Overview
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Job details
* Job Title: Patient Care Advisor
* Job Category: Administrative Team
* Accountable to: 1st line – Practice Manager; 2nd line – Niddrie Medical Practice Partnership (Dr Jean Beckley, Dr Roland Baumann, Dr Sonia Maccallum, Dr Andrew Balme, Dr Chris Cronin)
* Place of work: Niddrie Medical Practice, Craigmillar Medical Centre, 106 Niddrie Main Road, Edinburgh EH16 4DT
Practice description and philosophy
The practice aims to provide high quality and accessible care, a great working environment, and a commitment to training, teaching and professional development. The team includes GPs, Practice Nurses, Patient Care Advisors, and other staff. The partnership emphasizes use of information technology to reduce administrative work and develop services that meet patient needs.
Job Purpose
To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues and health service professionals. To act as the first point of contact for patients contacting the Practice and to portray the Practice in the best possible professional light. To use judgement and resourcefulness within defined parameters to respond to patient enquiries and determine urgency. To take an active role in data input, data management and administration and to signpost patients to potential solutions.
Responsibilities
* Reception duties: Docman scanning and filing, mail distribution (paper and electronic), prescription requests and queries, new and temporary registrations, patient online services, and general daily running of the practice.
* Opening/closing the practice; following procedures; reporting issues; securing premises; ensuring rooms and toilets are checked.
* Answering telephone enquiries promptly and prioritising calls; dealing with enquiries from patients and professionals.
* Managing the appointment system, encouraging online service sign-ups, and guiding patients to use the check-in system.
* Managing the phone system, setting up messages, and reporting problems promptly.
* Recording messages and urgent requests; arranging emergency, urgent or routine appointments per practice protocols.
* Relaying results and handling specimens as instructed; assisting in management of the appointment system; providing cover for sickness/holidays as required.
* Complying with health and safety procedures in all duties.
Administrative duties
* New patient/temporary registrations and adherence to registration policies and procedures.
* Handling patient information, returning records to health board, and receiving records from health board.
* Processing access requests to medical records in compliance with regulations; maintaining confidentiality and performing checks on identity as required.
* Scanning, filing and distributing letters and electronic communications; managing mail via Docman/e-mail; note that faxing patient information is no longer allowed in Lothian.
* Extracting data from hospital correspondence and recording in patient notes; coding patient information as requested.
* Preparing medical report requests, invoices and collections; summarising patient records and supporting the Practice Manager/GP Partners as required.
* Maintaining accurate information in a busy, changing environment.
Other duties and environment
This is a high paced role requiring multi-tasking. Training will be provided; candidates should expect to learn on the job and prioritise tasks as needed. You may be required to work alone at times and to provide cover for colleagues.
* Teamwork: promote team working; participate in training, meetings and development days; support staff events as required.
* Systems and equipment: daily use of vision/blue bay/SCI Gateway/SCI store/Docman/SCCRS and other software; competence with scanners and copiers; adapt to new systems.
* Communication: maintain confidentiality, handle information promptly, interpret urgency, signpost to appropriate services, manage difficult conversations, and respond to complaints per practice procedures.
* Safety and compliance: CPR training and practice policies; report problems to the Practice Manager; signpost patients appropriately; manage confidential information.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
* Industries: Hospitals and Health Care
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