Job summary
Bay Medical Group is a large and busy general practice providing service to the population of Morecambe and Heysham. We are currently looking for enthusiastic, customer focused Patient Advisors to join our friendly team working on reception and in our phone room. This is a vital role and requires strong customer service skills. Previous NHS experience is not necessary, but you should have a real interest in being part of team working to improve patient outcomes.
We are happy to consider applications for full (37.5 hpw) or part time hours. As a Patient Advisor you will work flexibly between 7.30am - 8pm, Monday to Friday. The working patterns are set shifts and floating shifts on a 2 week rota.
We operate out of 5 sites across Morecambe and as a Patient Advisor whilst you will have one site identified as your main site, you may be asked to work in any of these. You will also be rota'd to work some of your shifts in the phone room at West End.
If you have a particular interest and experience in a call centre, it may be possible to just work in the phone room. You should register this in your application.
We are keen to hear from you if you enjoy providing outstanding customer service, and have excellent communication and IT skills. We are looking for a flexible approach and good team work.
Main duties of the job
Be the first point of contact for all patients attending and/or contacting the Practice via telephone.
Optimise the patients journey and be an ambassador for the Practice.
Project a positive and friendly image to patients and other visitors,
Work as part of the Practice team and provide a key point of contact for communication between all patients, members of the primary health care team, secondary care and other associated healthcare professionals and voluntary services
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way
Undertake a variety of administrative duties to assist the smooth running of the practice.
Working for us we can offer you:
- A comprehensive induction to the role and training plan
- Access to the NHS Pension Scheme
- Possible career development in customer service, health care and administration
- Incremental annual leave scheme starting at 20 days annual leave plus 8 Bank Holidays, and increasing by 1 day each year to 25 days annual leave plus 8 Bank Holidays after 5 years service (all pro rata)
- Access to Occupational Sick Pay scheme after one year.
- Access to NHS discount scheme
- Cycle to work scheme
About us
Bay Medical Group is proud to be the general practice serving the population of Morecambe and Heysham. We operate out of 5 sites and deliver general medical services to c54,000 patients.
Formed in 2016/17 by established legacy practices in the town, we are fortunate to be a single at scale provider in a distinct geographical area and as such were able to establish the Primary Care Network (PCN) for Morecambe and Heysham in July 2019, with Bay Medical Group as the only Practice in the PCN.
Our patients are at the heart of everything we do. We have been successfully diversifying our workforce over the past few years and developing pathways which enable our patients to see the right person, at the right time in the right place. As a Practice and PCN we work closely with our Integrated Care Community and other local health, social care and third sector providers to improve the health and wellbeing of the local population.
Bay Medical Group - for happier, healthier people.
Job description
Job responsibilities
MAJOR DUTIES AND RESPONSIBILITIES OF THE POST
The duties and responsibilities to be undertaken by members of the Patient Advisor Team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Practice Operations Manager, dependent on current and evolving practice workload and staffing levels:
Provide clear concise information to patients
Acknowledge all visitors on arrival
- Registration of new/temporary patients to be in accordance with the Practice Protocol, ensuring the patients reside within the Practice boundaries, and explaining all relevant practice procedures to these patients
- Arrange all routine appointments for patients including: GP, Nurse, HCA, Phlebotomy and all other service providers for whom we run appointment systems.
- Patients requiring urgent medical assistance on the day are to be assessed appropriately, ensuring the UC Protocol/SDS/Triage protocols are referred to and followed at all times.
- Respond to all queries and requests for assistance from patients and other visitors either via desk or telephone.
- Be aware of the clinicians currently working in the building, observe clinics running late and advise patients who are waiting and apologise
- When accepting any specimen samples - ensure that this is documented on patients records and relevant clinician is notified as necessary.
- Communicate test results to patients
- Advise patients of relevant charges for Private Services. Take payment and issue receipts in accordance with the Reports/Private work Protocol.
- Deal with medication requests. Liaise closely with the Practice Medicine Management Team
- Distribute prescriptions to patients/chemists ensuring the signing out book on reception is completed correctly.
- Arrange urgent ambulance transportation at the request of a clinician; ensuring a booking reference is obtain and documented on the patients records.
