Patient Services Advisor
Southernhay House Surgery
This job is now closed
Job summary
Southernhay House Surgery are seeking enthusiastic, patient-focussed, organised and flexible people to join our team as Patient Service Advisors (PSA)
We are a friendly, willing and supportive team based across two sites in Exeter providing primary care services to over 8000 patients across our two sites.
Our main site is located in Exeter City centre and our Branch is in the Whipton area of Exeter.
Main duties of the job
As a PSA you will provide a source of contact for patients and act as a main point of communication between patients, doctors and other medical staff.
You will also be required to undertake and provide administrative functions in accordance with practice protocols and administrative support services to all members of the Practice team.
The ability to communicate well at all levels is essential, as is a good understanding of confidentiality and data protection.
About us
Our friendly, willing and supportive team includes Five partners, a salaried GP, GP Registrar, Practice Support Pharmacist, three Practice Nurses, a Healthcare Assistant, Practice Manager, Patient Services Manager and a team of administrative staff.
Date posted
14 October 2021
Pay scheme
Other
Salary
£18,759 to £19,240 a year
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A3272-21-1930
Job locations
30 Barnfield Road
Exeter
EX1 1RX
10 Whipton Village Road
Exeter
EX4 8AR
Job description
Job responsibilities
SOUTHERNHAY HOUSE SURGERY
Job Description
LOCATION:
Southernhay House Surgery and Whipton Branch Surgery
JOB TITLE:
Patient Services Advisor
RATE OF PAY:
£9.75 per hour (increasing to £10.00 on successful completion of probationary period)
REPORTS TO:
Patient Services Manager
ACCOUNTABLE TO:
Practice Manager & Partners
Job Summary
To provide a source of contact for patients and act as a main point of communication between patients, doctors and other medical staff.
To provide administrative support and services to all members of the Practice team across two sites.
- To utilise, maintain and manage the e-Referral system in line with national and local protocols.
- To undertake administrative functions in accordance with practice protocols.
To ensure the smooth & efficient flow of work in the office.
Main Duties and Responsibilities
Book patient appointments with GPs or other Health Professionals using the practice appointments system and in accordance with practice guidelines.
Explain practice arrangements to new patients who register with the practice both on a permanent or temporary basis.
Respond to all queries and requests for assistance from patients and other visitors.
Enter requests for home visits onto Visit screen, detailing all relevant information and inform the Duty Doctor where necessary.
Accept and action messages for Clinicians, using the SystmOne Task System as appropriate.
Advise patients of appropriate charges for private services, accept payment and issue receipts.
Issue Repeat Prescriptions (predominantly via Electronic Prescribing, but occasionally via FP10 (Paper)).
To receive incoming and initiate outgoing telephone calls and emails in order to facilitate timely and appropriate communications with others, taking messages and dealing with enquiries.
Ensure accurate data is recorded on the patients computer records and that paper notes are kept in chronological order as per protocol.
Assisting with audit in line with the GP contract.
Make thorough use of the Clinical System and other IT as appropriate.
Maintain stock levels in consulting rooms.
Open, distribute and dispatch mail.
Open and secure premise.
To cover for members of the admin team during periods of sickness and annual leave.
Deal with incoming and outgoing patient medical records in a timely manner, contacting the relevant organisations for urgent or missing items.
To provide an efficient audio, copy typing and word processing service for GPs, Practice Manager and Health Professionals as required. This includes the typing of letters, reports, patient referrals, minutes, memorandums etc. in an accurate and timely manner.
Fully maintain and manage the e-Referral system in accordance with national and local procedures, providing patients with information as appropriate and liaising with Health Professionals as required.
To assist with the following administrative functions as required:
o Medical Insurance/Local Authority/Medical Reports
o Maximise GP Contract outcomes including QOF & Enhanced Services using online tools and support e.g. Insight Solutions.
o Cytology
o Postnatal & baby checks
o Immunisations
o Drug Monitoring
o Recalls
o Run monthly searches as required for all chronic disease areas
o Assisting with audit in line with the GP contract
o Miscellaneous searches as and when required
o Maintain Carers Register
o Deal with incoming/outgoing patient records
o GP Links
o Registrations
o Scanning
o Coding
To maintain filing and administrative systems so that written or computer information is easily accessible and secure.
