Job summary
* Taurus Healthcare are advertising this position on behalf of Ryeland Surgery*
Ryeland Surgery have an exciting opportunity for a Part Time Patient Advisor.
Ryeland
Surgery looks after more than 19000 patients from Leominster and the surrounding
area with a staff of more than 65. 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.
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!
This role is for 25 hours per week working the following hours :-
Monday to Friday 13:30 - 18:30.
* Closing Date for this vacancy is Friday 29th November 2024*
* Interviews dates are to be confirmed*
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.
Please see the Job Description and Person Specification that is attached to this advert for further
information.
About us
We are a
friendly, dynamic and forward thinking GP practice whose clinical team
includes GPs, Practitioners, Clinical Pharmacist, 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.
Taurus Healthcare Ltd is advertising this position on behalf
of 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 Ryeland Surgery.
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:
- To meet and greet patients and visitors to the
practice and deal with face to face requests for appointments and follow up
appointments.
- To effectively signpost patients to the
appropriate healthcare professional or service in line with the Care Navigation
SOP.
- To process all outgoing calls and texts to
patients.
- Check ID for new patient registrations or Patients
requesting or collecting documentation from the surgery.
- Take payment for private services and provide
appropriate receipt to confirm payment.
- Answer incoming phone calls, transferring
calls or dealing with the callers requests appropriately.
- Process
patient requests for appointments and telephone calls and effectively signpost
patients to the appropriate healthcare professional depending on the presenting
condition.
- Initiate contact with and respond to requests
from patients, team members and external agencies by phone, email and text.
- Data entry of temporary registrations and
relevant patient information as required.
- Input data into the patients healthcare
records as necessary.
- Manage all queries as necessary in an
efficient manner.
- Maintain a clean, tidy, effective working area
at all times.
- Support all clinical staff with general tasks
as requested - appropriate to role.
- Undertake all mandatory training and induction
programmes.
- Attend a formal appraisal on an annual basis
and participate in interim reviews to ensure objectives are achieved and
relevant training is undertaken.
- Contribute to public health campaigns, e.g. flu
clinics, through advice or direct care.
In addition to the primary responsibilities, the Patient Advisor may
be requested to:
- Participate in practice audit as directed by
the audit lead.
- Support Care Navigation staff, providing cover
during staff absences.
- Action incoming emails, tasks, texts when
necessary.
- 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:
- To meet and greet patients and visitors to the
practice and deal with face to face requests for appointments and follow up
appointments.
- To effectively signpost patients to the
appropriate healthcare professional or service in line with the Care Navigation
SOP.
- To process all outgoing calls and texts to
patients.
- Check ID for new patient registrations or Patients
requesting or collecting documentation from the surgery.
- Take payment for private services and provide
appropriate receipt to confirm payment.
- Answer incoming phone calls, transferring
calls or dealing with the callers requests appropriately.
- Process
patient requests for appointments and telephone calls and effectively signpost
patients to the appropriate healthcare professional depending on the presenting
condition.
- Initiate contact with and respond to requests
from patients, team members and external agencies by phone, email and text.
- Data entry of temporary registrations and
relevant patient information as required.
- Input data into the patients healthcare
records as necessary.
- Manage all queries as necessary in an
efficient manner.
- Maintain a clean, tidy, effective working area
at all times.
- Support all clinical staff with general tasks
as requested - appropriate to role.
- Undertake all mandatory training and induction
programmes.
- Attend a formal appraisal on an annual basis
and participate in interim reviews to ensure objectives are achieved and
relevant training is undertaken.
- Contribute to public health campaigns, e.g. flu
clinics, through advice or direct care.
In addition to the primary responsibilities, the Patient Advisor may
be requested to:
- Participate in practice audit as directed by
the audit lead.
- Support Care Navigation staff, providing cover
during staff absences.
- Action incoming emails, tasks, texts when
necessary.
- 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.
Other Requirements
Essential
- Flexibility to work outside of core office hours.
- Disclosure Barring Service 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.
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 autonomously.
- Good interpersonal skills.
- Problem solving & analytical skills.
- Ability to follow policy and procedure.
Desirable
Qualifications
Essential
- Educated to GCSE level or equivalent.
Desirable
- GCSE Mathematics & English Grade C or above.
- Medical Terminology.
- Customer Service qualification.
Person Specification
Experience
Essential
- Experience of working with the general public.
Desirable
- Experience of working in a health care setting.
Other Requirements
Essential
- Flexibility to work outside of core office hours.
- Disclosure Barring Service 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.
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 autonomously.
- Good interpersonal skills.
- Problem solving & analytical skills.
- Ability to follow policy and procedure.
Desirable
Qualifications
Essential
- Educated to GCSE level or equivalent.
Desirable
- GCSE Mathematics & English Grade C or above.
- Medical Terminology.
- Customer Service qualification.
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.
