Job summary
*Taurus Healthcare Ltd is advertising this position on behalf of Ryeland Surgery*
Do you have what it takes to work in a fast-paced environment whilst ensuring our patients receive the best attention? Do you have excellent communication and customer service skills? Can you work under pressure whilst remaining calm? Do you want to want to work in a supportive environment where everyone is a key part of the wider team? Then please read on!
We are looking to expand our Front of House Team with an additional part-time role. We have a wide range of clinicians including physiotherapists, paramedics, advanced care practitioners and pharmacists as well as the traditional practice nurses and GPs and ensuring patients are booked with the right clinician at the right time is essential.
This role is for 25 hours per week, Monday to Friday 13:30 to 18:30.
Interview date: Monday 19th August
Main duties of the job
The Patient Advisor is responsible for welcoming patients and visitors to the surgery offering guidance, advice, and Care Navigation in line with the Standard operating procedure (SOP). The Patient advisor will also process outgoing communication to patients, undertake ID checks and take payments for private services.
You will also work in our care navigation hub taking calls from patients and signposting them to the most appropriate healthcare professional or service, working as part of the practices multidisciplinary team.
About us
Taurus Healthcare Ltd is advertising this position on behalf Ryeland Surgery. This means that Ryeland Surgery is the employing organisation and will make the final decision on appointing candidates.
Taurus Healthcare Ltd, on behalf of Ryeland Surgery, will collate all relevant information for the purpose of the recruitment and pre-employment check process. This information will then be securely transferred to the Practice.
Ryeland Surgery looks after more than 19000 patients from Leominster and the surrounding area with a staff of more than 65.
We are a friendly, dynamic and forward thinking GP practice whose clinical team includes GPs, Practitioners, Clinical Pharmacist, FCPs, Practice Nurses, Healthcare Assistants and Social Prescribers. We are also a training practice and host a Research Nurse.
The practice operates across two sites which together serve over 19,000 registered patients. This post is based in our main surgery in Leominster.
We are active members of our Primary Care Network (PCN) and are members of a GP federation.
Job description
Job responsibilities
The following are the core responsibilities of the Patient Advisor. On occasions there may be a requirement to carry out other tasks which are listed below under Secondary responsibilities. This will be dependent on factors such as workload and staffing levels:
a.To meet and greet patients and visitors to the practice and deal with face to face requests for appointments and follow up appointments.
b.To effectively signpost patients to the appropriate healthcare professional or service in line with the Care Navigation SOP
c.To process all outgoing calls and texts to patients.
d.Check ID for new patient registrations or Patients requesting or collecting documentation from the surgery.
e.Take payment for private services and provide appropriate receipt to confirm payment.
f.Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately
g. Process patient requests for appointments and telephone calls and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
h.Initiate contact with and respond to requests from patients, team members and external agencies by phone, email and text
i.Data entry of temporary registrations and relevant patient information as required
j.Input data into the patients healthcare records as necessary
k.Manage all queries as necessary in an efficient manner
l.Maintain a clean, tidy, effective working area at all times
m.Support all clinical staff with general tasks as requested (appropriate to role)
n.Undertake all mandatory training and induction programmes
o.Attend a formal appraisal on an annual basis and participate in interim reviews to ensure objectives are achieved and relevant training is undertaken.
p.Contribute to public health campaigns (e.g. flu clinics) through advice or direct care
Secondary Responsibilities
In addition to primary responsibilities, the Patient Advisor may be requested to:
a.Participate in practice audit as directed by the audit lead
b.Support Care Navigation staff, providing cover during staff absences
c.Action incoming emails, tasks, texts when necessary
d.Complete opening and closing procedures in accordance with the duty rota
Job description
Job responsibilities
The following are the core responsibilities of the Patient Advisor. On occasions there may be a requirement to carry out other tasks which are listed below under Secondary responsibilities. This will be dependent on factors such as workload and staffing levels:
a.To meet and greet patients and visitors to the practice and deal with face to face requests for appointments and follow up appointments.
b.To effectively signpost patients to the appropriate healthcare professional or service in line with the Care Navigation SOP
c.To process all outgoing calls and texts to patients.
d.Check ID for new patient registrations or Patients requesting or collecting documentation from the surgery.
e.Take payment for private services and provide appropriate receipt to confirm payment.
f.Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately
g. Process patient requests for appointments and telephone calls and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
h.Initiate contact with and respond to requests from patients, team members and external agencies by phone, email and text
i.Data entry of temporary registrations and relevant patient information as required
j.Input data into the patients healthcare records as necessary
k.Manage all queries as necessary in an efficient manner
l.Maintain a clean, tidy, effective working area at all times
m.Support all clinical staff with general tasks as requested (appropriate to role)
n.Undertake all mandatory training and induction programmes
o.Attend a formal appraisal on an annual basis and participate in interim reviews to ensure objectives are achieved and relevant training is undertaken.
p.Contribute to public health campaigns (e.g. flu clinics) through advice or direct care
Secondary Responsibilities
In addition to primary responsibilities, the Patient Advisor may be requested to:
a.Participate in practice audit as directed by the audit lead
b.Support Care Navigation staff, providing cover during staff absences
c.Action incoming emails, tasks, texts when necessary
d.Complete opening and closing procedures in accordance with the duty rota
Person Specification
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in a health care setting
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (grade C/4 or above)
- Medical terminology
- Customer service qualification
Skills
Essential
- Excellent communication skills (particularly telephone)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning & organising)
- Ability to work as a team member and autonmously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Other requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure and Barring Service (DBS) check
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
Person Specification
Experience
Essential
- Experience of working with the general public
Desirable
- Experience of working in a health care setting
Qualifications
Essential
- Educated to GCSE level or equivalent
Desirable
- GCSE Mathematics & English (grade C/4 or above)
- Medical terminology
- Customer service qualification
Skills
Essential
- Excellent communication skills (particularly telephone)
- Strong IT skills
- Clear, polite telephone manner
- Competent in the use of Office and Outlook
- Effective time management (planning & organising)
- Ability to work as a team member and autonmously
- Good interpersonal skills
- Problem solving and analytical skills
- Ability to follow policy and procedure
Desirable
Other requirements
Essential
- Flexibility to work outside of core office hours
- Disclosure and Barring Service (DBS) check
Personal Qualities
Essential
- Polite and confident
- Flexible and cooperative
- Motivated
- Forward thinker
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
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.
