Patient Advisor (Front of House) Fixed Term Contract
As first point of contact for our patients, your focus will be on ensuring patients and visitors to Beacon Medical Group receive the best possible service. You will provide a professional, efficient and friendly reception service for all patients and other visitors, and you'll enjoy making a difference to every person who walks through our doors.
Main duties of the job
1. Meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner.
2. Offer general assistance to the practice team and project a professional, positive, and friendly image to patients and other visitors, either in person or via the telephone.
3. Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies.
4. Liase with district nurses, midwives, and other professionals within the community teams, on behalf of patients.
5. Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
6. Ensure that excellent customer care is being delivered at all times.
7. Play an active role in the co-ordination, and review of patient surveys.
8. Offer solutions and actively listen to patients to resolve issues.
9. Deal with complex and sensitive issues.
10. Receive specimens for laboratory analysis from patients and advise patients of their test results on request.
11. Arrange patient transport as directed.
About us
Beacon Medical Group Practice is a single practice, Primary Care Network (PCN), providing care to 43,000 patients across Plympton and the South Hams. We are a team of Partners, Salaried GPs, Paramedics, Clinical Pharmacists, Pharmacy Technicians, Practice and specialist Nurses, HCAs, Phlebotomists, First Contact Physios, Social Prescribers, Advanced Clinical Practitioners, Clinical Practitioners and Administrative support staff. Our mission is to give all our patients the right care, at the right time, in the right place. We are a forward-thinking partnership always looking for opportunities to improve services for our patients. We have a good reputation for delivering good healthcare, leading at scale and innovating primary care services. This is a really exciting time to be joining us as we diversify our teams, our partnership and services.
If you join our team; you will receive support, opportunities to grow in your role, training, and work with colleagues who care about you.
Job responsibilities
1. Meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner.
2. Offer general assistance to the practice team and project a professional, positive, and friendly image to patients and other visitors, either in person or via the telephone.
3. Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies.
4. Liase with district nurses, midwives, and other professionals within the community teams, on behalf of patients.
5. Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
6. Ensure that excellent customer care is being delivered at all times.
7. Play an active role in the co-ordination, and review of patient surveys.
8. Offer solutions and actively listen to patients to resolve issues.
9. Deal with complex and sensitive issues.
10. Receive specimens for laboratory analysis from patients and advise patients of their test results on request.
11. Arrange patient transport as directed.
Person Specification
Experience
* Experience of working with the general public.
* Experience of working in a busy environment.
* Understanding of different patients and carer groups and needs.
* Awareness of the importance of safeguarding and procedures.
* Be aware of confidentiality and data protection when handling sensitive information.
* Experience of high-volume telephone calls and managing workload.
* Developing productive and effective relationships with all members of the healthcare team.
* Experience of working in a receptionist role within a General Practice environment.
* Patient/customer service-related training/previous role.
* Up-to date knowledge of services and health resources in the local area.
* Knowledge of the Data Protection Act and how this is applied in practice.
Skills
* Effective communication and interpersonal skills (Tasks and Oral).
* Good level of computer literacy.
* Clear, polite telephone manner.
* Ability to deal with sensitive issues often within hostile or emotional situations.
* Time Management and the ability to work to deadlines.
* Ability to use own initiative and work under minimum supervision.
* Confidence and ability to follow practice protocol in an emergency situation.
* Able to work well as part of a team.
* Flexible approach to work.
* Evidence of problem solving and improving processes.
* Sensitive to the needs of service users, their families, and carers.
* Recognise own development needs and identify how these may be met.
* Confidence in ability to understand practice policy and protocols.
* Demonstrable experience of using SystmOne; ability to maintain the appointments system and make changes when appropriate.
Qualifications
* Good standard of general education.
* Or experience in similar role will be considered.
* NVQ II in Customer Care.
Values
* The candidate must demonstrate an understanding of our values.
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