Primary Care ischanging, and our Patient Care Advisors are key to supporting patients to getthe care that they need be that clinical assessment, help with managing theirhealth, or signposting to other services.
Patient CareAdvisors are the first point of contact for our patients and visitors, whetherthat be over the telephone, face to face at the front reception desk or throughour on-line portal. Needing to make surethat every patient contact counts and that patients get the right help at theearliest opportunity. We needpassionate, patient focused individuals to help us deliver the best service toour patients by offering a first-class level of Reception/Customer Service.
Discretion andconfidentiality are essential attributes of a successful Patient Care Advisor.
This postrequires flexibility, responding to varying demands and changingcircumstances. Communication, team work,motivation and hard work ethic are essential qualities.
Main duties of the job
* Provide a positive and friendly image to all patients and other visitors.
* Welcome patients on arrival, ensuring all patients are checked in either manually or via the patient touch screen.
* Making effective use of the practices appointment system to include booking and cancelling of appointments, assisting and monitoring the appointment system, including the processing of our on-line portal system.
* Answering incoming calls in a timely, professional, and efficient manner. Assisting with any patient queries and concerns, responding promptly and positively.
* To read, action and maintain the Patient Contact Waiting Lists system within System One, ensuring that patients are booked in as and when required.
* To explain the Practice arrangements and formal requirements for new patients, temporary residents and ensure procedures are completed within a certain timeframe.
* To share information regarding the practices complaint procedure.
* To open and scan post where necessary.
* To assist with the cancellation of clinics as and when required.
* Dealing with tasks that are generated through System One in a timely and efficient manner.
* Managing and processing of prescription queries and requests.
* Managing all practice documentation as and where necessary.
* Be responsible for opening the practice at 8am in preparation for patients calling and presenting to the practice for clinics.
* Handle any complex queries and challenging situations in a professional manner, ensuring any issues are resolved, where possible, at first point of contact.
* Effectively handle all queries that present at the practice including those from hospital clinicians, social services, etc. by problem solving, signposting, or escalation of matters as appropriate.
* Updating and monitoring patient information boards to ensure all relevant information is available and up to date.
* To have a thorough knowledge of all relevant practice procedures.
* To work in accordance with written protocols.
* To provide cover for colleagues in times of absence for annual leave/sickness.
* Support in the processing of prescriptions to ensure effective patient care.
* It will be necessary to attend and contribute to various practice meetings as requested.
About us
At Lionwood Medical Practice, we are dedicated to providing comprehensive and compassionate healthcare services to individuals and families in Norwich and the surrounding communities. Our practice is committed to promoting wellness, preventing illness, and delivering high-quality care that meets the diverse needs of our patients. The practice has a patient list size of 15,000 + and continues to grow and expand the offering of services to meet the needs of the local resident and their families.
Key duties
Provide a positive and friendly image to all patients and other visitors.
Welcome patients on arrival, ensuring all patients are checked in either manually or via the patient touch screen.
Making effective use of the practices appointment system to include booking and cancelling of appointments, assisting and monitoring the appointment system, including the processing of our on-line portal system.
Answering incoming calls in a timely, professional, and efficient manner. Assisting with any patient queries and concerns, responding promptly and positively.
To read, action and maintain the Patient Contact Waiting Lists system within System One, ensuring that patients are booked in as and when required.
To explain the Practice arrangements and formal requirements for new patients, temporary residents and ensure procedures are completed within a certain timeframe.
To share information regarding the practices complaint procedure.
To open and scan post where necessary.
To assist with the cancellation of clinics as and when required.
Dealing with tasks that are generated through System One in a timely and efficient manner.
Be responsible for opening the practice at 8am in preparation for patients calling and presenting to the practice for clinics.
Handle any complex queries and challenging situations in a professional manner, ensuring any issues are resolved, where possible, at first point of contact.
Effectively handle all queries that present at the practice including those from hospital clinicians, social services, etc. by problem solving, signposting, or escalation of matters as appropriate.
Updating and monitoring patient information boards to ensure all relevant information is available and up to date.
To have a thorough knowledge of all relevant practice procedures.
To work in accordance with written protocols.
To provide cover for colleagues in times of absence for annual leave/sickness.
Support in the processing of prescriptions to ensure effective patient care.
