Alyn Family Doctors is looking for new members of its Patient Advisor team. We're expanding this team to enhance our services to patients. The Patient Advisor team creates a positive, friendly, and caring patient experience, and the role encompasses traditional reception duties of welcoming and signposting patients, taking medical histories over the telephone, detailed coding and administration work, and providing task-based support to clinicians and management.
The team is the backbone of the practice and keeps everything running smoothly. You'll be part of a large and friendly team, ensuring that patients' journeys through our services are smooth and efficient. It will be pressured at times, but also very rewarding.
Hours are available for up to 30 hours per week, but we welcome applications from people who would like to work flexibly and on fewer hours. Shifts are allotted on various schedules from 8 am to 6:30 pm Monday to Friday. Please indicate your desired hours in your application.
Main duties of the job
The Patient Advisor team creates a positive, friendly, and caring patient experience, responsible for both the traditional reception role of welcoming and signposting patients to appropriate healthcare professionals and administering the busy back-office work of prescriptions, scanning and coding the correspondence, and providing task-based support to the clinicians and management.
This is a fast-paced role in a busy and demanding environment. We need our staff to be flexible, resilient, well-organised, and able to problem-solve and multi-task whilst maintaining a friendly and approachable manner. The most important things are to have an excellent sense of customer service, remembering that you are dealing with people who are often distressed, and to be calm under pressure.
You will be taking patients' medical histories over the telephone as well as handling queries by email. An excellent and empathetic telephone manner is thus required, together with the ability to quickly learn and use new IT systems.
There is far more to the role than many people's perceptions, and you will get a real insight into the breadth of general practice.
About us
We are a long-established group of family doctors working in partnership in the villages of Llay and Rossett. The practice has approximately 12,700 patients on its list, served by a team of 7 GP partners, 1 non-clinical partner, and a team of associated healthcare professionals.
The administration team 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. We pride ourselves on maintaining a friendly work environment. It's very busy and can be pressured, but there's always tea and biscuits on hand and often cake! Staff run a book swap club and regular staff socials and events. We think it's genuinely a nice place to work where you will feel supported and respected.
The environment is very busy, and we expect staff to work hard, but there's a real sense of shared ownership and teamwork. You will be part of the huge bureaucratic machine that is the NHS, which can be frustrating but immensely rewarding when you can help navigate a patient through it.
Job responsibilities
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;
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
* Greeting of patients and visitors
* Processing requests for appointments, visits, and consultations clearly, politely, and efficiently
* Signposting patients to appropriate healthcare professionals and services
* Dealing with all telephone and email queries from patients and acting as liaison with doctors and other staff as necessary
* Allocate appointments sensibly, using initiative where appropriate
* Registering new patients and explaining practice procedures
* Process repeat prescription requests
* Updating the patient record system using agreed codes
* Ensuring the reception area and waiting areas are tidy and clean during surgery hours
* Scanning and filing of correspondence into patients records
* Dealing with incoming emails, letters, and electronic triage requests
* Tasks from GPs and senior management
Person Specification
* Excellent communication and interpersonal skills
* Attention to detail thorough and able to maintain a high standard of accuracy and quality
* Well-organised
* Calm under pressure
* Able to work as part of a team
* A flexible approach to the needs of the service
* Experience dealing with people in distress
Experience
* Experience of providing excellent customer service
* Experience with using basic IT systems
* Experience of working in primary care
* Experience of EMIS clinical system
Qualifications
* Good standard of written English, e.g. GCSE English at grade C or equivalent
* ECDL or equivalent training or qualifications in word processing
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.
£22,308 a year. Current pay is subject to Welsh Govt review. NHS pension paid.
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