Job summary
We are now looking for a Patient Services Advisor to provide
support to our patients to ensure their healthcare needs are met and to our
staff to ensure that, together, we offer an outstanding healthcare experience
to every patient. Your role has three main aims:
-
To facilitate patient access to the appropriate primary care
service or healthcare professional
-
Ensure effective communication between patients, practice staff, both clinical and non-clinical, as well as wider members of primary and
secondary care, and associated healthcare agencies
-
Provide wide-ranging administrative support to enable the smooth
running of the Practice.
By its nature this is a varied role, whose priorities of the day
can vary tremendously. You should be enthusiastic, adaptable, and
solutions-minded, with a strong natural aptitude for technology, and credible
experience in patient support or customer service roles. Primary healthcare is
broad, complex, and ever-changing, so there are endless opportunities to learn.
This is a great role for you if you love learning new things tools,
technologies, processes and you thrive off being kept on your toes to adapt
as things change, while contributing to a bigger picture.
Main duties of the job
Deal with a wide range of patient enquiries by telephone, face-to-face, and online through our remote consultation platform, AskMyGP
Build and maintain a solid grasp of the key pathways to care and the processes required to ensure patients get the care they need
Communicate proactively with colleagues across the practice
Be familiar with the clinical rota on each day, including where clinicians are working, so that you can advise patients accordingly
Complete new and temporary registrations
Communicate normal test results to patients, and manage any follow up queries
Act as first point of contact for the organisation, both internally and externally, and signpost effectively
Record patient communications accurately and succinctly on relevant patient systems
About us
Mereside Medical is a
flourishing group of three East Cambridgeshire practices in Ely, Haddenham and
Soham, together serving c.40,000 patients.
As a group, weve
grown rapidly and now employ more than 140 people across the three practices.
We are people-centred in our approach to work and believe that every contact
that a patient has with our staff is as valuable as the next in the patient
journey. We believe in clinical excellence, and that general practice is the
cornerstone of well-being in our community. We are innovative and
forward-looking, and we embrace technology to enable more effective, efficient,
and connected ways of working to deliver ever better outcomes for our patients.
Our goal is to
deliver on the ambitions laid out in the GP forward view in a way that is
locally relevant, valued by patients, and satisfying for our staff. In addition
to our core general practice work we run a large clinical research trials unit
and we work closely with the ICB to develop innovative ways to improve local
service provision. We are the lead practice for one of the two local PCNs and
are represented in both.
Job description
Job responsibilities
Your responsibilities
Patient enquiries
Deal with a wide range of patient enquiries by telephone, face-to-face, and online through our remote consultation platform, AskMyGP, ensuring that patients are directed to the most appropriate healthcare professional in a timely manner.
Build and maintain a solid grasp of the key pathways to care and the processes required to ensure patients get the care they need.
Communicate proactively with colleagues across the practice to ensure that you and staff are aware of any protocol changes or patient updates, and that patients are always given the most up to date guidance and advice.
Be familiar with the clinical rota on each day, including where clinicians are working, so that you can advise patients accordingly.
Complete new and temporary registrations, explaining practice procedures to patients and ensuring all necessary forms are completed and stored promptly.
Communicate normal test results to patients, and manage any follow up queries.
Act as first point of contact for the organisation, both internally and externally, and signpost effectively.
Record patient communications accurately and succinctly on relevant patient systems, processing and recording information in accordance with practice procedures.
Administration
Open incoming post, and scan and assign letters from hospitals and outside agencies to the correct notes and Doctors
Monitor and action individual/team tasks, working collaboratively as a team to ensure tasks are dealt with in a timely manner.
Provide general administrative support to Practice staff as requested.
Practice support
- Open and lock up the practice premises and maintain security according to the Practice policy.
Transfer telephone system to the out of hours service and back to the Practice according to Practice policy and requirements.
Ensure the non-clinical workspace is kept tidy and organised.
You may be required to travel and work at various locations including all of the organisation's sites as determined by the needs of the organisation.
You should have or be:
- Service-minded, driven to help others and make the patient experience as straightforward as possible.
