Patient Service Advisor

Job description

Job responsibilities

The following are the core responsibilities of a Patient Service Advisor. There may be, on occasion, a requirement to carry out other tasks. This will be dependent upon factors such as workload and staffing levels:

a. Maintain and monitor the practice appointment system

b. Process personal, telephone and e-requests for appointments

c. Answer incoming phone calls, transferring calls or dealing with the callers request appropriately

d. Signpost patients to the correct service

e. Initiating contact with and responding to, requests from patients, team members and external agencies

f. Clinically code data on EMIS WEB

g. Photocopy documentation as required

h. Input data into patients healthcare records as necessary

i. Direct requests for information, i.e., SAR, insurance/solicitors letters and DVLA forms to the administrative team

j. Manage all queries as necessary in an efficient manner

k. Carry out system searches as requested

l. Maintain a clean, tidy, effective working area at all times

m. Monitor and maintain the reception area and notice boards

n. Support all clinical staff with general tasks as requested

In addition to the primary responsibilities, the Patient Service Advisor may be requested to:

a. Partake in audit as directed by the audit lead

b. Support administrative staff, providing cover during staff absences

c. Action incoming emails and correspondence as necessary

d. Scan patient related documentation and attach scanned documents to patients healthcare records

e. Complete opening and closing procedures in accordance with the duty rota

f. As required support in the management of repeat prescriptions, ensuring they are processed accurately and efficiently

g. Order and monitor stationery supplies

h. Produce, maintain and participate in the Patient Service Advisor rota for lunch and out of hours cover

h. Identify and provide team training where required

i. Support the practice manager with all Patient Participation Group related matters

k. Support the health promotion lead and display promotional material on the allocated noticed boards and in the waiting room

Person Specification

Qualifications

Essential

• Good literacy skills (spelling, comprehension etc)
• Good numeracy skills
• Educated to a GCSE-level standard

Desirable

• Fluent in other languages
• AMSPAR Receptionist Qualification
• NVQ Level 2 in Health and Social Care

Experience

Essential

• Experience of working with the general public

Desirable

• Experience of administrative duties
• Experience of working in a healthcare setting

Personal Qualities

Essential

• Polite and confident
• Flexible and co-operative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Flexibility to work outside of core office hours
• Disclosure Barring Service (DBS) check

Skills

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 and organising
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Desirable

• EMIS User skills

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

Manchester Integrative Medical Practice

Address

Moss Side Health Centre

Monton Street

Manchester

M14 4GP

Employer's website

https://mimp.org.uk/ (Opens in a new tab)