Telephone Patient Services Advisor (AM Shift)
An excellent opportunity has arisen for a Telephone Patient Services Advisor (AM Shift) to join a friendly and busy GP Practice. The successful candidate will assist in offering general assistance to the Practice Team and project a positive and friendly image to patients and other visitors either in person or via the telephone. The post holder will also receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
Main duties of the job
The post holder must be motivated and enthusiastic andhave excellent communication, organisational and IT skills and be able to workwell under pressure. Previous experience in working in a GP surgery wouldbe an advantage, however training would be provided to the suitablecandidate.
The role would require the candidate to be flexible, and be willingto work mornings, afternoons and evenings, plus holiday and sickness cover.
About us
The current list size of Danetre Medical Practice is approximately 12,800. Any increase over the last ten years has been due mainly to; natural change (more births than deaths); building development within Daventry itself and more recently migration from the rest of the UK and overseas. The boundaries of the Practice show we are large in terms of geographical size, with the majority of the land classified as rural.
The practice itself is located in close proximity to Daventry Town centre in a modern building adjoining Danetre Hospital (a community hospital which opened in September 2006) offering a wide range of services and delivering a high standard of care. Also attached to the Practice operating independently is Boots Chemist.
Currently the practice works with 5 x GP partners, 1 x Managing Partner, 5 x salaried GPs, 3 x Practitioners, 3 x Clinical Pharmacists and Pharmacy Technician and over 350 hrs of Clinical nursing support.
We are a friendly and approachable team, and believe in creating a robust work life balance for all our staff.
Job responsibilities
* To work collaboratively with the general practice team to meet the needs of patients, supporting the delivery of policy and procedures whilst managing own workload to deliver the practice priorities.
* Be a multi-skilled operative and undertake duties as required and directed by the Team Leader in connection with the delivery of patient services:
* Contact Centre
* Reception Service
* Tasks and emails Although the focus of the role will be to undertake activities as detailed the role will also be evolving as the balance of care shifts from hospital to general practice.
* Ensure a high quality service provision across the hours of operation ensuring an efficient hand-over between staff.
* Adhere to established procedures and agreed Key Performance Indicators to enable quality standards to maximise patient satisfaction.
* Support the development and implementation of technology and systems.
* Perform support tasks examples of which are: organise forms; photocopying; maintenance of files; undertake reminder calls.
* Using a range of communication and administrative methods, ensure that where possible patient enquiries and complaints are resolved at the first point of contact.
* Using DMPs systems and databases enter, store and/or retrieve, summarise information as requested or otherwise necessary.
* Ensure that every consideration is given to patients and visitors at all times.
* Ensure regular attendance at Practice Development and training days and team meetings even if it means attending site when not on shift.
* To work closely with the support services team, ensuring an effective level of service provided to patients and staff based with the practice.
* Perform any other duties as requested by the Team Leader.
Person Specification
Qualifications
* GCE/GCSE/NVQ level 2 or equivalent; or detailed patient services knowledge
Flexibility
* Able to adopt a flexible working approach
Skills & Abilities
* Ability to remain calm when dealing with difficult or distressed people.
* Ability to work on own initiative and as part of a team.
* Able to think ahead and anticipate issues.
* Ability to be assertive, but polite and patient.
* Excellent organisation skills required along with ability to prioritise and work to very high standards of performance.
* Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision.
* Understanding of the needs for confidentiality and compliance with service regimes.
Experience
* Must have customer/patient care skills and have worked in a customer/patient facing environment.
* Secretarial experience is essential.
* Competence in Microsoft Office packages (Outlook, Word, Excel).
* Ability to compile and analyse statistical information.
* Experience of working with clinical systems i.e. Systm1 would be desirable.
* Experience of working in a public sector/healthcare environment would be advantageous.
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.
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