Overview
Job Title: Patient Care Advisor
Employer: NHS Lothian
Job details
* Job category: Administrative Team
* Accountable to: Practice Manager
* Practice: Niddrie Medical Practice Partnership (Edinburgh, UK)
* Places of work: Niddrie Medical Practice, Craigmillar Medical Centre, 106 Niddrie Main Road, Edinburgh EH16 4DT
Practice description
The practice has a list size of 4,985 patients and a team including GPs, Practice Nurses, Patient Care Advisors, Link Worker, Practice Mental Health Nurse, Pharmacy support and Practice Manager. The partnership emphasizes high quality, accessible clinical care, the use of IT to reduce admin workload, training and professional development.
Job purpose
Provide high quality, professional reception and administrative service to patients, doctors, staff and health service professionals. Act as the first point of contact for patients and portray the Practice in a professional light. Use judgement to assess urgency of patient inquiries and signpost to appropriate solutions where needed. Take an active role in data input, data management and administration duties.
Responsibilities of the Patient Care Advisor
Reception Duties
* Undertake all reception duties, including Docman scanning and filing, mail distribution, prescription requests and queries, new and temporary registrations, patient online services, and general enquiries by phone or in person.
* Open and close the practice; follow procedures; secure premises at day end; ensure rooms and toilets are checked.
* Answer the telephone promptly; manage enquiries from patients and professionals; prioritise urgent needs.
* Arrange patient appointments, encourage use of online services, and promote use of the check-in system.
* Manage phone system, set up messages, and report problems promptly.
* Record messages/house call requests clearly; arrange emergency, urgent or routine appointments per practice protocols.
* Relay results and handle specimen procedures as instructed.
* Assist in management of the appointment system and provide cover for sickness/holidays as required.
* Perform duties in accordance with health and safety procedures.
Administrative duties
* Manage new patient and temporary registrations; adhere to registration policies.
* Handle patient information, return records to health board, import records, and respond to access requests in line with regulations.
* Keep confidentiality in accordance with policy; verify identities and follow GPR guidance for information sharing.
* Scan, file and distribute letters and electronic transmissions; note that faxing patient information is no longer allowed in Lothian.
* Extract data from hospital correspondence and code patient information as required; prepare medical reports and process invoices and fees.
* Summarise patient records and read code correspondence; support Practice Manager/GP Partners as required.
* Maintain accuracy in a busy, changing environment.
This is a high-paced job requiring on-the-job learning and proactive prioritisation. You may be required to work independently at times and to adapt to changing demands.
Teamwork and development
* Work as part of the Practice Team; provide peer support and contribute to training and development activities.
* Be flexible, participate in meetings and practice initiatives, and attend team-building or social events as required.
* Develop professional skills to meet partnership needs and accept necessary training.
Other notes
* Involve in audits, database searches, and information gathering as requested by Practice Manager or GP Partners.
* Use systems and equipment daily (Vision, Docman, SCI Gateway/Store, etc.); adapt to new systems as needed.
* Demonstrate professionalism in communication with all levels, maintain confidentiality, and manage difficult or upset patients calmly.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Hospitals and Health Care
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