Job responsibilities
J O B D E S C R I P T I O N
Patient Advisors
Job Title: Patient Advisor
Main Purpose of the Post: To provide a point of contact for patients and
act as a focal point of communication between patients, doctors, nurses and other members of the team. To assist doctors in their efforts to offer an effective and efficient service to their patients.
Responsible to: Practice Manager/ Admin Manager
Job summary
Much of your work follows protocols and procedures, however this post asks to show considerable initiative to be able to develop, organise and prioritise workload
You will operate as a member of a Team
You may be asked to participate in the setting of strategic aims of the practice and work along side other members of the team to achieve set goals
You are encouraged to develop and maintain up to date training (Bluestream)
At all times you must work within your area of competence
To attend Joint and Administrative meetings each week
Main Duties and Responsibilities
- Reception Duties:
Ensure efficiency of appointment system and monitor correct flow of patients into clinical rooms.
Assess the patient request for a GP appointment
1. Triage
2. GP telephone call
3. Visit
4. Care navigation to other organizations (MSK, Pharmacy referrals, podiatry, Minor Eye ailments, Dental, Mental Health (Adult and Children)
5. Direct to Website to submit online query.
Explain practice arrangements and formal requirements to new patients and those seeking temporary treatment, ensure forms are completed.
Advise relevant charges for private services, accept payments, document and issue receipts for same
Respond to all queries and requests for assistance from patients and other visitors
Enter requests for home visits onto the On the Day clinical pool list, request contact details, including all relevant information.
Ensure that requests for repeat prescriptions are dealt with in accordance with the Practice protocol and processed appropriately
Enter patients change of address details on to the computer and keep records up to date.
Enter relevant documentation onto the computer when appropriate
Deal with samples appropriately that are handed over reception by patients
Any other job which occurs and is relevant to the smooth running of the practice
Manage the practice NHS email account
Dealing with daily task including liaising with other NHS organizations/hospital/PCN and Allied professionals.
Chaperone clinicians if covered by DBS.
- Management of Appointment system
Monitor effectiveness of the system and report any problems
Ensure familiarity with all appointment systems
Book appointments and reviews ensuring sufficient information is recorded
Booking cross organisation appointments (PCAS MSK MH Paramedic)
Advise patients of any delays in surgeries due to emergencies etc.
- Management of Medical Record
Ensure correspondence, reports, results etc are filed in the correct record
Note summarising of medical record on completion of appropriate training
Opening of daily post and deal with appropriately
Scan and manage hospital letters received in the post and electronically file from Docman system
- Operation of Telephone System
Receive and make calls are required, diverting calls and taking messages which should be documented as appropriate
Ensure that the system is operational at the beginning of each day and switched over to night service at the end of the day
Receiving queries over the telephone and processing them according to the practice protocol
- Start and End of Day Procedures
In the absence of the Housekeeper, opening of premises at the start of the day,
In the absence of the Housekeeper, secure the premises at the end of the day, ensure the building is totally secure, internal lights off as necessary, external lights switched on, computers switched off and alarm activated.
Special Requirements of the Post
An understanding, acceptance and adherence to the need for strict confidentiality with patients and other members of staff
An ability to use own judgement, resourcefulness, common sense and local knowledge, to respond to patients enquiries and requests
Excellent communication skills
Relevant computer skills for the post