Patient Service Advisor

Job description

Job responsibilities

Main duties of the job

1.Reception Duties and Patient Interaction:

The first point of contact for patients, families, and carers, both in person and over the phone, the role involves: Managing Appointments, General Enquiries, Creating a Welcoming Environment, Confidentiality and Security:

2.Administrative and Clerical Support:

Repeat Prescriptions, Managing Patient Records, Clerical Duties, Appointment System Management, Document Management, Data Entry and Retrieval.

3.General Administrative Responsibilities:

Contributing to the smooth functioning of the practice through various general administrative duties like Customer Service, Communication Facilitation, Administrative Support and Data Protection and Confidentiality

4.Coding and Medical Record Management

Ensuring that clinical information is accurately recorded in patient records, both in paper and electronic formats through Clinical Coding, Summarising Medical Records and Monitoring Summarisation Progress.

Job responsibilities

Reception:

To deliver a quality reception service, dealing directly with patients, relatives and carers either face to face or by telephone. Reception services include general enquiries, booking or cancelling of appointments, logging of accurate information (e.g. visit requests).

To ensure that the reception office, waiting area and consulting rooms are kept prepared, safe and tidy at all times ensuring a safe and welcoming environment for patients, visitors and all practice team e.g. updating of posters such as DNA Poster.

To undertake start and end of day procedures in line with practice policies to ensure that the premises are both prepared for the clinical staff to receive patients and are secured after use. Observe a strict code of confidentiality at all times.

Actively promoting and registering patients for the online service.

To prepare repeat prescriptions within the Practices prescribing policy and guidelines, enabling patients medications to be prescribed effectively.

To maintain patients manual records keeping in good repair and order.

Extensive use of GP clinical systems and linked software to update and store data in line with practice policy to ensure records are up to date and available for clinical staff at all times.

To perform clerical duties for the Practice including sending standard letters to patients, organising transport for patients, completing lab forms to provide admin and clerical support for the practice team.

To use and amend (where appropriate) the computerised appointment system.

To retrieve information as required from both computer and manual systems.

To work within the Practices agreed policies and guidelines where appropriate commenting on and contributing to changing such policies.

Workflow:

Sort and date stamp all incoming patient-related mail.

Scan patient-related documents onto their medical record using read codes as agreed by the clinical team

Add any additional information about the source of the document

Forward the document to the doctor or nurse who initiated the referral or who is most appropriate to receive the information

Ensure incoming letters are scanned onto the patient record within a 48/72-hour timescale

Scan all internal paper documents on to the relevant patients record and then store the documents in line with practice procedures.

Ensure patient registrations are maintained accurately and complete links work on a frequent and regular basis.

Secretarial (after training):

Provide cover and support for the existing senior patient administrator to include:

Administration of patient referrals including 2WW.

Process subject access request

Process medical reports

Process insurance reports

General Administration:

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

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

Undertake a variety of administrative duties to assist in the smooth running of the practice, including word/data processing, filing, photocopying and scanning

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

Ensure security and confidentiality of patient information is maintained at all times and that the practice conforms to the requirements of the Data Protection Act and Caldicott guidelines.

Coding(after training):

Identify relevant clinical information contained in patient correspondence

Code or free text the clinical information on to the patient record

Deal with queries relating to coding

Summarising (after training):

Transfer patient clinical information from existing patient notes to the SystmOne clinical system, always maintaining accuracy and quality of data

Summarise patients medical records using the practice clinical system in accordance with the practice protocols for the recording of clinical information.

Monitor progress of notes summarisation against practice targets.

Person Specification

Qualifications

Essential

• GCSE grade A to C in English and Maths

Desirable

• NHS knowledge and experience

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

Ratby Surgery

Address

Ratby Medical Centre,

1A Desford Lane

Leicester

Leicestershire

LE6 0LE

Employer's website

https://www.ratbysurgery.nhs.uk/ (Opens in a new tab)