Receptionist Patient Advisor

Holland House Surgery

Information:

This job is now closed

Job summary

We are looking for a confident individual that can join our supportive and forward-thinking practice. The role involves working on our busy reception and on our busy phone lines.

The job role is very patient focused where projecting a positive and friendly image to patients and other visitors is at the heart of the practice. We expect a high level of care and pride to be shown in our chosen candidates work ethic.

The receptionist patient advisor will be the first point of contact for patients either attending the Practice or phoning the surgery. The role will involve optimising the patients journey by receiving, assisting and directing patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

They will work collaboratively with the multi-disciplinary general practice team to meet the patient needs and support delivery of policy and procedures.

The role will involve working at both Lytham and Freckleton sites. You will be expected to travel independently between our practice sites.

Our operating hours are Monday to Friday 07:45 to 18:30. Working hours will be within these times but will require flexibility to suit operational requirements. There maybe occasions when you need to work weekends particularly for vaccination clinics.

You maybe invited for a trial as part of the application/assessment process. Interviews and trials will be scheduled for week commencing 29 August.

Main duties of the job

Ideally the candidate will want a full time position although part time will be considered.

The main duties of the Receptionist Patient Advisor:

Be the first point of contact with patients who are making clinical and non-clinical requests.

To speak to all patients, visitors and colleagues in a courteous and professional manner.

To conduct telephone triage taking calls from patients and assign them to the most appropriate service or appointment

Ensure patient safety by following correct processes

To work with a multi-disciplinary team and understand their roles

To work calmly in a fast pace environment with varying and occasionally conflicting time demands

To be an effective communicator with an ability to listen and show empathy

To book, check-in, reschedule or cancel appointments as required

To utilise and become competent in a range of IT systems

To be able to pay attention to detail to ensure information received and patient records are accurate and up to date.

About us

Holland House Surgery is set across two sites with our other practice at Freckleton Health Centre. It is a busy practice which is made up of 6 partners, supported by a host of clinicians and non-clinical staff that form the foundation of our practice. Holland House strives to provide an exemplary primary health care service for all patients registered with the practice making use of all the services available. We are a supportive practice that encourages development and participation in improving services.

The successful candidate will have access to an NHS Pension.

Date posted

08 August 2022

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A2373-22-0086

Job locations

Lytham Primary Care Centre

Victoria Street

Lytham

FY8 5DZ


Freckleton Health Centre

Douglas Drive

Freckleton

Preston

PR4 1RY


Job description

Job responsibilities

Reception

  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
  • Deal with all general enquiries and explain procedures
  • Checking patients in for appointments and monitor patient waiting times
  • Process appointment requests for future appointments from patients.
  • Handing completed repeat prescriptions to patient and checking names and address.
  • Advise patient of relevant charges for private services (non-General Medical Services), accept payment and issue invoices and receipts for these services
  • Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed
  • Action requests for fit notes
  • Assist the team with responding to email queries or forwarding where appropriate to the relevant Practice personnel.
  • Deal with any deliveries to front desk

Patient Advisor

This is a telephone triage role involving talking calls from patients and assigning them to the most appropriate service or appointment.

  • Develop and maintain an in-depth knowledge and understanding of the services provided by the Practice and the wider health community
  • Put patients at ease and give them the opportunity to explain their needs through active listening
  • Provide clear and concise information to patients
  • Employ a variety of questioning techniques to develop a full picture of the patients requirements
  • Use advanced communication, negotiation and probing skills across a wide range of enquiries including emotive circumstances or caller aggression
  • Quickly and accurately record patient details, symptoms and enquires where further contact is required
  • Identify potentially serious problems and bring those to the immediate attention of the appropriate clinician
  • For less serious problems, identify and agree an appropriate timeframe for the patient to be seen with the appropriate clinician

Appointments

  • Ensure total familiarity with the appointment system including regular and incidental variations
  • Book all appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical records
  • Assisting with the cancellation of clinics at short notice when required
  • Assist with contacting and booking patients for specific clinics

Administration

  • To have a thorough knowledge of all Practice procedures, working in accordance with written protocols
  • Action tasks sent through EMIS Web in a timely manner
  • Check and complete Docman tasks including OOH
  • Open post as required and distribute
  • Scan and photocopy as requested.
  • Process patients change of address – computer data and medical records (have knowledge of Practice area).
  • Process repeat prescription requests in accordance with Practice guidelines.
  • To assist with GP queries as requested
  • To ensure information and patient records are accurate
  • Assist and advice patients regarding online access to their patient records
  • Process change of pharmacy address and ensure this is up to date

Other Tasks

  • Clear rooms after surgeries
  • Check and restock clinical rooms with clinical stock on a regular basis
  • Ensure building security – have thorough knowledge of doors/windows/alarm.
  • Chaperone, as requested.
  • Any other tasks allocated by managers

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 role, the post-holder will 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

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 people’s 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 program implemented by the Practice as part of this employment, such training to include:

  • IT systems, Health & Safety, Safeguarding, Infection Control, customer service 
  • Assess own performance and take accountability for actions, either directly or under supervision.
  • Participation in an annual individual performance review, including maintaining a record of training undertaken, taking responsibility for own development, learning and performance, 
  • Assist colleagues by demonstrating skills and activities who are undertaking similar work
  • Actively contribute to the development and service improvement within the Practice proactively offering ideas and suggestions for improvements.
  • Participate fully in meetings with your Team Leader

