Patient Advisor - Front of House and Phone Hub

Tomeet and greet patients, members of the public and visitors to the practice ina friendly and courteous manner

Offergeneral assistance to the practice team and project a professional, positive,and friendly image to patients and other visitors, either in person or via thetelephone

Facilitateeffective communication between patients, members the primary health care team,secondary care, and other associated healthcare agencies

Liaisewith district nurses, midwives, and other professionals within the communityteams, on behalf of patients

Ensurean effective and efficient reception service is provided to patients and anyother visitors to the Practice

Ensurethat excellent customer care is being delivered at all times

Playan active role in the co-ordination, and review of patient surveys

Offersolutions and actively listen to patients to resolve issues.

Dealwith complex and sensitive issues

Receivespecimens for laboratory analysis from patients and advise patients of theirtest results on request

Main duties of the job

Processtelephone requests for appointments, visits, and telephone consultations

Receive,assist, and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way, including signposting patients to the most appropriate appointments using in-house triageguidance.

Dealwith all general enquiries, explain procedures and make new and follow-upappointments.

Using your own judgment and communication skills ensure that patients with no priorappointment but who need urgent consultation are seen in a logical andnon-disruptive manner.

Bookappointments ensuring sufficient information is recorded to ensure retrievaland accurate notes and use of the medical record.

Monitorflow of patients into consulting and treatment rooms

Maintainand monitor the practice appointments system, adding clinics and amending slotsas directed

Collatepatient data as directed

Advisepatients of relevant charges for private (non-General Medical Services)services, accept payment and issue receipts for same., Prescriptions :

Receiverequests for repeat prescriptions from patients, pharmacy and care home staff,and process these in a timely and accurate manner and distribute signedprescriptions on request

Dealingwith prescription enquiries that other members of staff are unable to answerfrom patients and local pharmacists

Identifyingand suggesting ways of how to improve the repeat prescription

process.

Pathology : Follow up patients with abnormal test results, as instructed by the GP.

Patient Registrations :

ExplainPractice arrangements and formal requirements to new patients and those seekingtemporary cover and ensure procedures are completed.

Ensurethat all registrations including New, immediately necessary, and temporaryresidents are registered onto the computer system promptly and accurately.

Retrieveand re-file records as required, ensuring strict alphabetical order is adheredto

Facilities :

Providesupport for the Dermatology Camera located at individual sites

ReplenishGP supplies and equipment in their consultation room according to shift rota.

Keepingthe reception area, noticeboards and leaflet dispensers tidy and free fromobstructions and clutter.

Keepingthe reception well-stocked with stationery and other supplies

Ordering : this may be stationery and office supplies, consumables or medical / clinicalsupplies ordered under the supervision of one of the Nursing staff

Transfertelephones to and from the out of hours service as necessary

Tomaintain a thorough knowledge of all Practice procedures and work in accordanceof written protocols

Ensurebuilding security- have a thorough knowledge of doors / windows / alarm.

Other Tasks :

Undertakea variety of SystmOne tasks to assist in the smooth running of the practice,contacting patients as requested by managers and clinical staff when required.

Responding to system wide alerts.

Tomaintain a thorough knowledge of all Practice procedures and work in accordanceof written protocols

Contributingto the development and improvement of services to patients

Toassist your colleagues in learning new procedures and offering support acrossthe team when required.

To act as a mentor and / or buddy for new teammembers and apprentices within the team. Assisting the Reception Manager withinduction and training.

Healthand Safety :

Ensure all members of staff comply with theGroups health and safety policy

Carry out risk assessments to comply with currentHealth and Safety legislation

Ensure any health and safety concerns arereported to the Operations Manager

To be aware of and adhere to applicablepractice rules, regulations, legislation and procedures, national legislation(Health and Safety, COSHH, Data Protection).

Equalityand Diversity :

The post-holder will support the equality,diversity and rights of patients, carers, and colleagues

Act in a way that recognises the importance ofpeoples rights, interpreting them in a way that is consistent with groupprocesses and policies and current legislation

Respecting the privacy, dignity, needs andbeliefs of patients, carers, and colleagues

Behaving in a manner that is welcoming,non-judgemental and respects the individuals circumstances, feelings, priorities,and rights

Thedetails contained in this job description are not exhaustive and may change asthe post develops.

Governance :

Identify and record risks and issues, developingcontingency plans with service and contract leads

Ensure the PCN is compliant with health andsafety policies and procedures to reflect current best practice

Ensure that the PCN board and Clinical directoradhere to the governance structure as set out in the network agreement

Confidentiality :

To maintain confidentiality ofinformation acquired in the course of undertaking duties for the practice.

Essential

• Good standard of general education


• Or experience in similar role will be considered


Desirable

NVQII in Customer Care

Experience

Essential

• Experience of working with the general public


• Good Keyboard skills


• 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


Desirable

• Experience of working in 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

Essential

• Effective communication and interpersonal skills (Tasks and Oral)


• Good level of computer literacy


• Clear, polite telephone manner


• Strong Customer service skills


• 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


Desirable

Demonstrable experience of using SystmOne; ability to maintain the appointments system and make changes when appropriate.

Beacon Medical Group Practice isa single practice, Primary Care Network (PCN), providing care to 43,000patients 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 andAdministrative support staff.

Our mission is to give all our patients the rightcare, at the right time, in the right place. We are a forward thinkingpartnership always looking for opportunities to improve services for ourpatients.

We have a good reputation for delivering good healthcare, leading atscale and innovating primary care services. This is a really excitingtime to be joining us as we diversify our teams, our partnership and services.

If you join our team; you willreceive support, opportunities to grow in your role, training, and work withcolleagues who care about you.