Patient Services Assistant

Job description

Job responsibilities

To receive and greet patients, clients and visitors to the service in a welcoming and professional manner and to act as a point of contact between patients, clients, visitors, GPs, healthcare professionals, Partners and Practice staff

To engage with patients/clients, provide advice and proactively signpost them to the most appropriate clinician/service (care navigation) as per agreed protocol

To deal with any verbal queries, concerns or complaints from patients, clients or visitors in a professional manner and to escalate to the Team Leader as appropriate

To identify callers or patients who may present in person as requiring an immediate emergency response and refer to appropriate clinician, emergency ambulance service or A&E department

To take telephone and online requests from patients and accurately record all essential information on the clinical system

To answer/make telephone calls in a professional manner, ensuring important/appropriate information is documented and redirected accordingly and to accurately take messages

To provide accurate and up to date information to answer the enquiries of patients, clients and visitors, where necessary seeking the advice of others, and responding to and/or redirecting all patient and visitor requests accordingly

To deal with general enquiries from patients

To accurately maintain and update appointment systems, booking in patients and visitors in line with service procedures

To act as a chaperone for Doctors as requested

To arrange for an ambulance for patients as and when requested by a clinician

To receive and receipt cash and cheques from patients and clients for non-NHS services in line with Modality procedures

To complete relevant audit data required to reconcile cash/card payments

To promote participation in Practice surveys, including Family and Friends Test, to patients, clients and visitors

To undertake a variety of administration duties including preparing and printing repeat prescriptions according to standard operating procedures at patients request, distributing prescriptions, photocopying, faxing, filing, preparing of letters for posting and clerical support to others within the service

To accurately maintain and update both computerised and manual filing systems, including setting up new patient records on the clinical system, updating patient details and entry of identified clinical data (including read codes) to medical records

To undertake electronic scanning of correspondence and allocation to patient records or onward electronic workflow according to Modalitys policies and procedures

To receive and distribute external and internal post, including all incoming fax and e-mail documents and redirect as appropriate;

To maintain patient and staff confidentiality at all times including outside of the work environment working within reference to the Data Protection Act 2018, Caldicott Guidelines and GDPR requirements

To ensure Reception, waiting areas, notice boards and clinical rooms are maintained in a clean and tidy state, preparing and tidying rest and meeting areas when requested

To ensure fax machine is operating correctly and, prior to close of Practice in the evenings/weekends, has adequate paper supply

To open and lock up the Reception area at the beginning and end of the day and to ensure the building is secure each evening before leaving and adequately alarmed (site specific)

To check and respond regularly to tasks, emails and notifications

To notify the Team Leader of any faulty equipment or IT/equipment failures

To attend meetings as required e.g. business meetings, Reception meetings and PLT sessions

To provide guidance and training to new members of staff to help them achieve their objectives

To provide guidance and instructions to locums, including the provision of system log ins and an overview of practice protocols and procedures

To provide holiday and sickness cover for other team members as required

To advise the Team Leader of any problems and take appropriate action as directed

To undertake any other duties commensurate with the scope of the role and within the post holders skillset as requested

To participate and assist with service audits

To adhere to Modality Partnerships procedure for the completion of all relevant Mandatory Training

To ensure learning from individually attended training sessions is cascaded to all members of the team

To participate in extended hours work as required by the organisation

Adhering to Modality LLPs policies and procedures when processing medical reports including solicitor/insurance/safeguarding requests, tracking and receiving payments, sending for and checking notes, typing of medical reports

Person Specification

Qualifications

Essential

• Please refer to Job Description

Desirable

• Please refer to Job Description

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

Modality LLP

Address

Modality Attwood Green Partnership

30 Bath Row

Birmingham

B15 1LZ

Employer's website

https://modalitycommunityservices.com/ (Opens in a new tab)