Job summary
We are looking for some one to represent the practice face to face and on the telephone. Assisting and care navigating patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective manner, in line with appropriate training.
Provide general assistance to the patients, visitors and practice team in a positive and friendly manner, either in person or via the telephone.
Carry out administrative duties including scanning & filing.
Hours required: Monday to Friday with a rotational Friday 6:30pm lock up and a Saturday morning clinic. One Wednesday evening per week if mandated in the future on a rotational basis.
Previous unsuccessful applicants should not apply.
This advert will close when successfully filled, please note that we are looking for more than one Patient Care Advisor.
Main duties of the job
Job Responsibilities:
Reception
- Welcome patients and any other visitors to the practice, ensuring a professional effective and efficient reception service is provided
- Initiating contact with and responding to requests from patients, other members of the practice team and other healthcare professionals
- Deal professionally, calmly and efficiently with emergency situations
- Handling repeat prescription requests online, by email or in person.
- Deal with all general enquiries, explaining procedures where necessary
- Explain practice arrangements and formal requirements to new patients and temporary residents, ensuring relevant forms are completed and procedures followed
- Assist patients to register for access to online services
- Make appointments guiding patients to the correct medical professional
- Scanning and filing of correspondence
- Dealing with correspondence from different sources including emails, post and other online services.
- Open & closing building
About us
We
are a dynamic and friendly training practice with over 13,000 patients in
Leckhampton, Cheltenham.
We
are passionate about providing a high standard of care.
We
are looking to recruit a Patient Care Advisor to join our enthusiastic,
supportive and hardworking team.
The work is varied,
and the ideal candidate will be someone with good customer and inter-personal
skills with the ability to work calmly under pressure.
As part of
our Practice Learning Time and in line with our surgery values; we promote a
positive working environment with opportunities for team building and personal
development.
Job description
Job responsibilities
Reception
- Welcome patients and any other visitors to the practice, ensuring a professional effective and efficient reception service is provided
- Initiating contact with and responding to requests from patients, other members of the practice team and other healthcare professionals
- Deal professionally, calmly and efficiently with emergency situations
- Handling repeat prescription requests online, by email or in person.
- Deal with all general enquiries, explaining procedures where necessary
- Explain practice arrangements and formal requirements to new patients and temporary residents, ensuring relevant forms are completed and procedures followed
- Assist patients to register for access to on-line services
- Direct specimens as per practice protocol
- Advise patients of relevant charges for non NHS services, accept payment and issue receipts.
Appointments
Processing in person, online and by telephone, requests for appointments, ensuring callers are directed to the appropriate health care professional in line with care navigation training
Book in, amend and cancel patients in line with the practice appointments procedures ensuring optimum efficiency of the appointment system directing to online services as appropriate.
Action all tasks allocated by the reception team ledger in a timely and efficient manner.
Deal with requests for home visits in accordance with practice protocols or as directed.
Monitor the practice appointment system and ensure patients are notified if a Clinician is running late or unable to fulfil a booked surgery.
Telephone
- Respond to calls from patients in a supportive, courteous and professional manner
- Ensure all calls are answered in a timely manner
- Transfer calls to the relevant members of the practice team as required
- Deal with appointment and repeat prescription queries over the telephone/email/dashboard
- Receive and make telephone calls as required, documenting when necessary, ensuring accuracy of detail
- Booking interpreters for patients when requested
Administration
- To have a thorough knowledge of all Practice procedures
- To work in accordance with written protocols
- Open internal and External Mail
- Sort and date stamp all incoming patient related mail
- Scan patient related documents onto the patient medical notes
- Retrieving/filing notes for surgeries and update as necessary
- Scanning and Filing post in medical records, assigning to other members of staff as required
- Photocopy/scan and laminate documents as requested
- Monitor and respond to all website queries to the reception team
Computer
- Registrations of patients as and when required
- Process patients change of address computer data and medical records (have knowledge of Practice Boundary)
- Action repeat prescription requests and ensure that they are processed within surgery policy timeframe whether paper or electronic
- Check incoming e-mails on a regular daily basis
- Undertake administration tasks and enter patient information on to the computer as required
- Use the clinical and other surgery IT systems as required for the purpose of this post.