- Confident talking to patients from diverse backgrounds with diverse needs, with demonstrable experience of guiding patients through challenging conversations to a successful conclusion.
- A diplomatic communicator and skilled listener, effective at representing the organisation professionally, and managing expectations of both colleagues and patients.
- Adaptable, responsive, and learning-minded in a fast-paced and rapidly changing environment.
- Organised and methodical in your approach to ensuring that tasks and processes are completed on time.
- Adept at managing complexity and uncertainty in real time with patients.
- Pro-active in spotting issues or gaps in information or process, and finding pragmatic solutions to problems.
- Competent in, and keen to learn, the use of technology and software, including online tools, to facilitate more collaborative, effective working and deliver better patient experience.
It would be an advantage if you also:
- Have experience working in Primary Care
Job description
Job responsibilities
Your responsibilities
Patient enquiries
Deal with a wide range of patient enquiries by telephone, face-to-face, and online through our remote consultation platform, AskMyGP, ensuring that patients are directed to the most appropriate healthcare professional in a timely manner.
Build and maintain a solid grasp of the key pathways to care and the processes required to ensure patients get the care they need.
Communicate proactively with colleagues across the practice to ensure that you and staff are aware of any protocol changes or patient updates, and that patients are always given the most up to date guidance and advice.
Be familiar with the clinical rota on each day, including where clinicians are working, so that you can advise patients accordingly.
Complete new and temporary registrations, explaining practice procedures to patients and ensuring all necessary forms are completed and stored promptly.
Communicate normal test results to patients, and manage any follow up queries.
Act as first point of contact for the organisation, both internally and externally, and signpost effectively.
Record patient communications accurately and succinctly on relevant patient systems, processing and recording information in accordance with practice procedures.
Administration
Open incoming post, and scan and assign letters from hospitals and outside agencies to the correct notes and Doctors
Monitor and action individual/team tasks, working collaboratively as a team to ensure tasks are dealt with in a timely manner.
Provide general administrative support to Practice staff as requested.
Practice support
- Open and lock up the practice premises and maintain security according to the Practice policy.
Transfer telephone system to the out of hours service and back to the Practice according to Practice policy and requirements.
Ensure the non-clinical workspace is kept tidy and organised.
You may be required to travel and work at various locations including all of the organisation's sites as determined by the needs of the organisation.
You should have or be:
- Service-minded, driven to help others and make the patient experience as straightforward as possible.
- Confident talking to patients from diverse backgrounds with diverse needs, with demonstrable experience of guiding patients through challenging conversations to a successful conclusion.
- A diplomatic communicator and skilled listener, effective at representing the organisation professionally, and managing expectations of both colleagues and patients.
- Adaptable, responsive, and learning-minded in a fast-paced and rapidly changing environment.
- Organised and methodical in your approach to ensuring that tasks and processes are completed on time.
- Adept at managing complexity and uncertainty in real time with patients.
- Pro-active in spotting issues or gaps in information or process, and finding pragmatic solutions to problems.
- Competent in, and keen to learn, the use of technology and software, including online tools, to facilitate more collaborative, effective working and deliver better patient experience.
It would be an advantage if you also:
- Have experience working in Primary Care
Person Specification
Experience
Essential
- By its nature this is a varied role, whose priorities of the day can vary tremendously. You should be enthusiastic, adaptable, and solutions-minded, with a strong natural aptitude for technology, and credible experience in patient support or customer service roles. Primary healthcare is broad, complex, and ever-changing, so there are endless opportunities to learn. This is a great role for you if you love learning new things tools, technologies, processes and you thrive off being kept on your toes to adapt as things change, while contributing to a bigger picture.
Person Specification
Experience
Essential
- By its nature this is a varied role, whose priorities of the day can vary tremendously. You should be enthusiastic, adaptable, and solutions-minded, with a strong natural aptitude for technology, and credible experience in patient support or customer service roles. Primary healthcare is broad, complex, and ever-changing, so there are endless opportunities to learn. This is a great role for you if you love learning new things tools, technologies, processes and you thrive off being kept on your toes to adapt as things change, while contributing to a bigger picture.
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.
