Job responsibilities
Primary Care is
changing, and our Patient Care Advisors are key to supporting patients to get
the care that they need be that clinical assessment, help with managing their
health, or signposting to other services.
Patient Care
Advisors are the first point of contact for our patients and visitors, whether
that be over the telephone, face to face at the front reception desk or through
our on-line portal. Needing to make sure
that every patient contact counts and that patients get the right help at the
earliest opportunity. We need
passionate, patient focused individuals to help us deliver the best service to
our patients by offering a first-class level of Reception/Customer Service.
Discretion and
confidentiality are essential attributes of a successful Patient Care Advisor.
This post
requires flexibility, responding to varying demands and changing
circumstances. Communication, team work,
motivation and hard work ethic are essential qualities.
KEY DUTIES
Provide a positive and friendly image to all patients
and other visitors.
Welcome
patients on arrival, ensuring all patients are checked in either manually or
via the patient touch screen.
Making effective use of the practices appointment
system to include booking and cancelling of appointments, assisting and
monitoring the appointment system, including the processing of our on-line
portal system.
Answering incoming calls in a timely, professional,
and efficient manner. Assisting
with any patient queries and concerns, responding promptly and positively.
To read, action and maintain the Patient Contact
Waiting Lists system within System One, ensuring that patients are booked
in as and when required.
To explain the Practice arrangements and formal
requirements for new patients, temporary residents and ensure procedures
are completed within a certain timeframe.
To share information regarding the practices
complaint procedure.
To open and scan post where necessary.
To assist with the cancelation of clinics as and when
required.
Dealing with tasks that are generated through System
One in a timely and efficient manner.
Be responsible for opening the practice at 8am in
preparation for patients calling and presenting to the practice for
clinics.
Handle any complex queries and challenging situations
in a professional manner, ensuring any issues are resolved, where
possible, at first point of contact.
Effectively handle all queries that present at the
practice including those from hospital clinicians, social services, etc.
by problem solving, signposting, or escalation of matters as appropriate.
Updating and monitoring patient information boards to
ensure all relevant information is available and up to date.
To have a thorough knowledge of all relevant practice
procedures.
To work in accordance with written protocols.
To provide cover for colleagues in times of absence
for annual leave/sickness.
Support in the processing of prescriptions to ensure
effective patient care.
It will be necessary to attend and contribute to
various practice meetings as requested.
This job description is neither exhaustive nor
exclusive and will be reviewed periodically in conjunction with the post
holder. The post holder is required
to carry out any duties that may be requested by the Partners and the
Management Team.
CONFIDENTIALITY
In
the course of seeking treatment, patients entrust us with, or allow us to
gather, sensitive information in relation to their health and other
matters. They do so in confidence
and have the right to expect that staff will respect their privacy and act
appropriately
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.
The post holder must
not enter patient records without clinical or administrative need to do
so.
The post holder must
maintain confidentiality of information, always acting within the terms of
the Data Protection Act and the Caldicott Principles on patient
confidentiality.
The post holder must
also maintain an awareness of the Freedom of Information Act.
HEALTH AND SAFETY
The post-holder will assist in promoting and maintaining their
own and others health, safety and security as defined in the Practice Health
& Safety Policy, to include:
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
Making
effective use of training to update knowledge and skills
Using
appropriate infection control procedures, maintaining work areas in a tidy
and safe way and free from hazards
Reporting
potential risks identified
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 peoples 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.
PERSONAL/PROFESSIONAL DEVELOPMENT
The post-holder
will participate in any training programme implemented by the Practice as part
of this employment, such training to include:
Participation in an annual
individual performance review, including taking responsibility for
maintaining a record of own personal and/or professional development
Taking responsibility for own
development, learning and performance and demonstrating skills and
activities to others who are undertaking similar work
QUALITY
The post-holder
will strive to maintain quality within the Practice, and will:
Alert other team members to issues
of quality and risk
Assess own performance and take
accountability for own actions, either directly or under supervision
Contribute to the effectiveness of
the team by reflecting on own and team activities and making suggestions
on ways to improve and enhance the teams performance
Work effectively with individuals
in other agencies to meet patients 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
Recognize peoples needs for
alternative methods of communication and respond accordingly
CONTRIBUITION TO THE
IMPLEMENTAION OF SERVICES
Apply Practice policies, standards
and guidance
Discuss with other members of the
team how the policies, standards and guidelines will affect own work
Participate in audit where
appropriate
Assist where required with the
Quality Outcomes Framework
Participate in CQC inspections
(where deemed appropriate)
Salary is currently being reviewed as part of the practices yearly pay review.