Middlewood Partnership is a GP Practice and Primary Care Network of 34,500 patients, established in April 2019. We operate from 4 sites across Cheshire - Bollington, Disley and Poynton and we are looking for an enthusiastic individual who shares our values and has the energy and skills contribute to shaping how we deliver care for the future, to join the Middlewood Partnership as a Patient Services Advisor. This is a unique opportunity to be part of, and contribute to, the development of a new and innovative primary care organisation.
The purpose of this role is to be a trusted, caring, and informative person to/for our patients when they require access to our services or support. In doing this you will be the main point of contact between doctors, patients, and other medical colleagues. You will also provide support services to all members of the Practice team across our sites, including a range of administrative tasks relating to care, record keeping and communication. You will be working in our reception and office areas to ensure the smooth & efficient flow of work.
Job summary
To provide a caring, informative, and professional service to patients and others with regard to appointments, queries and other information supporting the all-round care that patients receive at our surgeries.
This is a fixed term position for 12 months
Job Title: Patient Services Advisor
Based: Middlewood (Cheshire based villages of Poynton / Bollington / Disley)
Accountable to: The Middlewood Partners
Reports to: Patient Services Lead
Hours: Full time / Part time
Salary / Hourly Rate: £11.44 per hour
Type of position: Permanent
Main duties of the job
* To provide a caring, informative, and professional service to patients and others with regard to appointments, queries and other information supporting the all-round care that patients receive at our surgeries.
Key tasks include:
* Booking patient appointments with GPs or other health professionals using the practice appointments system
* Supporting patients in accessing our on-line digital request system
* Explaining practice arrangements to new patients who register with the practice both on a permanent and a temporary basis
* Responding and helping with all queries and requests for assistance from patients and other visitors.
* Being positive and supportive and treating everyone with dignity and respect.
* Directing enquiries to the appropriate people and understanding and managing patient expectations through effective questioning.
* Chaperoning during clinical consultations, as required following training and support
* Sometimes there can be difficult conversations and part of the role will be handling these situations in a calm and professional manner with support from colleagues.
* Being responsible, alongside colleagues, for opening and closing procedures for the surgery following suitable training
* Responding to all general patient enquiries and following and directing patients through our practice processes and procedures.
* Ensuring that colleagues are provided with any information about any unresolved or urgent matters either using the message book or internal email.
* Prioritise workload according to daily requirements, through consultation with the Reception Manager and other team members.
* Keeping all areas in the surgery tidy especially the reception and waiting room areas.
* Ensuring that all outgoing patient correspondence is filed in order ready for collection.
* Taking payments and issuing receipts for non-NHS work where appropriate.
* To ensure that all patient records are kept up to date within the remit of the role.
* To ensure that our strict confidentiality guidelines are adhered to
* To ensure that all equipment in the reception area is working before the start of the session, and during a shift, reporting any faults as and when discovered, to the Practice Operational Manager.
* To use all IT systems to enhance communication to patients
* To carry out any duties that maybe necessary to assist with the smooth running of the surgery
* Flexibility is essential to cover for annual leave, absence, and all other instances
Person Specification
Education and Training
Essential:
· Good standard of education with excellent literacy and numeracy skills
· Excellent keyboard and word processing skills
Knowledge and experience
Essential:
· Experience of working with the general public
· Experience of working in a team
· Experience of working closely with colleagues, managers and clinicians
· Knowledge and experience of conflict management
Desirable:
· Experience of working in a healthcare setting
· Knowledge of Clinical Systems
· Knowledge and experience of safeguarding
Skills
Essential:
· Excellent communication skills and interpersonal skills
· Demonstrable IT skills including word processing, emails and the internet
· Telephone switchboard operational skills
· Proven problem solving and organisational skills
· Ability to maintain a positive work environment
· Demonstrable attention to detail
· The ability to build relations with key internal and external colleagues
· Excellent time management skills
Aptitude
Essential:
· Ability to listen and empathise with people
· Sensible and able to use own initiative
· Demonstrates honesty and integrity and promotes organisational values
· An ability to maintain confidentiality and trust
· Ability to work under pressure
· Proven team worker with ability to motivate others
· Able to demonstrate emotional resilience
· Able to demonstrate flexibility, enthusiasm and commitment
· Ability to identify risk and assess/manage risk
Qualities and Attributes
Essential:
· Access to own transport and ability to travel across the locality
Full job description and person-spec available on request
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Pay: £11.44 per hour
Expected hours: 37.5 per week
Benefits:
* Company pension
Schedule:
* Day shift
Experience:
* customer service: 2 years (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person
Application deadline: 06/10/2024
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