Job responsibilities
Rainford Health Centre
Patient Service Advisor -job description
Job Title
Patient Service Advisor
Line
Manager
Office Manger
Accountable
to
Practice
Manger
Hours
per week
27.5
Job
Summary
To be responsible for
undertaking a wide range of reception duties and the provision of general support
to the multidisciplinary team. Duties can
include but are not limited to, greeting, and directing patients, effective
use of the appointment system, booking appointments, processing of information,
and assisting patients as required. 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.
Mission
Statement
Quality
Work within the framework of NHS Primary Care Services to provide the highest
quality care which meet the identified needs of our patients.
Respect
Treat our patients with courtesy, dignity, and respect always.
Support
Support patients in helping them to make decisions to improve and maintain
their health
Promote
best practice Utilise specialist expertise within the practice team
and externally, and encouraging the continuous education and professional
development of all members of the practice team
Patient
centred Put our patients at the centre of everything we do
Responsive Nurture a culture which
is innovative, forward looking, and adaptable
Generic
Responsibilities
All
staff at Rainford Health Centre have a duty to conform to the following:
Equality, Diversity & Inclusion
A good attitude and positive action towards
ED&I create an environment where all individuals are able to achieve
their full potential. Creating such an environment is important for three
reasons: it improves operational effectiveness, it is morally the right thing
to do, and it is required by law.
Patients and their families have the right to be
treated fairly and be routinely involved in decisions about their treatment
and care. They can expect to be treated with dignity and respect and will not
be discriminated against on any grounds including age, disability, gender
reassignment, marriage and civil partnership, pregnancy and maternity, race,
religion or belief, sex or sexual orientation. Patients have a responsibility
to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in
recruitment and career progression. Staff can expect to work in an
environment where diversity is valued, and equality of opportunity is
promoted. Staff will not be discriminated against on any grounds including
age, disability, gender reassignment, marriage and civil partnership,
pregnancy and maternity, race, religion or belief, sex or sexual orientation.
Staff have a responsibility to ensure that you treat our patients and their
colleagues with dignity and respect.
Safety, Health,
Environment and Fire (SHEF)
This practice is committed to supporting and
promoting opportunities to for staff to maintain their health, well-being,
and safety. You have a duty to take reasonable care of health and safety at
work for you, your team and others, and to cooperate with employers to ensure
compliance with health and safety requirements. All personnel are to comply
with the Health and Safety at Work Act 1974, Environmental Protection Act
1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and
other statutory legislation.
Confidentiality
This
practice is committed to maintaining an outstanding confidential service.
Patients entrust and permit us to collect and retain sensitive information
relating to their health and other matters, pertaining to their care. They do
so in confidence and have a right to expect all staff will respect their
privacy and always maintain confidentiality. It is essential that if, the
legal requirements are to be met and the trust of our patients is to be
retained that all staff protect patient information and provide a
confidential service.
Quality & Continuous Improvement (CI)
To
preserve and improve the quality of our output, all personnel are required to
think not only of what they do, but how they achieve it. By continually
re-examining our processes, we will be able to develop and improve the
overall effectiveness of the way we work. The responsibility for this rests
with everyone working within the practice to look for opportunities to
improve quality and share good practice.
This
practice continually strives to improve work processes which deliver health
care with improved results across all areas of our service provision. We
promote a culture of continuous improvement, where everyone counts, and staff
are permitted to make suggestions and contributions to improve our service
delivery and enhance patient care.
Induction Training
On arrival at the
practice all personnel are to complete a practice induction programme; this
is managed by the Practice Manager and Office Manager.
Learning and Development
The
effective use of training and development is fundamental in ensuring that all
staff are equipped with the appropriate skills, knowledge, attitude, and competences
to perform their role. All staff will be required to partake and complete
mandatory training as directed by the training coordinator, as well as
participating in the practice training programme. Staff will also be permitted (subject to
approval) to undertake external training courses which will enhance their
knowledge and skills, progress their career and ultimately, enable them to
improve processes and service delivery.
Collaborative Working
All
staff are to recognise the significance of collaborative working. Teamwork is
essential in multidisciplinary environments. Effective communication is essential,
and all staff must ensure they communicate in a manner which enables the
sharing of information in an appropriate manner.
Service Delivery
Staff
at Rainford Health Centre must adhere to the information contained with
practice policies and regional directives, ensuring protocols are always
adhered to. Staff will be given
detailed information during the induction process regarding policy and
procedure.
Security
The
security of the practice is the responsibility of all personnel. Staff must
ensure they always remain vigilant and report any suspicious activity immediately
to their line manager. Under no circumstances are staff to share the codes
for the door locks to anyone and are to ensure that restricted areas remain
effectively secured.
Professional Conduct
At
Rainford Health Centre, staff are required to dress appropriately for their
role. Administrative staff will be provided with a uniform whilst clinical
staff must dress in accordance with their role.
Primary
Responsibilities
The
following are the core responsibilities of the receptionist. There may be on
occasion, a requirement to carry out other tasks; this will be dependent upon
factors such as workload and staffing levels:
a.
Maintaining and monitoring the practice appointment
system
b.
Process personal, telephone and e-requests for
appointments
c.
Answer incoming phone calls, transferring calls or
dealing with the callers request appropriately
d.
Signpost patients to the correct service
e.
Initiating contact with and responding to, requests from
patients, team members and external agencies
f.
Photocopy documentation as required
g.
Data entry of new and temporary registrations and
relevant patient information as required
h.
Input data into the patients healthcare records as necessary
i.
Direct requests for information i.e. SAR, insurance /
solicitors letters and DVLA forms to the administrative team
j.
Manage all queries as necessary in an efficient manner
k.
Carry out system searches as requested
l. Process incoming prescription requests.
m.
Monitor and maintain the reception area and notice boards
n.
Support all clinical staff with general tasks as
requested
Secondary
Responsibilities
In
addition to the primary responsibilities, the medical administrator may be
requested to:
a.
Partake in audit as directed by the audit lead
b.
Support administrative staff, providing cover during
staff absences
c.
Action incoming faxes when necessary
d.
Scanning of patient related documentation and attaching
scanned documents to patients healthcare records
e.
Complete opening and closing procedures in accordance
with the duty rota
f.
As required support
in the management of repeat prescriptions, ensuring they are processed
accurately and efficiently
g.
Ordering and monitoring of stationery supplies