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 team’s performance
  • Work effectively with individuals in other agencies to meet patients’ needs
  • Effectively manage their 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 people’s needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

  • Apply Practice policies, standards and guidance
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work
  • Attend meetings when required

Job description

Job responsibilities

Reception

  • Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
  • Deal with all general enquiries and explain procedures
  • Checking patients in for appointments and monitor patient waiting times
  • Process appointment requests for future appointments from patients.
  • Handing completed repeat prescriptions to patient and checking names and address.
  • Advise patient of relevant charges for private services (non-General Medical Services), accept payment and issue invoices and receipts for these services
  • Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed
  • Action requests for fit notes
  • Assist the team with responding to email queries or forwarding where appropriate to the relevant Practice personnel.
  • Deal with any deliveries to front desk

Patient Advisor

This is a telephone triage role involving talking calls from patients and assigning them to the most appropriate service or appointment.

  • Develop and maintain an in-depth knowledge and understanding of the services provided by the Practice and the wider health community
  • Put patients at ease and give them the opportunity to explain their needs through active listening
  • Provide clear and concise information to patients
  • Employ a variety of questioning techniques to develop a full picture of the patients requirements
  • Use advanced communication, negotiation and probing skills across a wide range of enquiries including emotive circumstances or caller aggression
  • Quickly and accurately record patient details, symptoms and enquires where further contact is required
  • Identify potentially serious problems and bring those to the immediate attention of the appropriate clinician
  • For less serious problems, identify and agree an appropriate timeframe for the patient to be seen with the appropriate clinician

Appointments

  • Ensure total familiarity with the appointment system including regular and incidental variations
  • Book all appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical records
  • Assisting with the cancellation of clinics at short notice when required
  • Assist with contacting and booking patients for specific clinics

Administration

  • To have a thorough knowledge of all Practice procedures, working in accordance with written protocols
  • Action tasks sent through EMIS Web in a timely manner
  • Check and complete Docman tasks including OOH
  • Open post as required and distribute
  • Scan and photocopy as requested.
  • Process patients change of address – computer data and medical records (have knowledge of Practice area).
  • Process repeat prescription requests in accordance with Practice guidelines.
  • To assist with GP queries as requested
  • To ensure information and patient records are accurate
  • Assist and advice patients regarding online access to their patient records
  • Process change of pharmacy address and ensure this is up to date

Other Tasks

  • Clear rooms after surgeries
  • Check and restock clinical rooms with clinical stock on a regular basis
  • Ensure building security – have thorough knowledge of doors/windows/alarm.
  • Chaperone, as requested.
  • Any other tasks allocated by managers

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 role, the post-holder will 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

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 people’s 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 program implemented by the Practice as part of this employment, such training to include:

  • IT systems, Health & Safety, Safeguarding, Infection Control, customer service 
  • Assess own performance and take accountability for actions, either directly or under supervision.
  • Participation in an annual individual performance review, including maintaining a record of training undertaken, taking responsibility for own development, learning and performance, 
  • Assist colleagues by demonstrating skills and activities who are undertaking similar work
  • Actively contribute to the development and service improvement within the Practice proactively offering ideas and suggestions for improvements.
  • Participate fully in meetings with your Team Leader

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 team’s performance
  • Work effectively with individuals in other agencies to meet patients’ needs
  • Effectively manage their 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 people’s needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

  • Apply Practice policies, standards and guidance
  • Discuss with other members of the team how the policies, standards and guidelines will affect own work
  • Attend meetings when required

Person Specification

Experience

Essential

  • Experience in a customer facing role.
  • Experience of answering telephones within a busy environment.

Desirable

  • Experience of working in Primary Care or a Health Care setting

Qualifications

Essential

  • GSCE English and Maths at a minimum of a grade C/4 or equivalent qualification,
  • Strong IT Skills,
  • Strong communication skills,
  • Ability to be flexible,
  • Good teamwork skills,
  • Ability to effectively manage own time workload and resources

Desirable

  • Knowledge of EMIS clinical system,
  • Familiarity with Docman,
  • Knowledge of medical terms,
Person Specification

Experience

Essential

  • Experience in a customer facing role.
  • Experience of answering telephones within a busy environment.

Desirable

  • Experience of working in Primary Care or a Health Care setting

Qualifications

Essential

  • GSCE English and Maths at a minimum of a grade C/4 or equivalent qualification,
  • Strong IT Skills,
  • Strong communication skills,
  • Ability to be flexible,
  • Good teamwork skills,
  • Ability to effectively manage own time workload and resources

Desirable

  • Knowledge of EMIS clinical system,
  • Familiarity with Docman,
  • Knowledge of medical terms,

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

Holland House Surgery

Address

Lytham Primary Care Centre

Victoria Street

Lytham

FY8 5DZ


Employer's website

https://www.hollandhousesurgery.co.uk (Opens in a new tab)

Employer details

Employer name

Holland House Surgery

Address

Lytham Primary Care Centre

Victoria Street

Lytham

FY8 5DZ


Employer's website

https://www.hollandhousesurgery.co.uk (Opens in a new tab)

For questions about the job, contact:

Deputy Practice Manager

Helen Flint

fwccg.hollandhousemanagers@nhs.net

01253955350

Date posted

08 August 2022

Pay scheme

Other

Salary

Depending on experience

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

A2373-22-0086

Job locations

Lytham Primary Care Centre

Victoria Street

Lytham

FY8 5DZ


Freckleton Health Centre

Douglas Drive

Freckleton

Preston

PR4 1RY


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