
act in accordance with this clause. If you do not understand exactly how this
clause relates to you personally then you must ensure that you seek clarification
from your immediate manager as a matter of urgency. Equally, all managers have
a responsibility to ensure that their team members understand their individual
responsibilities with regard to Safeguarding Children and Vulnerable Adults.
Personal/Professional development
- Participation
in an annual individual appraisal or performance review, including taking
responsibility for maintaining a record of own personal and professional
development
- Taking
responsibility for own development, learning and performance and
demonstrating skills and activities to others who are undertaking similar
work
- Work
with the practice team on any new skills and developments as part of the
continuing development of modern healthcare techniques and general
practice requirements
Quality
The post-holder will strive to maintain quality within the
practice, and will:
- Alert
other team members to issues of quality and risk
- Report
significant events or learning events for discussion at Practice
governance and learning event meetings
- Assess
own performance and take accountability for own actions, either directly
or under supervision
- Contribute
to the effectiveness of the PCN team by reflecting on own and team
activities and making suggestions on ways to improve and enhance the
team’s performance
- Work
effectively with individuals in other agencies to meet patient needs
- Effectively
manage own time, workload and resources
Communication
The
post-holder should recognise the importance of effective communication within
the team and will strive to:
- Communicate
effectively with other team members
- Communicate
effectively with patients and carers
- Recognise
people’s needs for alternative methods of communication and respond
accordingly
Are you someone that expects great customer
service and therefore in your career has put the customer first and at the
heart of everything you do? If so, we really want to hear from you!