Patient Services Advisor – Hedena Health
Overall Responsibility: As a Patient Services Advisor you will work in a small but dynamic team and often be the first person a patient encounters. Your role is to ensure that a patient receives the most appropriate appointment at the earliest opportunity. You will deal with all patients in a professional and friendly manner.
* Front Desk Duties: Welcome patients/visitors at the front desk and respond to all requests in a friendly, helpful, and courteous manner.
* Explain arrangements and formal requirements for new registrations and ensure the documentation/registration process is completed correctly.
* Ensure each new patient is given a registration pack that includes the registration form, patient questionnaire, information on the OCS, SCR and relevant opt‑out forms.
* Advise patients of private charges before booking non‑NHS appointments and receive payments/issue receipts.
* Educate patients about the services offered and systems at Hedena Health, including the Named Doctor System, Telephone Consultations/Appointment System, Appointments Online signup, SMS Text reminders, Nurse Minor Illness, Chronic disease recalls, Triage/Home Visits and Repeat prescribing process.
* Be completely familiar with the appointment system and monitor the flow of patients to consulting rooms.
* Advise patients if the clinician is running more than 15 minutes late.
* Receive, store and prepare samples for collection according to protocol.
* Receive deliveries and advise addressee of arrival.
* Ensure that workstations and the reception area in general are kept neat and tidy.
* Accept messages for nurses, doctors and requests for prescriptions.
* Maintain patient confidentiality at all times.
* Assist patients wishing to book appointments using self‑check‑in systems (touch screens), noting and resolving any discrepancies.
* Provide assistance to patients on the services provided at Hedena Health.
* Ensure that the reception and waiting area (including patient reading material) are kept tidy and welcoming.
* Report back to relevant colleagues on individual patients when required.
* Ensure that prescription requests are actioned promptly, and that repeat prescription requests are dealt with within 48 hours according to protocol.
Seniority Level
* Entry level
Employment Type
* Full‑time
Job Function
* Other
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