Patient Services Advisor

Job description

Job responsibilities

Please refer to attached job description for full details

Key tasks include:

Booking patient appointments with GPs or other health professionals using the practice appointments system

Supporting patients in accessing our on-line digital request system

Explaining practice arrangements to new patients who register with the practice both on a permanent and a temporary basis

Responding and helping with all queries and requests for assistance from patients and other visitors.

Being positive and supportive and treating everyone with dignity and respect.

Directing enquiries to the appropriate people and understanding and managing patient expectations through effective questioning.

Chaperoning during clinical consultations, as required following training and support

Sometimes there can be difficult conversations and part of the role will be handling these situations in a calm and professional manner with support from colleagues.

Being responsible, alongside colleagues, for opening and closing procedures for the surgery following suitable training

Responding to all general patient enquiries and following and directing patients through our practice processes and procedures.

Ensuring that colleagues are provided with any information about any unresolved or urgent matters either using the message book or internal email.

Prioritising workload according to daily requirements, through consultation with the Patient Services Lead and other team members.

Keeping all areas in the surgery tidy especially the reception and waiting room areas.

Ensuring that all outgoing patient correspondence is filed in order ready for collection.

Taking payments and issuing receipts for non-NHS work where appropriate.

Ensuring that all patient records are kept up to date within the remit of the role.

Ensuring that our strict confidentiality guidelines are adhered to

Ensuring that all equipment in the reception area is working before the start of the session, and during a shift, reporting any faults as and when discovered, to the Practice Operational Manager.

Using IT systems to enhance communication to patients

Person Specification

Other

Essential

• Access to own transport and ability to travel across the locality

Qualifications

Essential

• Good standard of education with excellent literacy and numeracy skills
• Excellent keyboard and word processing skills

Experience

Essential

• Experience of working with the general public
• Experience of working in a team
• Experience of working closely with colleagues, managers and clinicians
• Knowledge and experience of conflict management

Desirable

• Experience of working in a healthcare setting
• Knowledge of clinical systems
• Knowledge and experience of safeguarding

Skills and Aptitude

Essential

• Excellent communication skills and interpersonal skills
• Demonstrable IT skills including ability to use word processing skills, emails and the internet
• Telephone and switchboard operational skills
• Proven problem solving and organisational skills
• Ability to maintain a positive work environment
• Demonstrable attention to detail
• The ability to build relations with key internal and external colleagues
• Excellent time management skills
• Ability to listen and empathise with people
• Sensible and able to use own initiative
• Demonstrates honesty and integrity and promotes organisational values
• An ability to maintain confidentiality and trust
• Ability to work under pressure
• Proven team worker with ability to motivate others
• Able to demonstrate flexibility, enthusiasm and commitment
• Ability to demonstrate emotional resilience
• Ability to identify risk and assess/manage risk

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

The Middlewood Partnership

Address

Priorslegh Medical Centre

Park Lane

Poynton

Stockport

Cheshire

SK12 1GP

Employer's website

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