Overview
An exciting opportunity has arisen at our established and busy Cirencester Practice for a Patient Care Adviser to join our team at the Phoenix Health Group. We operate across Cirencester, Tetbury, South Cerney and Kemble, focusing on excellent personal care and a holistic approach to medical practice.
Job Details
Salary: £12.48 per hour with incremental pay increases over two years
Contract: Permanent
Hours: Part-time, 23.25 hours per week to be worked Monday, Tuesday, Thursday and Friday
Overtime: Available to cover colleagues and annual leave
Details of the working hours may be obtained upon request and will also be discussed at interview.
About the Team
The Patient Care Team provides a professional, positive and friendly image to patients and visitors, in person or via telephone, and offers general assistance to the wider Practice team. They also provide administrative support contributing to the overall work of the Practice.
Main Duties
You will need:
* Excellent communication skills, written and oral, with the ability to communicate confidently.
* Competent user of Microsoft Office software.
* Experience of dealing with the public/patients and working in a public reception environment.
* Flexible to meet the demands of the post and able to adapt to a changing environment.
Please see the Job Description and Person Specification for further details.
Job Responsibilities
Patient Care Adviser
Offer 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, across the Phoenix Health Group.
Receive, assist and direct patients in accessing the appropriate service or healthcare professional, in a courteous, efficient and effective way. Undertake a variety of administrative duties to assist in the smooth running of the Practice, including clerical support to clinical staff and other members of the Practice team. Facilitate effective communication between patients, the primary health care team, secondary care and other associated healthcare agencies.
The duties and responsibilities may include any or all items listed below and may vary depending on workload and staffing levels:
* Opening up/locking up of Practice premises and maintaining security.
* Maintaining and monitoring the appointments system.
* Processing telephone requests for appointments, visits and telephone consultations; directing callers to the appropriate healthcare professional.
* Taking messages and passing on information.
* Filing and retrieving paperwork.
* Processing repeat prescriptions in accordance with Practice guidelines.
* Computer data entry, data allocation and collation; recording information as per Practice procedures.
* Initiating contact with and responding to requests from patients and other teams/agencies.
* Clearing and restocking consulting rooms as required.
* Providing clerical assistance including word processing, filing, photocopying and scanning.
* Providing refreshments for staff and visitors; keeping the kitchen area clean and tidy.
* Keeping reception areas, notice-boards and leaflet dispensers tidy and free from obstructions.
* Flexibility to work additional hours to cover colleagues is essential.
Confidentiality
* Patients consent to treatment with the expectation that staff will protect privacy and act appropriately.
* Post-holders may have access to confidential information relating to patients, colleagues and Practice operations; all such information is to be treated as confidential.
* Information may be divulged only to authorised persons in line with Practice policies on confidentiality and data protection.
Health & Safety and Equality
* Promote and maintain health, safety and security in line with the Practice policy.
* Identify risks in work activities and manage them appropriately.
* Use training to update knowledge and skills; follow infection control procedures and keep work areas safe.
* Support equality, diversity and rights of patients, carers and colleagues, respecting privacy and dignity.
Personal/Professional Development
The post-holder will participate in any training programme implemented by the Practice, including:
* Annual personal development review and maintaining a record of development.
* Taking responsibility for own development and performance.
Quality and Communication
* Maintain quality, raise issues of quality and risk, and reflect on performance with the team.
* Communicate effectively with team members, patients and carers; accommodate alternative communication methods as needed.
* Contribute to the implementation of services and participate in audits where appropriate.
Person Specification
Qualifications
* Good standard of education including English & Maths (GCSE A-C or equivalent).
* ECDL Level 2 (or equivalent).
Experience
* Competent user of Microsoft Office software.
* Experience of dealing with the public/patients and working in a public reception environment.
* Experience of telephone switchboard operation and medical clinical software systems.
Knowledge and Skills
* Excellent keyboard and computer skills; excellent written and oral communication; strong interpersonal skills.
* Previous experience in a Primary Care/Health Sector Service.
Qualities & Attributes
* Confidentiality, judgement, initiative and ability to work without direct supervision.
* Ability to work as part of a multi-skilled team across multiple sites; adapt to changing environments; flexibility in working times to meet service needs; ability to cover for colleagues’ planned and unplanned absence.
£12.48 per hour with incremental pay increases over two years
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