Patient Services Advisor

Job description

Job responsibilities

Ensure patients and visitors enquires are handled courteously, efficiently, and confidentially.

Answer incoming calls in a friendly, polite, and professional manner ensuring you introduce yourself by name. Consider the request, taking appropriate action or redirecting too other personal as appropriate.

Take telephone messages, appointments details and home visit requests accurately and efficiently enter details accurately onto the appropriate system.

Signpost patients to the most appropriate service, seeking advice if necessary.

Relay test results to patients.

Ensure that outstanding matters and information are handed over to a colleague at shift changes.

Professional handle patients positive/negative feedback initial with a view to calming any emerging situations, seeking advice from or referring to the Patient Services Lead or the Practice Manager as appropriate.

Check own NHS email frequently during the shift to ensure that all messages are responded to and actioned promptly.

Check Clarity Teamnet frequently during the shift to ensure awareness of notifications/ outstanding or new training requirements/ update of policies.

Check generic NHS email frequently during the shift to ensure that all messages are responded to and actioned promptly.

Be conversant and deal with the procedure for new patient registration, online access, and consent forms. Both hardcopy forms and via the online NHS Portal.

Be conversant with Panic Alarms system and procedure and act upon as necessary.

Attend and participate in team, staff and other relevant meetings as required.

Ensure that distribution of documents and mail are undertaken accurately, efficiently, and promptly.

Ensure that the patient services main waiting area is always manned, tidy and is safe for the patients.

Ensure notice boards are kept tidy, up to date as appropriate.

Generate referrals to district nursing.

Ensure all visitors to the practice are booked in correctly via Clarity Teamnet and given visitors badge.

Be conversant with the fire evacuation procedure and printing outpatient/staff/visitors lists.

Ensuring fire alarms are checked weekly.

Ensure appointment lists are all printed out and in/out board updated every lunchtime and at end of working day for the following day.

Check 111/Ccas list during the shift and processing any requests.

All samples are taken in correctly and recorded. Checking the sample box at end of working day and any samples left are stored correctly overnight.

Ensure any patient forms are recorded correctly and processed.

Take patient payments, ensuring these are recorded and processed correctly.

Ensure card machine banking totals are processed each day.

Clear understanding of the telephone system and changing the outgoing message if required.

Check the Accurx System frequently during the shift. Ensure you have fully read the request and that is fully completed providing sufficient detail for Clinician to triage before processing.

Saving to patient record correctly and adding to GP Triage Dr list.

Responding to patients if necessary.

Check tasks lists frequently during the shift to ensure all requests are dealt with accurately and promptly.

Check waiting lists and contact patients to make appointments.

Ensuring you book appointment correctly from the list.

If necessary, update list in notes.

Check Safeguarding DNA list and process by following correct procedures for child and young persons DNA.

To provide oversight and support for effective data control and information management in line with GDPR

Ensure the Practice policies are understood and observed and that procedures are followed.

Ensure the appropriate use of equipment and facilities and ensure the environment is maintained in good order.

Take the necessary precautions to safeguard the welfare and safety of oneself and others in accordance with the Health and Safety at work act.

Other duties/holiday cover that may be required appropriate to the level and nature of the post.

Responsibility for the creation and updating of procedures notes for all tasks within the role.

Proactively work to review process and implement improvements where possible.

To be proficient at prioritising and organising workload

Contribute to own supervision, development, and appraisal systems in line with Practice requirements.

To undertake any training as deemed as necessary to carry out the full requirements of the post.

The Partners of the Practice retain the right to amend the Job Description and any changes will be notified in writing within a month.

To liaise with patients, the public and other professionals as necessary.

This post carries no line management or budgetary responsibilities.

Person Specification

Other

Essential

• Clean driving license
• Car Owner
• Enhanced level DBS disclosure

Qualities/ Attributes/Behaviour

Essential

• Ability to communicate politely on various levels
• Ability to work under pressure
• Ability to drive and deliver change effectively
• Maintain confidentially at all times
• Team player
• Flexible and adaptability
• Self-motivation
• Calmness, reliability
• Integrity
• Accountability
• Purpose
• Continuous improvement
• Communication
• Building know-how

Qualifications

Essential

• Sound educational background with excellent literacy and numeracy skills

Experience

Essential

• Excellent communication skills (written and verbal)
• Problem solving and analytical skills
• Confident IT user including Microsoft Office, including Word and Excel
• Excellent customer service skills
• Computer literate
• Excellent attention to detail
• Able to work on own initiative
• Good standard of verbal and written English
• Ability to solve problems in a logical way within the role remit
• Ability to react confidently to new situations, using own initiative and available resources to complete tasks effectively

Desirable

• Experience working in general practice
• Experience of online triage
• Experience of Systm1
• Experience of all aspects of day-to-day Patient Services operations.

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.

Employer details

Employer name

Elmham Group of Surgeries

Address

59 Holt Road

North Elmham

Dereham

Norfolk

NR20 5JS

Employer's website

https://www.elmhamsurgery.com/ (Opens in a new tab)