- Provide an efficient and detailed handover to the colleague taking over from your shift
- Liaise with service providers such as District Nurses, Practice Nurses, Health Visitors, Midwife and other service providers.
- Individual staff folders to be maintained and kept up to date at all times.
- Complete Tasks and Workflows on a daily basis; ensuring individual task/workflow sheet completed and passed to senior receptionist at the end of each shift.
- Outlook Emails to be read carefully/daily and Outlook to be kept open during each shift, with attention paid to updates
- Provide administrative support to the Practice such as opening, dating and distributing mail, faxing/ photocopying and other general admin tasks
- Ensure all doors to the building, all windows and our rooms are closed and locked at the end of each working day.
- Alarm to be set when you are the last members of the Practice to leave the building.
- Provide infection control services such as cleaning after spills or accidents, which may include bodily fluids
- Provide chaperone duties for patients.
Practice Appointment Systems:
- Ensure total familiarity with all appointment systems in effect including any variations.
- Follow Practice Protocols for booking appointments e.g. Nurse Matrix, UC Protocol, Same Day Service Protocol
- Task Admin staff to arrange medicals i.e HGV, Taxi etc.
Prepare Consulting Rooms:
- Ensure that consulting rooms are prepared in readiness for each consulting session, checking full range of forms and equipment, restocking where required.
- Ensure that the consulting rooms are checked at the end of each consulting session and left tidy and secure. Checklist on sites to be completed daily.
Urgent Care phone room:
- Be available and logged on your computer/telephones at start of each shift.
- Receive calls and manage all enquires as required ensuring patient confidentiality is upheld at all times.
- Make every contact count - ensure calls cleared fully at the time, removing the need for unnecessary call backs.
- Liaise closely with Duty Team ensuring UC protocol is followed at all times.
- Complete EMIS/Same Day Service Templates fully for all Urgent Care appointments.
- Report any problems with phone/IT systems to Urgent Care Manager
- Telephone calls must be answered swiftly and processed efficiently and courteously
- Ensure UC Protocols are referred to; and if unsure liaise with UC or Site Manager/Duty Doctor/Advanced Practitioner
- All staff to notify the Urgent Care Manager prior to logging out of the phones for any reason/end of shift.
- Work station/headsets to be kept clean, tidy and in good state of repair
- Actively participate in regular telephone call review monitoring with line manager to improve quality of the patient experience
Job description
Job responsibilities
MAJOR DUTIES AND RESPONSIBILITIES OF THE POST
The duties and responsibilities to be undertaken by members of the Patient Advisor Team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Practice Operations Manager, dependent on current and evolving practice workload and staffing levels:
Provide clear concise information to patients
Acknowledge all visitors on arrival
- Registration of new/temporary patients to be in accordance with the Practice Protocol, ensuring the patients reside within the Practice boundaries, and explaining all relevant practice procedures to these patients
- Arrange all routine appointments for patients including: GP, Nurse, HCA, Phlebotomy and all other service providers for whom we run appointment systems.
- Patients requiring urgent medical assistance on the day are to be assessed appropriately, ensuring the UC Protocol/SDS/Triage protocols are referred to and followed at all times.
- Respond to all queries and requests for assistance from patients and other visitors either via desk or telephone.
- Be aware of the clinicians currently working in the building, observe clinics running late and advise patients who are waiting and apologise
- When accepting any specimen samples - ensure that this is documented on patients records and relevant clinician is notified as necessary.
- Communicate test results to patients
- Advise patients of relevant charges for Private Services. Take payment and issue receipts in accordance with the Reports/Private work Protocol.
- Deal with medication requests. Liaise closely with the Practice Medicine Management Team
- Distribute prescriptions to patients/chemists ensuring the signing out book on reception is completed correctly.
- Arrange urgent ambulance transportation at the request of a clinician; ensuring a booking reference is obtain and documented on the patients records.
- Provide an efficient and detailed handover to the colleague taking over from your shift
- Liaise with service providers such as District Nurses, Practice Nurses, Health Visitors, Midwife and other service providers.
- Individual staff folders to be maintained and kept up to date at all times.
