Job summary
An exciting opportunity has arisen for a Lead Patient Care Advisor to lead
our excellent team of Patient Care Advisors at Leckhampton Surgery. We are looking for a positive and
enthusiastic patient focused individual who will ensure all patients and
visitors are provided with a high standard of care.
The post is for 29 hours per week as part of a weekly team rota. From time to time additional hours will also be
required to cover holiday and sickness.
If you are looking for a varied role combined with a work-life balance and a supportive work environment, we look forward to your application
Informal visits to the Practice are welcome and
we would ask you to contact Carole Sansom on 01242 541683 to arrange this.
We
reserve the right to close the advertisement sooner if sufficient applications
are received.
Interviews will be held on Monday 13th
June 2022.
Main duties of the job
The post-holder will be responsible for the day-to-day supervision of all Patient Care Advisor staff and associated functions ensuring they are carried out in accordance with agreed procedures, protocols and time-scales.
The post-holder must be capable of performing accurately any function requested of them to assist the practice to run efficiently and in particular supervise, motivate and encourage the staff working in reception.
The post-holder will provide a positive and friendly reception service in person or by telephone to all users of the Practice.
The post-holder will receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
The post-holder will ensure a robust induction training plan is in place for newly appointed Patient Care Advisors
The post-holder will be responsible for undertaking appraisals of all Patient Care Advisors and assisting the Assistant Practice Manager in managing Patient Care Advisor staff.
The post-holder will be responsible for dealing with more complex enquiries from patients, seeking advice from the Assistant Practice Manager when necessary.
About us
We are a dynamic and friendly training practice with a passion to provide a high standard of patient care to over 13,400
patients in Leckhampton, Cheltenham
Our Vision: Working together with patients, staff and
community services to use NHS resources responsibly and sustainably to provide
excellent compassionate care and empower healthy lifestyle choices
Our Values: At
Leckhampton Surgery, we are committed to providing excellent, personalised care
for all our patients. Above all else, we value:
Teamwork -We
work together with our community to put patients at the centre of what we do.
Care - We
treat our patients and staff with compassion, respect and honesty.
Excellence - We
provide high quality, safe and sustainable patient centred care
Empowerment - We
work together with patients, staff and other organisations to support them
making healthy lifestyle choices and managing their own wellbeing
If you are passionate about helping us deliver excellent healthcare and share our vision and values, join us to support the achievement of our goals.
Job description
Job responsibilities
Main
Duties:
Reception
- Welcoming patients and visitors to the
Practice
- Ensuring an effective and efficient reception
service is provided to patients and any other visitors to the Practice.
- Assess and evaluate reception systems
recommending changes and improvements to the Assistant Practice Manager as
appropriate
- Handing completed repeat prescriptions to
patient and checking names and address.
- Covering
reception position as necessary
- Ensure that information in the patient’s
waiting area is up to date, relevant and in good condition.
- Primary contact for all requests for
interpreters
- Management of incoming notes in to the
practice
Telephone
- Have a working knowledge of telephone system,
during and after hours.
- Answer telephone as required, promptly and
courteously.
Administration
- To have a thorough knowledge of all Practice
procedures.
- To work in accordance of written protocols
- Filing post in medical records
- Photocopy as requested
- Attend the Patient Participation Group meetings
on a quarterly basis
- Monitor and respond to patient queries via
website and email regularly throughout the day
- Provide assistance with seeking, analysing
and responding to patient feedback
- Collate information and submit via CQRS the
Friends and Family Feedback results.
Appointments
- Process appointment requests for appointments
from patients by telephone and in person.
- Deal with visits requests
Management of the
Reception Team and Surgery Organisation
- Plan and organise the weekly reception rota
for the team, ensuring that all essential work is covered
- Undertake staff appraisals and performance
management reviews
- Manage and coordinate leave ensuring that
sufficient reception support is in place.
- Plan and organise the Wednesday/Friday late
cover rota and the IA cover rota including Saturdays.
- Plan and organise the Flu/Covid Clinics reception
cover
- Assist the practice with the recruitment
process as necessary
- Undertake fact finding meetings as per the
disciplinary process when necessary ensuring written up in a timely
manner.
- Assist the Assistant Practice Manager to
undertake performance management plans and reviews as necessary
Team Development
- Arrange and chair regular team meetings
ensuring minutes are written up and filed on Teamnet
- Consult with the reception team on matters as
requested by Practice Manager/Assistant Practice Manager.
- Act as a focal point of communication between
the reception team and other members of the primary health care team
- Attend fortnightly Lead Meetings
- Monitor compliance with and coordinate the
training requirements of team members
Clinical IT
systems
- Registrations of new patients – computer data
entry and medical records.
- Process all patient requests for online
access
- Process patients change of address – computer
data and medical records (have knowledge of Practice area).
- Process repeat and other prescription requests
in accordance with Practice guidelines.
- Use the clinical and other surgery IT systems
as required for the purposes of this post.
New Developments
& Projects
- Take the
lead in managing new developments which affect the work of the Reception
team
- Co-ordinate
the implementation of new working practices, supporting and developing
team members to achieve the surgery’s objectives
- Represent
the interests of the reception team at management/lead meetings
Other Tasks
- Ensure building security – have thorough
knowledge of doors/windows/alarm.
- Take part in suitable training courses as
agreed with the Practice Manager and Assistant Practice Manager
- Carry out any additional relevant duties to maintain the
efficient running of the practice as agreed with the Practice Manager and
Assistant Practice Manager.
- The above list of duties is not exhaustive and may be subject
to change as deemed necessary
Please see the attached Job Description and Personal Specification for full details regarding the Role.