Job description
Job responsibilities
Reception
- Welcome patients and any other visitors to the practice, ensuring a professional effective and efficient reception service is provided
- Initiating contact with and responding to requests from patients, other members of the practice team and other healthcare professionals
- Deal professionally, calmly and efficiently with emergency situations
- Handling repeat prescription requests online, by email or in person.
- Deal with all general enquiries, explaining procedures where necessary
- Explain practice arrangements and formal requirements to new patients and temporary residents, ensuring relevant forms are completed and procedures followed
- Assist patients to register for access to on-line services
- Direct specimens as per practice protocol
- Advise patients of relevant charges for non NHS services, accept payment and issue receipts.
Appointments
Processing in person, online and by telephone, requests for appointments, ensuring callers are directed to the appropriate health care professional in line with care navigation training
Book in, amend and cancel patients in line with the practice appointments procedures ensuring optimum efficiency of the appointment system directing to online services as appropriate.
Action all tasks allocated by the reception team ledger in a timely and efficient manner.
Deal with requests for home visits in accordance with practice protocols or as directed.
Monitor the practice appointment system and ensure patients are notified if a Clinician is running late or unable to fulfil a booked surgery.
Telephone
- Respond to calls from patients in a supportive, courteous and professional manner
- Ensure all calls are answered in a timely manner
- Transfer calls to the relevant members of the practice team as required
- Deal with appointment and repeat prescription queries over the telephone/email/dashboard
- Receive and make telephone calls as required, documenting when necessary, ensuring accuracy of detail
- Booking interpreters for patients when requested
Administration
- To have a thorough knowledge of all Practice procedures
- To work in accordance with written protocols
- Open internal and External Mail
- Sort and date stamp all incoming patient related mail
- Scan patient related documents onto the patient medical notes
- Retrieving/filing notes for surgeries and update as necessary
- Scanning and Filing post in medical records, assigning to other members of staff as required
- Photocopy/scan and laminate documents as requested
- Monitor and respond to all website queries to the reception team
Computer
- Registrations of patients as and when required
- Process patients change of address computer data and medical records (have knowledge of Practice Boundary)
- Action repeat prescription requests and ensure that they are processed within surgery policy timeframe whether paper or electronic
- Check incoming e-mails on a regular daily basis
- Undertake administration tasks and enter patient information on to the computer as required
- Use the clinical and other surgery IT systems as required for the purpose of this post.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- GCSE English or equivalent
Desirable
- Reception, Administration or Customer Service Qualification desirable
Experience
Essential
- Experience of working with the general public
- Excellent communication skills (written and verbal)
- Basic IT skills including using Microsoft Windows
- 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
- Polite and Confident
- Motivated
- High levels of integrity and loyalty
- Sensitive and empathic in difficult situations
- Proven People Skills
- Able to work under pressure
- Able and willing to provide cover for sickness and holiday with the team
- Flexibility of working hours/able to work at the desired times
- Adaptable and flexible to change
Desirable
- Knowledge of SystmOne Clinical System
- Experience of Primary Care and working in a GP Practice.
Person Specification
Qualifications
Essential
- Educated to GCSE level or equivalent
- GCSE English or equivalent
Desirable
- Reception, Administration or Customer Service Qualification desirable
Experience
Essential
- Experience of working with the general public
- Excellent communication skills (written and verbal)
- Basic IT skills including using Microsoft Windows
- 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
- Polite and Confident
- Motivated
- High levels of integrity and loyalty
- Sensitive and empathic in difficult situations
- Proven People Skills
- Able to work under pressure
- Able and willing to provide cover for sickness and holiday with the team
- Flexibility of working hours/able to work at the desired times
- Adaptable and flexible to change
Desirable
- Knowledge of SystmOne Clinical System
- Experience of Primary Care and working in a GP Practice.
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.
