Whaddon Healthcare is a GP Training practice with 22,000 patients situated in Bletchley, Milton Keynes.
Whaddon Healthcare are an inclusive and equal opportunity employer, who celebrate and support diversity.
Vision - "To provide an unrivalled healthcare service, admired for everything we do"
Patient Advisors ensure that patients are assisted courteously, efficiently and with empathy; they are an important practice team member supporting others in order that we may provide a caring and efficient service to the patients.
Main duties of the job
To support the online triage and the Duty GP booking and signposting patients.
Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.
Provide help to patients with general enquiries and assist them in making appointments using the computer appointment system.
Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system.
About us
Whaddon Healthcare is made up of two practices: Whaddon Medical Centre and Water Eaton Health Centre. Whaddon Medical Centre was established in the early 1900s and in 2020 formally merged with Water Eaton Health Centre (which was established in 1974).
We have a list size of 22,000 and welcome patients from the Bletchley area.
There are a number of community services: Cardiology, Heart Failure, Gynaecology, Respiratory, AIRS, Home Oxygen service, and PCAS.
Job responsibilities
The duties of the role are detailed below:
1. Receiving and Directing Patients:
Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently.
Provide help to patients with general enquiries and assist them in making appointments using the computer appointment system.
Receive, record and direct accurate messages when appropriate and pass these onto other members of the team using emails or the clinical system.
Answer telephones promptly in a polite and professional manner and manage calls appropriately, dealing with patients and other callers and forwarding to the most appropriate team member if necessary.
Deal efficiently with general enquiries from patients, explain surgery procedures, appointment system, and all other procedures for obtaining services, and hand outpatient pack/practice leaflet as appropriate.
Advise patients on approximate waiting times and of any unexpected delays.
Book transport for hospital appointments when the patient is unable to do so.
Book interpreters for patients when needed.
Take in fees from patients where applicable and issue receipts.
Give patients any forms/referral letters that are waiting for collection, checking ID and taking in fees where necessary.
Listen to patients' complaints, always remaining polite and empathetic, making sure they are addressed and dealt with appropriately, enlisting the help of a senior colleague when needed.
Support the online triage and the Duty GP booking and signposting patients.
2. Operation of Telephone System:
Receive and make calls as required. Divert calls and take messages as appropriate.
Ensure that the system is operational at the beginning of each day.
Ensure that the out of hours messages are updated and that the phones are transferred to out-of-hours when the practice is closed longer than usual.
3. Administrative Duties:
Register new patients who are in the practice area and inform patients of practice facilities. Register patients on the clinical system ensuring all details needed for the registration authority are completed.
Check and update patients' addresses and telephone numbers and other contact information on the clinical system.
Undertake photocopying and faxing as needed including photocopying patients' notes when requested to do so by Administrator.
Phone patients for recall and data collection purposes and correctly record data in patients' medical records.
Photocopy the practice leaflet ensuring that there is always a supply available at reception.
Make up registration packs (GMS1 & New Patient Health Check Form).
Complete tasks sent via SYSTM1 (or any other clinical system or document management system which may replace these).
Complete tasks put on the reception clipboard.
Email referrals as requested by the clinical team.
4. Start and End of Day Procedures:
At the start of the day, make all necessary preparations to receive patients.
Ensure that the reception area is tidy and ready for use by staff the next day.
Tidy the waiting area, i.e., collect magazines, etc., at the end of morning and evening surgery.
Secure premises at the end of the day, ensure the Practice corridor is totally secured (windows & doors locked/lights out etc).
5. General Tasks:
Ensure confidentiality is always maintained.
Chaperone for the GPs if requested to do so.
Help with any other tasks that may require to be done to maintain efficient operation of the practice as requested by the doctors or General manager.
Attend team meetings and PLT when scheduled.
Contribute to team working within the practice, offering support to and seeking support from colleagues wherever possible.
Participate in appraisals and PDP (Personal Development Plan) and team training opportunities.
Promote equality of opportunity for both staff and patients, reflecting the fact that the practice operates in, and is part of, a diverse community.
In certain circumstances, it may be necessary to help cover for colleagues who are absent or provide additional hours or take on additional duties in times of pressure/crisis.
Person Specification
Personal Qualities
* Good communication skills, in person and over the telephone.
* Possessing sensitivity, tact and diplomacy.
* Self-motivated with a high degree of personal integrity.
* An organised approach to work.
* Reliable.
* Flexible with an adaptable approach.
* Ability to work on own initiative.
* Ability to maintain strict confidentiality.
* Able to work under pressure.
* Calm and patient manner.
* Ability to work to deadlines and under pressure.
* Ability to multitask and prioritise own workload.
Experience
* Previous patient advisor, reception, or call centre experience.
* Experience working in an environment with direct contact with the public.
* Ability to work on both sites.
* Experience in a GP Practice.
* Experience with database systems.
Qualifications
* Education to GCSE level, NVQ level 2 (or equivalent).
Knowledge and skills
* Ability to use Microsoft Office programs (Word & Excel).
* Knowledge of clinical databases including Systm1.
* Hold a UK Driving License.
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.
#J-18808-Ljbffr