Job summary
This is a fast-paced role in a busy and demanding environment. We need our staff to be resilient, well-organised, able to problem solve and multi-task in a self-motivated manner, whilst maintaining a friendly and approachable demeanour.
Patient Advisors are the front-line of the surgery, dealing with hundreds of patient requests each day: on the telephones, in person or online.It's busy, but rewarding. Our AI-based triage system means that every patient contact should have a resolution.
Please note that this is a fixed-term post for one-year's maternity cover.
Main duties of the job
Our Patient Services Team work across our surgeries to:
- Create a positive, friendly and caring patient experience;
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a personable, efficient and effective manner;
- Undertake a variety of administrative duties to assist in the smooth running of the Practice, including the provision of clerical support to all members of the clinical and non-clinical team;
- 4.Facilitate effective communication between patients, team members and other healthcare agencies;
- Maintain a thorough knowledge of Practice procedures and processes;
- Ensure GDPR requirements are followed; and,
- Ensure accuracy when recording details onto patient records.
A flexible approach to the needs of the service we are providing is required.
About us
Alyn Family Doctors is a long-established group of family doctors working in partnership in the villages of Llay, Gresford and Rossett and surrounding areas near Wrexham in North Wales.
We have approximately 12,700 patients cared for by eight GP partners and a team of healthcare professionals. The practice operates a total triage system overseen by a GP partner each day. The administration team includes a nursing administrator and patient engagement co-ordinator. The practice is highly regarded and received excellent scores in the most recent NHS Wales Patient Experience survey.
We aim to:
- Provide tailor-made care to our patients, ensuring that all patients are treated with dignity, respect and compassion
- Work with our local communities to promote healthy living and well-being.
Job description
Job responsibilities
Our Patient Services Team works across our surgeries to:
- Create a positive, friendly and caring patient experience;
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a personable, efficient and effective manner;
- Undertake a variety of administrative duties to assist in the smooth running of the Practice, including the provision of clerical support to all members of the clinical and non-clinical team;
- Facilitate effective communication between patients, team members and other healthcare agencies;
- Maintain a thorough knowledge of Practice procedures and processes;
- Ensure GDPR requirements are followed; and,
- Ensure accuracy when recording details onto patient records.
- A flexible approach to the needs of the service we are providing is required.
Duties and responsibilities
The duties and responsibilities may include any, or all of, the items in the following list:
Reception
- Greeting of patients and visitors
- Processing requests for appointments, visits and consultations clearly, politely and efficiently
- Signposting patients to appropriate healthcare professionals and services
- Dealing with all telephone queries from patients and acting as liaison with doctors and other staff as necessary
- Allocate appointments sensibly, using initiative where appropriate
- Registering new patients and explaining practice procedures
- Process repeat prescription requests
- Updating the patient record system
- Ensuring the reception area and waiting areas are tidy and clean during surgery hours
General administration
Scanning and filing of correspondence into patients records
- Dealing with incoming emails and electronic triage requests
- Dealing with incoming post
- General photocopying, stock ordering, petty cash purchases, filing
- Tasks from GPs and senior management
- Ensuring consultation rooms are equipped adequately for surgery, e.g. with stationery and printer cartridges
General responsibilities
- Respect patients confidentiality in accordance with the practices policies, at all times
- Carry out responsibilities with due regard to equal opportunities legislation and policies, at all times
- Participate enthusiastically in any training programmes implemented by the practice
Job description
Job responsibilities
Our Patient Services Team works across our surgeries to:
- Create a positive, friendly and caring patient experience;
- Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a personable, efficient and effective manner;
- Undertake a variety of administrative duties to assist in the smooth running of the Practice, including the provision of clerical support to all members of the clinical and non-clinical team;
- Facilitate effective communication between patients, team members and other healthcare agencies;
- Maintain a thorough knowledge of Practice procedures and processes;
- Ensure GDPR requirements are followed; and,
- Ensure accuracy when recording details onto patient records.
- A flexible approach to the needs of the service we are providing is required.
Duties and responsibilities
The duties and responsibilities may include any, or all of, the items in the following list:
Reception
- Greeting of patients and visitors
- Processing requests for appointments, visits and consultations clearly, politely and efficiently
- Signposting patients to appropriate healthcare professionals and services
- Dealing with all telephone queries from patients and acting as liaison with doctors and other staff as necessary
- Allocate appointments sensibly, using initiative where appropriate
- Registering new patients and explaining practice procedures
- Process repeat prescription requests
- Updating the patient record system
- Ensuring the reception area and waiting areas are tidy and clean during surgery hours
General administration
Scanning and filing of correspondence into patients records
- Dealing with incoming emails and electronic triage requests
- Dealing with incoming post
- General photocopying, stock ordering, petty cash purchases, filing
- Tasks from GPs and senior management
- Ensuring consultation rooms are equipped adequately for surgery, e.g. with stationery and printer cartridges
General responsibilities
- Respect patients confidentiality in accordance with the practices policies, at all times
- Carry out responsibilities with due regard to equal opportunities legislation and policies, at all times
- Participate enthusiastically in any training programmes implemented by the practice
Person Specification
Qualifications
Essential
- Good standard of written English, e.g. GCSE English at grade C or equivalent
Desirable
- ECDL or equivalent basic IT skills in word processing
Experience
Essential
- Customer service experience
- Good IT skills
Desirable
- Previous administration experience within healthcare / general practice
- Experience of EMIS clinical system
Personal qualities
Essential
- Excellent communication and interpersonal skills
- Well-organised
- Attention to detail thorough and able to maintain an high standard of accuracy and quality
- Calm under pressure
- Able to work as part of a team
- A flexible approach to the needs of the service
Desirable
- Experience dealing with challenging people
- Ability to speak Welsh
Person Specification
Qualifications
Essential
- Good standard of written English, e.g. GCSE English at grade C or equivalent
Desirable
- ECDL or equivalent basic IT skills in word processing
Experience
Essential
- Customer service experience
- Good IT skills
Desirable
- Previous administration experience within healthcare / general practice
- Experience of EMIS clinical system
Personal qualities
Essential
- Excellent communication and interpersonal skills
- Well-organised
- Attention to detail thorough and able to maintain an high standard of accuracy and quality
- Calm under pressure
- Able to work as part of a team
- A flexible approach to the needs of the service
Desirable
- Experience dealing with challenging people
- Ability to speak Welsh
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.
