Job summary
PatientServices Advisors
Part time andFull time positions
Salary Competitive
We are looking for experiencedPatient Services Advisors to join our friendly reception team at ThornhillsMedical Practice.
We have a variety of hours, shifts and days available.Each shift consists of 5 hours per shift, Monday to Friday from either 8:00am to1:00pm or 1:00pm to 6:00pm or to 6:30pm. This may include some doubleshifts on some days. You will also berequired to cover on some occasions evenings and weekends to assist with enhancedaccess and other clinics.
Main duties of the job
The successfulpost holder will be responsible for undertaking a wide range of reception and administrativeduties. Duties can include but are not limited to, greeting and guidingpatients in the best use of resource within the practice and in the wider NHS,enabling them to access the most effective help for their presenting need, effective use of the appointment system, bookingappointments, processing of information, acting as the central point of contactfor patients, the distribution of information, messages and enquiries for theclinical team, liaising with multidisciplinary team members and externalagencies such as secondary care and community service providers. Training will be provided however as aminimum, customer service experience and excellent communication (oral andwritten) are essential. Experience ofworking in a GP surgery is desirable. You must work as part of a team, have theability to adapt and embrace positively to change and observe strict rulesabout confidentiality at all times.
About us
Thornhills is a highlyregarded, 7 partner training practice with ahappy established workforce. We prioritise highquality patient care and team work, whilst ensuring manageable workloads andoffering flexible working patterns, personal development and education.
Job description
Job responsibilities
1. Ensure that patients’ and visitors’ enquiriesare handled courteously, efficiently and confidentially
2. Answer incoming calls in a friendly, polite andprofessional manner. Consider the request, taking appropriate action orredirecting to other personnel as appropriate.
3. Take telephone messages, appointments details andhome visit requests accurately and efficiently and enter details on to computersystem as appropriate
4. Signpost patientsto the most appropriate service, seeking advice if this is not clear.
5. Alert doctors to urgent concerns or outstandingtelephone calls or visits, as appropriate
6. Relay test results to patients
7. Ensure that outstanding matters and informationare handed over to colleagues at shift change
8. Check prescription requests and ensure they aredirected to the requested collection point
9. Print off repeat prescriptions from computer asnecessary
10. Handle patients’ positive and negative feedbackinitially, seeking advice from or referring to Patient Services Supervisor orAssistant Practice Manager as appropriate
11. Check own email account frequently duringshift and ensure that all messages are responded to and actioned promptly and asappropriate
12. Check practice generic and reception emailaccounts frequently during shift and ensure that all messages are responded toand actioned promptly and as appropriate
13. Send, receive and record facsimile messages
14. Be conversant and deal with procedure for newpatients wishing to register with the practice
15. Be conversant with online Patient Services andCare Navigation and record outcomes as appropriate
16. Be responsible for security of the building iflast person leaving
17. Be conversant with Panic Alarm system and actupon this if necessary
18. Attend and participate in team, staff meetingsand other meetings as required
19. Be fully conversant with patient servicesprocedures and developments
20. Ensure that filing, record keeping anddistribution of documents and mail are undertaken efficiently and promptly.
21. Assist with sending out of patient recallletters and other similar correspondence
22. Ensure that patient services area, waiting room,consulting rooms, meeting rooms and outside areas in the immediate vicinity ofthe practice are clean and tidy, and that there is an adequate supply ofstationery and other routine items available.
23. Ensure that noticeboards are kept up to date andthat appropriate literature is displayed.
24. Arrange refreshments for doctors meetings and ensurethat adequate supplies are available.
25. Ensure that kitchen areas are kept clean andtidy.
26. Arrange for photocopier and other equipmentrepairs to be carried out as soon as possible
27. Contribute to a safe working environment
28. Assist with mentoring/training new staff, asdirected by Patient Services Supervisor or Assistant Practice Manager
29. Any other ad hoc duties as required
Person Specification
Qualifications
Essential
30. Educated to GCSE level or equivalent
Desirable
31. GCSE Mathematics & English (C or above) AMSPAR Receptionists Qualification NVQ Level 2 in Health and Social Care
Experience
Essential
32. Experience of working with the general public Experience of administrative duties
Desirable
33. Experience of working in a health care setting
Skills and Personal Qualities
Essential
34. Excellent communication skills (written and oral)
35. Strong IT skills
36. Clear, polite telephone manner
37. Competent in the use of Office and Outlook
38. Effective time management (planning & organising)
39. Ability to work as a team member and autonomously
40. Good interpersonal skills
41. Problem solving & analytical skills
42. Ability to follow policy and procedure
43. Polite and confident
44. Flexible and cooperative
45. Motivated
46. Forward thinker
47. High levels of integrity and loyalty
48. Sensitive and empathetic in distressing situations
49. Ability to work under pressure
Desirable
50. EMIS / Systmone user skills