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Job summary
Symphony has an excellent opportunity fora Patient Services Advisor to join the friendly, supportive teams at Buttercross Health Centre in Somerton and Ilchester Surgery in Ilchester, alongsideworking on a rotational basis at the innovative and forward-thinking ContactHub, which is situated on the top floor of South Petherton MedicalCentre. This allows for a varied and exciting working week!
The Contact Hub is a centralpoint of contact for patients and facilitates a comprehensive triaging process,to ensure people are seen as soon as possible, by the best person.The Contact Hub manages call and queries from patients from all surgerieswithin the South Somerset West (SSW) Primary Care Network (PCN) which areHamdon Medical Centre,Crewkerne Health Centre, Martock Surgery, SouthPetherton Medical Centre, Buttercross Health Centre in Somerton and IlchesterSurgery in Ilchester.
Based on the need to rotate, you will need access to a car /public transport to travel between sites.Please consider this before applying.
We are looking for an enthusiastic, resilient andproactive individual who is a real team player with a willingness to learn.
The position is part time - 31 hours per week, to be workedMonday to Friday. The successful candidate will be required to work flexibly, toassist with cross-site cover, as and when needed.
The rate of pay is £12.21 per hour, increasingto £12.50 once a successful 6-month probation period has been completed.
Main duties of the job
The right candidate will be confident communicatingwith people both over the phone and face to face, comfortable using a computerand learning internal systems, plus happy to work within a busy patient facingenvironment.
You will act as the central point of contact forpatients, and duties will include processing administration, effective use of computer and phone systems, as well as booking appointments using online systems, processinginformation and liaising with both clinical and non-clinical colleagues (bothinternally and externally).
This role requires a methodical approach toadministration tasks, a courteous, calm and effective communication style andthe willingness to work as part of a team.
You will also be able to work accurately, followingprotocols and processes and prioritise your own workload effectively, whilealso meeting competing deadlines.
You will have sound IT skills and experience ofusing packages such as MS Office (Outlook, Word etc.).
Knowledge of the NHS / General Practice would bedesirable, but not essential.
Please read the full Job Description (JD) attachedcarefully before applying.
About us
Symphony Healthcare Services was establishedin 2016 as part of the award-winning Symphony Programme Vanguard, developingnew models of care. We now support 16 practices across Somerset providing care for over 130,000 patients.
Symphony has developed a model where each practice isencouraged to operate autonomously, but as a subsidiary of NHS SomersetFoundation Trust (SFT), and with the backing and economies of scale from acentral support team (particularly for HR, finance, corporate and strategicmanagement matters).
Providing NHS services is at the heart of what wedo. Our vision is to ensure that primary care is sustainable for patients andpractices in Somerset, and we aim to be a national exemplar for primary careprovision. We work closely with our practice teams to support, develop andtransform patient care and working practices with innovation and technology atthe heart of what we do.
Symphony welcome applications from people of allbackgrounds and underrepresented groups. When undertaking recruitment andselection for our services, Symphony are committed to equality of opportunity forall.
Symphony offers a NHS or NEST Pension, a fantastic rangeof employee benefits and salary sacrifice schemes (see attached poster), alongwith flexible working from day of employment and an agile approach to home /office-based working (where applicable).
We look forward to hearing from you and receiving yourapplication.
Job responsibilities
* Identifyand book appointments and home visits in line with practice protocols,including cross-organisation bookings.
* Search for,register if necessary and book onto the computer system patients as theypresent at the desk.
* Deal withenquiries, signposting and requests, either face to face or over thetelephone from a variety of external sources, such as patients, relatives,clinical team, hospital, pathology, and work colleagues.
* Deal withdistressed/aggressive patients safely and appropriately as they present atthe desk or over the telephone
* Be able toprioritise patients in need of urgent medical attention who present toreception in person or telephone in and direct them to the correctclinical intervention/appointment
***Please read the full job description attached before applying***
Person Specification
Knowledge and skills
* Computer literate and good keyboard skills
* Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
* Excellent organisational skills
* Strong attention to detail and the ability to transfer accurate information
* Work well under pressure
* Use own initiative within clear boundaries, seeking advice when necessary
* Demonstrate enthusiasm and a strong sense of teamwork
* Ability to complete tasks to a high standard with frequent interruptions
* Knowledge of medical terminology
* Knowledge of the NHS/General Practice
Qualifications
* English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3) (E)
Experience
* Experience of working within a team
* Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures
* Experience of working in a customer focused environment
* Experience of working within an administration team
* Experience of working in the NHS or similar health care setting
* Awareness of clinical systems such as EMIS
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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