Job summary
Alyn FamilyDoctors is looking for new members of its Patient Advisor team. Wereexpanding this team to enhance our services to patients. The Patient Advisorteam creates a positive, friendly and caring patient experience and the roleencompasses the traditional reception duties of welcoming and signposting patients,to taking medical histories over the telephone to detailed coding andadministration work and providing task-based support to clinicians and management.
The team isthe backbone of the practice and keeps everything running smoothly. Youll bepart of a large and friendly team, ensuring that patients journeys through ourservices are smooth and efficient. It will be pressured at times, but also veryrewarding.
Hours areavailable for up to 30 hours per week, but we welcome applications from peoplewho would like to work flexibly and on fewer hours. Shifts are allotted onvarious schedules from 8am to Monday to Friday. Please indicate yourdesired hours in your application.
Main duties of the job
The PatientAdvisor team creates a positive, friendly and caring patient experience,responsible for both the traditional reception role of welcoming andsignposting patients to appropriate healthcare professionals and administeringthe busy back-office work of prescriptions, scanning and coding the correspondence,and providing task-based support to the clinicians and management.
This is afast-paced role in a busy and demanding environment. We need our staff to beflexible, resilient, well organised, and able to problem-solve and multi-taskwhilst maintaining a friendly and approachable manner. The most importantthings are to have an excellent sense of customer service, remembering that youare dealing with people who are often distressed, and to be calm underpressure.
You will betaking patients' medical histories over the telephone as well as handlingqueries by email. An excellent and empathetic telephone manner is thusrequired, together with the ability to quickly learn and use new IT systems.
There is farmore to the role than many peoples perceptions and you will get a real insightinto the breadth of general practice.
About us
We are a long-established group of familydoctors working in partnership in the villages of Llay and Rossett. Thepractice has approximately 12,700 patients on its list, served by a team of 7GP partners and 1 non-clinical partner and a team of associated healthcareprofessionals.
The administrationteam is the engine room of the practice and keeps everything running smoothly.There are fourteen members of the team, working a variety of shift patterns. Wepride ourselves on maintaining a friendly work environment. Its very busy, andcan be pressured, but theres always tea and biscuits on hand and often cake!Staff run a book swap club and regular staff socials and events. We think itsgenuinely a nice place to work where you will feel supported and respected.
The environmentis very busy and we expect staff to work hard, but theres a real sense ofshared ownership and teamwork. You will be part of the huge bureaucraticmachine that is the NHS, which can be frustrating, but immensely rewarding whenyou can help navigate a patient through it.
Job description
Job responsibilities
Job Summary & Purpose
This is a fast-paced role in a busy and demanding environment. We need our staff to be resilient, well-organised, able to problem solve and multi-task in a self-motivated manner, whilst maintaining a friendly and approachable demeanour.
Our Patient Services Team work across our surgeries to:
1. Create a positive, friendly and caring patient experience;
2. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a personable, efficient and effective manner;
3. Undertake a variety of administrative duties to assist in the smooth running of the Practice, including the provision of clerical support to all members of the clinical and non-clinical team;
4. Facilitate effective communication between patients, team members and other healthcare agencies;
5. Maintain a thorough knowledge of Practice procedures and processes;
6. Ensure GDPR requirements are followed; and,
7. Ensure accuracy when recording details onto patient records.
A flexible approach to the needs of the service we are providing is required.
Main duties and responsibilities
1. Greeting of patients and visitors
2. Processing requests for appointments, visits and consultations clearly, politely and efficiently
3. Signposting patients to appropriate healthcare professionals and services
4. Dealing with all telephone and email queries from patients and acting as liaison with doctors and other staff as necessary
5. Allocate appointments sensibly, using initiative where appropriate
6. Registering new patients and explaining practice procedures
7. Process repeat prescription requests
8. Updating the patient record system using agreed codes
9. Ensuring the reception area and waiting areas are tidy and clean during surgery hours
10. Scanning and filing of correspondence into patients records
11. Dealing with incoming emails, letters and electronic triage requests
12. Tasks from GPs and senior management
Person Specification
Personal qualities
Essential
13. Excellent communication and interpersonal skills
14. Attention to detail thorough and able to maintain a high standard of accuracy and quality
15. Well-organised
16. Calm under pressure
17. Able to work as part of a team
18. A flexible approach to the needs of the service
Desirable
19. Experience dealing with people in distress
Experience
Essential
20. Experience of providing excellent customer service
21. Experience with using basic IT systems
Desirable
22. Experience of working in primary care
23. Experience of EMIS clinical system
Qualifications
Essential
24. Good standard of written English, GCSE English at grade C or equivalent
Desirable
25. ECDL or equivalent training or qualifications in word processing