Throckley Primary Care is seeking a motivated andcompassionate Patient Care Advisor to join our friendly andsupportive GP practice team. This is a key frontline role, providinghigh-quality assistance to patients while ensuring the smooth day-to-dayrunning of the practice.
You will be the first point of contact for patients, delivering excellent customer service both in person and over the phone,and supporting clinical staff with administrative duties.
About you:
We are looking for someone who:
* Has excellent communication and interpersonal skills
* Is organised, reliable, and able to multi-task in a busy environment
* Demonstrates empathy and a patient-focused approach
* Excellent numeracy, literacy and IT skills
* Can work effectively both independently and as part of a team
Hours: Part-time/Full-time (minimum 24 hours, max 37.5 hours per week)
The practice opening hours are 08:00 - 18:30, in addition we provide extended access hours from 07:30 - 08:00 on Fridays & 18:30 - 20:00 on Wednesdays.
Working hours are set out in a rota to cover the surgery opening hours. You may be required to work occasional evenings or weekends for ad-hoc clinics.
Main duties of the job
Key Responsibilities
* Greeting patients and visitors in a professional and welcoming manner
* Handling incoming calls and eConsultations, booking appointments, and managing enquires
* Signposting patients to the appropriate services
* Processing prescriptions and clinical correspondence
* Maintaining accurate patient records using clinical systems
* Supporting the wider practice team with administrative tasks
* Ensuring confidentiality and data protection standards are upheld.
Whilst full training is given, successful applicants shouldhave experience of working as part of a team in a busy customer facingenvironment and be able to handle numerous, often complex queries both over thetelephone and in person. You should be comfortable working in a fast pacedoffice, able to prioritise work and react quickly to changing situations. Youmust have an eye for detail, be patient, empathetic, professional and polite andbe willing to follow instructions and deliver services in line with Throckley Primary Care guidelines and policies.
About us
We are a friendly multi-disciplinary team located in the Outer West of Newcastle upon Tyne. Our team includes 2 GP Partners, Salaried GPs, GP Registrars, Practice Nurses, Healthcare Assistant, Pharmacy Technician, Phlebotomists and Administration team
The wider team includes; Community Nursing Teams, 0-19 Service with Health Visitors & Midwifes.
Our Outer West Primary Care Network Team includes; Pharmacists, Pharmacy Technicians, Physiotherapists, Wellbeing team (Counsellors, Occupational Therapist, Community Link workers), Lifestyle Coaches, Dietitian.
The practice is rated Good by CQC.
Job responsibilities
Thefollowing are the core responsibilities of the patient care advisor. There maybe on occasion, a requirement to carry out other tasks; this will be dependentupon factors such as workload and staffing levels:
* Answerincoming phone calls, transferring calls or dealing with the callers requestappropriately
* Signpostpatients to the correct service
* Processpersonal, telephone and e-requests for appointments
* Processincoming and outgoing mail
* Initiatingcontact with and responding to, requests from patients, team members andexternal agencies
* Processprescription requests, ensuring they are processed accurately and efficiently
* Manageall queries (including administrative queries) as necessary in an efficientmanner
* Scanningof patient related documentation and attaching scanned documents to patientshealthcare records
* Inputdata into the patients healthcare records as necessary
* Dataentry of new and temporary registrations and relevant patient information asrequired
*Processrequests for information i.e. SAR, insurance / solicitors letters and DVLAforms to the administrative team
*Photocopydocumentation as required
*Readcode data on SystmOne clinical
*Processcall/recall letters
*Processall DNA letters in accordance with current policy
*Fileand store records as required
*Carryout system searches as requested
*Maintaina clean, tidy, effective working area at all times
*Monitorand maintain the reception area and notice boards
*Supportall admin and clinical staff with general tasks as requested
*Processreferrals to external agencies such as secondary care using the electronicreferral system (ERS)
*Completeopening and closing procedures in accordance with the duty rota
*Orderingand monitoring of practice stock, e.g. stationery, clinical supplies
*Supportadministrative and reception staff, providing cover during staff absences
Person Specification
Qualifications
* Educated to GCSE level or equivalent
* GCSE Mathematics and English (C or above)
* Competent in the use of Office and Outlook
* Experience of working with the general public
* Experience of administrative / receptionist duties
* Excellent communication skills (written and oral)
* Polite and confident
* Effective time management
* Flexible and cooperative
* Ability to work as a team member and autonomously
* Ability to follow policy and procedure
* * Experience working in General Practice
* * SystmOne Clinical software
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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