As Patient Services Adviser you will be the first contact a patient has when contacting the surgery. Queries will be received in person, online, and on the telephone. There are a number of administrative tasks involved with this job but it is primarily a patient-facing role.
Main duties of the job
We have exciting opportunities to join our Patient Services team in our very busy Saxonbrook Medical Practices. The Practice is made of two surgeries providing care to 20,000 patients on our list. This is an extremely busy practice and we are looking for people with a great work ethic to join our hardworking team. The ideal candidate will be a strong team player; this role requires a lot of support from the team around you to ensure that the day runs smoothly. Organisation is also key. The candidate must have knowledge of GDPR and understand the importance and legalities of patient confidentiality. IT skills are essential for this role, experience of using SystmOne is desirable but not essential. Experience of telephone work is essential. Full training will be given. The ability to work under pressure in a fast-paced environment whilst maintaining a high level of attention to detail is also key.
We are recruiting for two full-time positions. Working hours are usually between 07:45-18:30, however, we do offer extended hours so some cover will be required on some days between 06:45 and 20:30. You will also be required to cover some Saturdays.
About us
Saxonbrook is a large, busy surgery providing primary health care to 20,000 patients in the area. We are proud to be a safe and veteran-friendly surgery. Saxonbrook is a training practice and we welcome trainee GPs and Physician Associates regularly and invest in the progression of our teams. We have a great teamwork ethic and work together to achieve great results.
Job responsibilities
JOB DESCRIPTION
JOB TITLE: Patient Services Advisor
JOB SUMMARY: Reporting to the Patient Services Manager and Patient Services Supervisors. Assisting in the smooth, day-to-day operation of the reception department. This role includes general reception work such as answering the telephone and dealing with patients face-to-face, as well as administrative duties.
DUTIES:
1. Reporting directly to the Patient Services Supervisors but remain accountable to the Patient Services Manager.
2. Deal with patient queries both over the phone and face to face, maintaining a courteous, efficient and professional reception service.
3. Deal with patient queries via all other platforms such as the website within the required time frame.
4. Ensuring the call queue and wait time is kept to a minimum at all times.
5. Competently using SystmOne to book appointments with all clinicians within the agreed guidelines.
6. Service the repeat prescription requests from patients via all channels within a 48-hour time frame.
7. Ensuring general enquiries and requests received via the website are dealt with within 48 hours.
8. Some letter reading may be required in order to ensure the letter/request has sufficient information for the request to be actioned.
9. General administrative duties such as photocopying and scanning.
10. Ensure the appearance of the reception area, waiting rooms, consulting rooms, and office is maintained in terms of tidiness and organisation.
11. Ensuring notice boards are kept presentable and up to date.
12. Ensuring clear and informative messages are taken for members of the management team and passed on in a clear and timely manner.
13. Ensure that any relevant/important information is handed over to the rest of the team via Microsoft Teams.
14. Maintain the reception emails and personal emails, responding in a timely manner.
15. Data input and scanning of urgent documents.
16. Ensure agreed office protocols and standard operating procedures are implemented for all tasks.
17. Ensure opening and closing procedures are followed correctly and the checklist is signed.
18. Cash handling, being responsible for the taking and counting of money including filling out the relevant paperwork correctly.
19. Ensuring tasks and document inbox both personal and for the reception group are cleared in a timely manner.
20. Maintain good relationships and communication with all practice staff including the management team, clinical, and administration teams.
21. Ensuring GDPR is adhered to at all times.
22. Maintain health and safety of all staff, patients, and visitors.
23. Complete mandatory training when required and in a timely manner.
24. Assisting with training and mentoring of new starters.
25. There may be some times when you are asked to cover additional hours due to annual leave and sickness.
26. Urine Dips.
27. Following the prescription paper protocol. Signing in and out of prescription paper correctly. Ensuring the cabinet is locked.
28. Completing allocated jobs and show a willingness to learn new skills in line with the PSA competencies scoring.
29. Maintaining a flexible and positive approach to work.
30. Supporting the Patient Services Supervisors and HR Manager with changes within the department and the surgery showing a positive attitude toward them.
31. Having open and honest communication within the team.
32. Abiding by Practice Policies.
33. Play a key role in the success of the Practice with the CQC inspection.
34. Ensure QOF indicators (alerts) are dealt with opportunistically, playing a part in the success of the practice within its annual QOF targets.
Person Specification
Experience
* None
Experience and skills
* Ability to work as part of a team.
* Ability to work to deadlines.
* Ability to work in a fast-paced and challenging environment.
* Experience working in General Practice or another Healthcare setting.
Qualifications
* GCSE A to C in English and Maths.
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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