To assist with the gathering of statistics and information when required including completion of excel spread sheets.
To attend meetings and take minutes as required
Make thorough use of the SystmOne Clinical System and other IT as appropriate.
Open and secure premises as required.
Confidentiality
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
o Using personal security systems within the workplace according to practice guidelines
o Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
o Making effective use of training to update knowledge and skills
o Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazard
o To be aware of fire regulations and procedures, and to attend fire lectures annually
o Reporting potential risks identified.
Equality and Diversity
- The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
o Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
o Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
o Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
o Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
o Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the practice, and will:
o Alert other team members to issues of quality and risk
o Assess own performance and take accountability for own actions, either directly or under supervision
o Work effectively with individuals in other agencies to meet patients needs
o Effectively manage own time, workload and resources.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
o Communicate effectively with patients, carers and other team members
o To attend practice meetings as required
o Recognise peoples needs for alternative methods of communication and respond accordingly.
This job description will be subject to review in the light of changing circumstances and may include other duties and responsibilities as determined by the partners and practice manager in consultation with the job holder
Job description
Job responsibilities
SOUTHERNHAY HOUSE SURGERY
Job Description
LOCATION:
Southernhay House Surgery and Whipton Branch Surgery
JOB TITLE:
Patient Services Advisor
RATE OF PAY:
£9.75 per hour (increasing to £10.00 on successful completion of probationary period)
REPORTS TO:
Patient Services Manager
ACCOUNTABLE TO:
Practice Manager & Partners
Job Summary
To provide a source of contact for patients and act as a main point of communication between patients, doctors and other medical staff.
To provide administrative support and services to all members of the Practice team across two sites.
- To utilise, maintain and manage the e-Referral system in line with national and local protocols.
- To undertake administrative functions in accordance with practice protocols.
To ensure the smooth & efficient flow of work in the office.
Main Duties and Responsibilities
Book patient appointments with GPs or other Health Professionals using the practice appointments system and in accordance with practice guidelines.
Explain practice arrangements to new patients who register with the practice both on a permanent or temporary basis.
Respond to all queries and requests for assistance from patients and other visitors.
Enter requests for home visits onto Visit screen, detailing all relevant information and inform the Duty Doctor where necessary.
Accept and action messages for Clinicians, using the SystmOne Task System as appropriate.
Advise patients of appropriate charges for private services, accept payment and issue receipts.
Issue Repeat Prescriptions (predominantly via Electronic Prescribing, but occasionally via FP10 (Paper)).
To receive incoming and initiate outgoing telephone calls and emails in order to facilitate timely and appropriate communications with others, taking messages and dealing with enquiries.
Ensure accurate data is recorded on the patients computer records and that paper notes are kept in chronological order as per protocol.
Assisting with audit in line with the GP contract.
Make thorough use of the Clinical System and other IT as appropriate.
Maintain stock levels in consulting rooms.
Open, distribute and dispatch mail.
Open and secure premise.
To cover for members of the admin team during periods of sickness and annual leave.
Deal with incoming and outgoing patient medical records in a timely manner, contacting the relevant organisations for urgent or missing items.
To provide an efficient audio, copy typing and word processing service for GPs, Practice Manager and Health Professionals as required. This includes the typing of letters, reports, patient referrals, minutes, memorandums etc. in an accurate and timely manner.
Fully maintain and manage the e-Referral system in accordance with national and local procedures, providing patients with information as appropriate and liaising with Health Professionals as required.
To assist with the following administrative functions as required:
o Medical Insurance/Local Authority/Medical Reports
o Maximise GP Contract outcomes including QOF & Enhanced Services using online tools and support e.g. Insight Solutions.
o Cytology
o Postnatal & baby checks
o Immunisations
o Drug Monitoring
o Recalls
o Run monthly searches as required for all chronic disease areas
o Assisting with audit in line with the GP contract
o Miscellaneous searches as and when required
o Maintain Carers Register
o Deal with incoming/outgoing patient records
o GP Links
o Registrations
o Scanning
o Coding
To maintain filing and administrative systems so that written or computer information is easily accessible and secure.