It will be necessary to attend and contribute to various practice meetings as requested.
Confidentiality
Inthe course of seeking treatment, patients entrust us with, or allow us togather, sensitive information in relation to their health and othermatters. They do so in confidenceand have the right to expect that staff will respect their privacy and actappropriately
Inthe performance of the duties outlined in this Job Description, thepost-holder may have access to confidential information relating topatients and their carers, Practice staff and other healthcareworkers. They may also have accessto information relating to the Practice as a business organisation.All such information from anysource is to be regarded as strictly confidential
Information relatingto patients, carers, colleagues, other healthcare workers or the businessof the Practice may only be divulged to authorised persons in accordancewith the Practice policies and procedures relating to confidentiality andthe protection of personal and sensitive data.
The post holder mustnot enter patient records without clinical or administrative need to doso.
The post holder mustmaintain confidentiality of information, always acting within the terms ofthe Data Protection Act and the Caldicott Principles on patientconfidentiality.
The post holder mustalso maintain an awareness of the Freedom of Information Act.
Health and safety
The post-holder will assist in promoting and maintaining theirown and others health, safety and security as defined in the Practice Health& Safety Policy, to include:
Usingpersonal security systems within the workplace according to Practiceguidelines
Identifyingthe risks involved in work activities and undertaking such activities in away that manages those risks
Makingeffective use of training to update knowledge and skills
Usingappropriate infection control procedures, maintaining work areas in a tidyand safe way and free from hazards
Equality and diversity
The post-holder will support the equality,diversity and rights of patients, carers and colleagues, to include:
Acting in a way that recognizes theimportance of peoples rights, interpreting them in a way that isconsistent with Practice procedures and policies, and current legislation
Respecting the privacy, dignity,needs and beliefs of patients, carers and colleagues
Behaving in a manner which iswelcoming to and of the individual, is non-judgmental and respects theircircumstances, feelings priorities and rights.
Personal/professional development
The post-holderwill participate in any training programme implemented by the Practice as partof this employment, such training to include:
Participation in an annualindividual performance review, including taking responsibility formaintaining a record of own personal and/or professional development
Taking responsibility for owndevelopment, learning and performance and demonstrating skills andactivities to others who are undertaking similar work
Quality
The post-holderwill strive to maintain quality within the Practice, and will:
Alert other team members to issuesof quality and risk
Assess own performance and takeaccountability for own actions, either directly or under supervision
Contribute to the effectiveness ofthe team by reflecting on own and team activities and making suggestionson ways to improve and enhance the teams performance
Work effectively with individualsin other agencies to meet patients needs
Effectively manage own time,workload and resources
Communication
The post-holder should recognise the importance ofeffective communication within the team and will strive to:
Communicate effectively with otherteam members
Communicate effectively withpatients and carers
Recognize peoples needs foralternative methods of communication and respond accordingly
Contribution to the implementation of services
Apply Practice policies, standardsand guidance
Discuss with other members of theteam how the policies, standards and guidelines will affect own work
Participate in audit whereappropriate
Assist where required with theQuality Outcomes Framework
Participate in CQC inspections(where deemed appropriate)
Person Specification
Experience
* Strong commitment to the vision of Lionwood Medical Practice.
* Genuine interest in the needs of the local community and our patients.
* Ability to work as part of a team and establish good working relationships at all levels.
* Ability to work under pressure in stressful situations.
* Ability to work and act on own initiative.
* Willingness to work flexibly to suit the needs of the practice.
* Approachable, polite and tactful.
* Highly organised.
* Ability to multi-task
* Good interpersonal skills.
* Good telephone manner.
* Punctuality
* Experience of customer service/NVQ equivalent.
* GCSE qualifications or equivalent.
* Able to communicate effectively and understand the needs of the patient.
* The ability to manage multiple activities.
* Experience in use of I.T. systems e.g. MS Outlook, MS Word, Excel and the internet.
* Ability to prioritise and work to tight deadlines when faced with conflicting demands.
* Work methodically with accuracy ensuring attention to detail.
* Experience of working in a primary care setting.
* Experience of reception work.
* Knowledge and experience in the use of System One clinical system.
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.
£12.71 an hour Increase to £13.00 after completion of 6 month probation.
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