- Complete Tasks and Workflows on a daily basis; ensuring individual task/workflow sheet completed and passed to senior receptionist at the end of each shift.
- Outlook Emails to be read carefully/daily and Outlook to be kept open during each shift, with attention paid to updates
- Provide administrative support to the Practice such as opening, dating and distributing mail, faxing/ photocopying and other general admin tasks
- Ensure all doors to the building, all windows and our rooms are closed and locked at the end of each working day.
- Alarm to be set when you are the last members of the Practice to leave the building.
- Provide infection control services such as cleaning after spills or accidents, which may include bodily fluids
- Provide chaperone duties for patients.
Practice Appointment Systems:
- Ensure total familiarity with all appointment systems in effect including any variations.
- Follow Practice Protocols for booking appointments e.g. Nurse Matrix, UC Protocol, Same Day Service Protocol
- Task Admin staff to arrange medicals i.e HGV, Taxi etc.
Prepare Consulting Rooms:
- Ensure that consulting rooms are prepared in readiness for each consulting session, checking full range of forms and equipment, restocking where required.
- Ensure that the consulting rooms are checked at the end of each consulting session and left tidy and secure. Checklist on sites to be completed daily.
Urgent Care phone room:
- Be available and logged on your computer/telephones at start of each shift.
- Receive calls and manage all enquires as required ensuring patient confidentiality is upheld at all times.
- Make every contact count - ensure calls cleared fully at the time, removing the need for unnecessary call backs.
- Liaise closely with Duty Team ensuring UC protocol is followed at all times.
- Complete EMIS/Same Day Service Templates fully for all Urgent Care appointments.
- Report any problems with phone/IT systems to Urgent Care Manager
- Telephone calls must be answered swiftly and processed efficiently and courteously
- Ensure UC Protocols are referred to; and if unsure liaise with UC or Site Manager/Duty Doctor/Advanced Practitioner
- All staff to notify the Urgent Care Manager prior to logging out of the phones for any reason/end of shift.
- Work station/headsets to be kept clean, tidy and in good state of repair
- Actively participate in regular telephone call review monitoring with line manager to improve quality of the patient experience
Person Specification
Characteristics
Essential
- Focussed on delivering a quality service Can function under pressure. Understanding of confidentiality. Confident with delegated responsibility. Good attendance/ time keeping record. Physically able to undertake responsibilities of the role Presentable and tidy appearance
Qualifications
Essential
Desirable
- GCSE English and Maths NVQ in Customer Service or prepared to undertake NVQ
Experience
Essential
- Proficient in use of Microsoft Word, Outlook. Operating as part of a team.
Desirable
- Working in a Primary Care setting. Customer Service.
Skills
Essential
- Excellent communication skills. Confident working with people face to face and over the telephone. Keyboard skills for regular use of computer systems. Organisational skills. Accuracy. Mentally and emotionally able to deal with the demands of the role e.g. distressed patients/ pressurised environment.
Desirable
- Knowledge of medical terminology. Use of EMIS system.
Other
Essential
- Reliable transport. Flexible to work across sites and early mornings/ evenings in line with business needs.
Desirable
Person Specification
Characteristics
Essential
- Focussed on delivering a quality service Can function under pressure. Understanding of confidentiality. Confident with delegated responsibility. Good attendance/ time keeping record. Physically able to undertake responsibilities of the role Presentable and tidy appearance
Qualifications
Essential
Desirable
- GCSE English and Maths NVQ in Customer Service or prepared to undertake NVQ
Experience
Essential
- Proficient in use of Microsoft Word, Outlook. Operating as part of a team.
Desirable
- Working in a Primary Care setting. Customer Service.
Skills
Essential
- Excellent communication skills. Confident working with people face to face and over the telephone. Keyboard skills for regular use of computer systems. Organisational skills. Accuracy. Mentally and emotionally able to deal with the demands of the role e.g. distressed patients/ pressurised environment.
Desirable
- Knowledge of medical terminology. Use of EMIS system.
Other
Essential
- Reliable transport. Flexible to work across sites and early mornings/ evenings in line with business needs.
Desirable
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.
