Patient Services Advisor

Job description

Job responsibilities

KEY RESULT AREAS/RESPONSIBILITIES:

• Assist patients with obtaining appointments at a time and place convenient to them both face to face and over the telephone.
• Respond to patients requests for information or assistance by ensuring these requests are directed to the most appropriate person in the practice.
• Respond to doctors and other clinical members of staff requests for information or assistance and to liase with external agencies as necessary, anticipating problems and seeking solutions in advance.
• Providing cover for the main reception telephone.
• Ensuring messages are passed on quickly and accurately and that all necessary action is taken.
• Ensure e-mails are responded to in a timely manner and that all necessary action is taken.
• Ensure filing is kept up to date.
• Assist with post opening and distribution of correspondence.
• Receive, send, file or dispose of information in a secure manner to ensure that confidentiality of information is maintained.
• Providing cover for the main reception desk.
• Ensure daily surgeries run efficiently and smoothly, advising patients of any delays.
• Registering new patients to the Practice.
• Scanning correspondence into patients medical records.
• Undertake straightforward coding of results into patients medical records.
• Assist in maintaining a clean and tidy waiting room.
• Managing the contents of the community notice board/health promotion boards in the main reception areas.
• Assist in the maintenance, reviews and updates of reception procedures and protocols.
• Greeting visitors to the practice.
• To operate in accordance with the practice protocols and guidelines.
• To undertake opening and closing procedures which will include; ensuring that the building is secure and un-setting/ setting security alarm.
• Be willing to take on additional tasks and duties, for which training will be given, in order to be able to provide a full reception service1 at any one of the three sites.

CONFIDENTIALITY

In the course of seeking treatment, patients entrust the practice with, or allow the practice to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately.

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 however stored is to be regarded as strictly confidential and staff should only access information held in the Practice for a valid purpose and only appropriate to their job role and will be required to sign an agreement to this effect.

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in the proper course of your employment or as required by legislation.

HEALTH & SAFETY

The post-holder will assist in promoting and maintaining their own and others health, safety and security, to include:

• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks thereby contributing to a safe working environment
• Using security systems within the workplace according to Practice guidelines
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way as to minimise the risk of healthcare associated infection
• Reporting potential risks identified.

EQUALITY AND DIVERSITY

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• 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
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• 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, including:

• Active participation in regular individual performance review, including an annual appraisal
• Taking responsibility for maintaining a record of own personal and/or professional development
• Active participation in training to update knowledge and skills in order to maintain competency, including mandatory training.

QUALITY

The post-holder will strive to maintain quality within the Practice, and will:

• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams/Practices performance
• Contribute to the achievement of practice contractual obligations and targets.
• Alert other team members to issues of quality and risk
• Assess own performance and take accountability for own actions, either directly or under supervision
• Support a culture of sharing information, knowledge and reflective practice
• Work effectively with individuals in other agencies to meet patients needs
• Effectively manage own time, workload and resources.
• Apply Practice policies, standards and guidance.

COMMUNICATION

The post-holder should recognise the importance of effective communication within the team and will strive to:

• Communicate effectively with other team members
• Communicate effectively with patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly.

CONTRIBUTION TO THE IMPLEMENTATION OF SERVICES

The post-holder will:

• Apply Practice policies, standards and guidance
• Remain up to date with the practice objectives
• Take a full and active part in the staff meetings offering views and opinions to inform decision- making in the practice
• Participate in audit where appropriate.

Person Specification

Qualifications

Essential

• GCSE A- C English and Maths

Experience

Desirable

• Experience of working in primary care
• Experience of working in a GP practice

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

Ariel Healthcare

Address

St Mary's Crescent

Chard

Somerset

TA20 2DZ

Employer's website

https://www.arielhealthcare.nhs.uk/ (Opens in a new tab)