To assist with the gathering of statistics and information when required including completion of excel spread sheets.
To attend meetings and take minutes as required
Make thorough use of the SystmOne Clinical System and other IT as appropriate.
Open and secure premises as required.
Confidentiality
- In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
- Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.
Health & Safety
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:
o Using personal security systems within the workplace according to practice guidelines
o Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
o Making effective use of training to update knowledge and skills
o Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazard
o To be aware of fire regulations and procedures, and to attend fire lectures annually
o Reporting potential risks identified.
Equality and Diversity
- The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:
o Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
o Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
o Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:
o Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development
o Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
Quality
The post-holder will strive to maintain quality within the practice, and will:
o Alert other team members to issues of quality and risk
o Assess own performance and take accountability for own actions, either directly or under supervision
o Work effectively with individuals in other agencies to meet patients needs
o Effectively manage own time, workload and resources.
Communication
The post-holder should recognise the importance of effective communication within the team and will strive to:
o Communicate effectively with patients, carers and other team members
o To attend practice meetings as required
o Recognise peoples needs for alternative methods of communication and respond accordingly.
This job description will be subject to review in the light of changing circumstances and may include other duties and responsibilities as determined by the partners and practice manager in consultation with the job holder
Person Specification
Qualifications
Essential
- English & Maths GCSE or Equivalent
Desirable
- Typing Qualification e.g. RSA/OCR
- Medical Terminology
Experience
Essential
- Previous experience in a customer-facing role.
- Previous experience in a role where many tasks require accurate completion in a short space of time.
Desirable
- Previous experience in a similar role.
- Knowledge of Primary Care & the role of GPs.
Skills & Qualities
Essential
- Competent use of IT
- Competent use of Word
- Organised
- Ability to communicate at all levels
- Prioritisation
- Achieving deadlines
- Attention to detail
- Able to work autonomously
- An ability to use own judgement, resourcefulness, common sense
- Enthusiasm with energy & drive
- Honest, caring, sympathetic & fair
- Good sense of humour
- Flexibility
- Team Player
- Understanding of the need for confidentiality
- Positive & cheerful disposition
- Adaptability to working environment
- Confident, calm & polite under pressure
Desirable
- Competent use of Excel
Person Specification
Qualifications
Essential
- English & Maths GCSE or Equivalent
Desirable
- Typing Qualification e.g. RSA/OCR
- Medical Terminology
Experience
Essential
- Previous experience in a customer-facing role.
- Previous experience in a role where many tasks require accurate completion in a short space of time.
Desirable
- Previous experience in a similar role.
- Knowledge of Primary Care & the role of GPs.
Skills & Qualities
Essential
- Competent use of IT
- Competent use of Word
- Organised
- Ability to communicate at all levels
- Prioritisation
- Achieving deadlines
- Attention to detail
- Able to work autonomously
- An ability to use own judgement, resourcefulness, common sense
- Enthusiasm with energy & drive
- Honest, caring, sympathetic & fair
- Good sense of humour
- Flexibility
- Team Player
- Understanding of the need for confidentiality
- Positive & cheerful disposition
- Adaptability to working environment
- Confident, calm & polite under pressure
Desirable
- Competent use of Excel
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
Southernhay House Surgery
Address
30 Barnfield Road
Exeter
EX1 1RX
Employer's website
https://www.southernhayhousesurgery.co.uk/ (Opens in a new tab)
Employer details
Employer name
Southernhay House Surgery
Address
30 Barnfield Road
Exeter
EX1 1RX
Employer's website
https://www.southernhayhousesurgery.co.uk/ (Opens in a new tab)
For questions about the job, contact:
Recruitment Department
Date posted
14 October 2021
Pay scheme
Other
Salary
£18,759 to £19,240 a year
Contract
Permanent
Working pattern
Full-time, Part-time
Reference number
A3272-21-1930
Job locations
30 Barnfield Road
Exeter
EX1 1RX
10 Whipton Village Road
Exeter
EX4 8AR
Supporting documents
Privacy notice
Southernhay House Surgery's privacy notice (opens in a new tab)