Patient Services Advisor (Receptionist)

Job description

Job responsibilities

• Ensure that patients’ and visitors’ enquiries are handled courteously, efficiently and confidentially

• Answer incoming calls in a friendly, polite and professional manner. Consider the request, taking appropriate action or redirecting to other personnel as appropriate.
• Take telephone messages, appointments details and home visit requests accurately and efficiently and enter details on to computer system as appropriate
• Signpost patients to the most appropriate service, seeking advice if this is not clear.
• Alert doctors to urgent concerns or outstanding telephone calls or visits, as appropriate
• Relay test results to patients
• Ensure that outstanding matters and information are handed over to colleagues at shift change
• Check prescription requests and ensure they are directed to the requested collection point
• Print off repeat prescriptions from computer as necessary
• Handle patients’ positive and negative feedback initially, seeking advice from or referring to Patient Services Supervisor or Assistant Practice Manager as appropriate
• Check own nhs.net email account frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriate
• Check practice generic and reception nhs.net email accounts frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriate
• Send, receive and record facsimile messages
• Be conversant and deal with procedure for new patients wishing to register with the practice
• Be conversant with online Patient Services and Care Navigation and record outcomes as appropriate
• Be responsible for security of the building if last person leaving
• Be conversant with Panic Alarm system and act upon this if necessary
• Attend and participate in team, staff meetings and other meetings as required
• Be fully conversant with patient services procedures and developments
• Ensure that filing, record keeping and distribution of documents and mail are undertaken efficiently and promptly.
• Assist with sending out of patient recall letters and other similar correspondence
• Ensure that patient services area, waiting room, consulting rooms, meeting rooms and outside areas in the immediate vicinity of the practice are clean and tidy, and that there is an adequate supply of stationery and other routine items available.
• Ensure that noticeboards are kept up to date and that appropriate literature is displayed.
• Arrange refreshments for doctors meetings and ensure that adequate supplies are available.
• Ensure that kitchen areas are kept clean and tidy.
• Arrange for photocopier and other equipment repairs to be carried out as soon as possible
• Contribute to a safe working environment
• Assist with mentoring/training new staff, as directed by Patient Services Supervisor or Assistant Practice Manager
• Any other ad hoc duties as required

Person Specification

Qualifications

Essential

• Educated to GCSE level or equivalent

Desirable

• GCSE Mathematics & English (C or above) AMSPAR Receptionists Qualification NVQ Level 2 in Health and Social Care

Experience

Essential

• Experience of working with the general public Experience of administrative duties

Desirable

• Experience of working in a health care setting

Skills and Personal Qualities

Essential

• Excellent communication skills (written and oral)
• Strong IT skills
• Clear, polite telephone manner
• Competent in the use of Office and Outlook
• Effective time management (planning & organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving & analytical skills
• Ability to follow policy and procedure
• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure

Desirable

• EMIS / Systmone user skills

Employer details

Employer name

Thornhills Medical Practice

Address

Martin Square

Larkfield

Aylesford

Kent

ME20 6QJ

Employer's website

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