Patient Services Advisor - Ryalls Park Medical Centre
Ryalls Park Medical Centre has an exciting opportunity for a highly motivated and flexible individual to join the practice as a Patient Services Advisor on a permanent basis. The post available will be up to 15 hours per week, working pattern to be discussed at interview.
The rate of pay is £12.00 - £12.50 per hour depending on experience with the benefit of a NHS or NEST pension.
Main duties of the job
You should have excellent communication skills and have the ability to work as part of a team. You will be IT literate and be able to work accurately and prioritise your workload under pressure. You will ideally have a knowledge of NHS/General Practice and be proactive in your role alerting management/clinical staff to issues of quality, risk and safeguarding.
Job Summary
To provide administration and reception duties for the practice, dealing with patients, clinical staff and colleagues in an efficient and polite manner. Receive, assist and direct patients in accessing the appropriate service or healthcare professional and undertake a variety of administrative duties to assist in the smooth running of the Practice in accordance with agreed procedures, protocols and timescales.
About us
Symphony Healthcare Services Ltd. is a growing primary care organisation based in Somerset which aims to improve and develop the best patient-centred care and services in the country, and we are embracing change within general practice by implementing new and innovative models of care. If you are passionate about delivering outstanding healthcare and share our values, join us to support the achievement of our goals.
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
* Deal withrequests from patients and GPs for emergency calls, following protocol anddialling 999 as required.
* Maintain anoverview of the waiting areas, informing patients of any known delays andensuring the area remains in a neat and tidy condition.
* Follow uphospital appointments, test results etc. and act upon messages on thesystem from the medical team
* Recordvisit requests and alert duty doctor according to practice policy.
* Receiveurgent results as they come in from the pathology department at thehospital. Liaise with GP and contact patients with information.
* Handlespecimen samples from patients appropriately.
* Openup/lock Practice premises and maintain security in accordance withPractice protocols.
* Ensuretelephone system has been transferred correctly to out of hours message.
* Generaldaily administration tasks such as scanning, filing, retrieving paperwork,photocopying and faxing
* Deal withand respond to post and general emails in a timely manner and fax/emailurgent requests to hospital
* Handcompleted repeat prescriptions to patient and check name and address.
* Toinitially handle patient complaints by providing relevant information andby informing the Practice Manager as to the nature of any complaints,including informally made complaints.
* Carry out inputtingand alterations to computer records, including but not limited to changeof addresses, message books and any other admin tasks as they arrive.
* Complete newpatient registration process as requested and with appropriate training
* Acting as achaperone (once relevant training has been completed)
* Assist incontacting patients who fall in to the various Target areas as requested.
* Advisepatients of relevant charges for private services and acceptpayments/issue receipts
* Clear andre-stock consulting rooms if required (including stationary andprescription paperwork)
* Keep allareas of the building, noticeboards and leaflet dispensers tidy
* Attendancillary and other staff meetings and training courses as required
* Participatein an annual appraisal
* To assistwith the provision of cover for colleagues absences (leave and sicknessabsences).
* To assist/supportwith the induction and training of new staff as directed by the PracticeManager or Lead
* Offergeneral support to the practice and project a positive and friendly imageto patients and other visitors.
* To assistwith any other duties that may be required to ensure the smooth running ofthe practice.
* Liaise with patients and pharmacies regarding prescription queriesand requests as required
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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