Job description
Job responsibilities
Main
Duties:
Reception
- Welcoming patients and visitors to the
Practice
- Ensuring an effective and efficient reception
service is provided to patients and any other visitors to the Practice.
- Assess and evaluate reception systems
recommending changes and improvements to the Assistant Practice Manager as
appropriate
- Handing completed repeat prescriptions to
patient and checking names and address.
- Covering
reception position as necessary
- Ensure that information in the patient’s
waiting area is up to date, relevant and in good condition.
- Primary contact for all requests for
interpreters
- Management of incoming notes in to the
practice
Telephone
- Have a working knowledge of telephone system,
during and after hours.
- Answer telephone as required, promptly and
courteously.
Administration
- To have a thorough knowledge of all Practice
procedures.
- To work in accordance of written protocols
- Filing post in medical records
- Photocopy as requested
- Attend the Patient Participation Group meetings
on a quarterly basis
- Monitor and respond to patient queries via
website and email regularly throughout the day
- Provide assistance with seeking, analysing
and responding to patient feedback
- Collate information and submit via CQRS the
Friends and Family Feedback results.
Appointments
- Process appointment requests for appointments
from patients by telephone and in person.
- Deal with visits requests
Management of the
Reception Team and Surgery Organisation
- Plan and organise the weekly reception rota
for the team, ensuring that all essential work is covered
- Undertake staff appraisals and performance
management reviews
- Manage and coordinate leave ensuring that
sufficient reception support is in place.
- Plan and organise the Wednesday/Friday late
cover rota and the IA cover rota including Saturdays.
- Plan and organise the Flu/Covid Clinics reception
cover
- Assist the practice with the recruitment
process as necessary
- Undertake fact finding meetings as per the
disciplinary process when necessary ensuring written up in a timely
manner.
- Assist the Assistant Practice Manager to
undertake performance management plans and reviews as necessary
Team Development
- Arrange and chair regular team meetings
ensuring minutes are written up and filed on Teamnet
- Consult with the reception team on matters as
requested by Practice Manager/Assistant Practice Manager.
- Act as a focal point of communication between
the reception team and other members of the primary health care team
- Attend fortnightly Lead Meetings
- Monitor compliance with and coordinate the
training requirements of team members
Clinical IT
systems
- Registrations of new patients – computer data
entry and medical records.
- Process all patient requests for online
access
- Process patients change of address – computer
data and medical records (have knowledge of Practice area).
- Process repeat and other prescription requests
in accordance with Practice guidelines.
- Use the clinical and other surgery IT systems
as required for the purposes of this post.
New Developments
& Projects
- Take the
lead in managing new developments which affect the work of the Reception
team
- Co-ordinate
the implementation of new working practices, supporting and developing
team members to achieve the surgery’s objectives
- Represent
the interests of the reception team at management/lead meetings
Other Tasks
- Ensure building security – have thorough
knowledge of doors/windows/alarm.
- Take part in suitable training courses as
agreed with the Practice Manager and Assistant Practice Manager
- Carry out any additional relevant duties to maintain the
efficient running of the practice as agreed with the Practice Manager and
Assistant Practice Manager.
- The above list of duties is not exhaustive and may be subject
to change as deemed necessary
Please see the attached Job Description and Personal Specification for full details regarding the Role.
Person Specification
Qualifications
Essential
- GCSE English or equivalent (C or above)
- Educated to GCSE level or equivalent (at least three)
Desirable
- Reception, Administration or Customer Service Qualification
Experience
Essential
- Experience of working with the general public
- Experience of reception work
- Experience of leading/managing a team
Desirable
- Experience of working within General Practice
- Experience of administration work
Knowledge and Skills
Essential
- Excellent communication skills (written and Oral)
- Strong IT skills including using Microsoft Windows and Outlook
- Clear and polite telephone manner
- Able to work as part of a team and autonomously
- Time Management and the ability to work to deadlines
- Able to follow policies and procedures
- Interpersonal skills
- Problem solving and analytical skills
Desirable
- Knowledge of Systmone Clinical System
Personal Qualities
Essential
- Polite and Confident
- Motivated
- High levels of integrity and loyalty
- Sensitive and empathic in difficult situations
- Proven People Skills
- Forward thinker
- Able to work under pressure
- Able and willing to provide cover for sickness and holiday with the team
- Adaptable and flexible to change
Other
Essential
- Flexibility of working hours/able to work at the desired times
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
Person Specification
Qualifications
Essential
- GCSE English or equivalent (C or above)
- Educated to GCSE level or equivalent (at least three)
Desirable
- Reception, Administration or Customer Service Qualification
Experience
Essential
- Experience of working with the general public
- Experience of reception work
- Experience of leading/managing a team
Desirable
- Experience of working within General Practice
- Experience of administration work
Knowledge and Skills
Essential
- Excellent communication skills (written and Oral)
- Strong IT skills including using Microsoft Windows and Outlook
- Clear and polite telephone manner
- Able to work as part of a team and autonomously
- Time Management and the ability to work to deadlines
- Able to follow policies and procedures
- Interpersonal skills
- Problem solving and analytical skills
Desirable
- Knowledge of Systmone Clinical System
Personal Qualities
Essential
- Polite and Confident
- Motivated
- High levels of integrity and loyalty
- Sensitive and empathic in difficult situations
- Proven People Skills
- Forward thinker
- Able to work under pressure
- Able and willing to provide cover for sickness and holiday with the team
- Adaptable and flexible to change
Other
Essential
- Flexibility of working hours/able to work at the desired times
- Disclosure Barring Service (DBS) check
- Maintain confidentiality at all times
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.
