Patient Advisor - Front of House

Working hours: Monday 9:30-14:45, Tuesday 13:15-18:30, Thursday 9:30-14:45, Friday 08:00-18:00 (Total 25.75 hours) Job Description: Patient/ Customer Care: • To meet and greet patients, members of the public and visitors • Offer general assistance to the practice team • Project a professional, positive, and friendly image in person or via the telephone. • Facilitate effective communication • Liaise with district nurses, midwives, and other professionals • Ensure an effective and efficient reception service is provided and deliver excellent customer care at all times • Play an active role in the co-ordination, and review of patient surveys • Offer solutions and actively listen to patients to resolve issues. • Deal with complex and sensitive issues • Receive specimens for laboratory analysis from patients and advise patients of their test results on request • Arrange patient transport as directed Operations: • Process telephone requests for appointments, visits, and telephone consultations • Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, including sign posting patients to the most appropriate appointments using in-house triage guidance. • Deal with all general enquiries, explain procedures and make new and follow-up appointments. • Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. • Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record. • Monitor flow of patients into consulting and treatment rooms • Maintain and monitor the practice appointments system, adding clinics and amending slots as directed • Collate patient data as directed • Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same. Prescriptions: • Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request • Dealing with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists • Identifying and 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: • Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. • Ensure that all registrations including New, immediately necessary, and temporary residents are registered onto the computer system promptly and accurately. • Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to Facilities: • Provide support for the Dermatology Camera located at individual sites • Replenish GP supplies and equipment in their consultation room according to shift rota. • Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter. • Keeping the reception well-stocked with stationery and other supplies • Ordering: this may be stationery and office supplies, consumables or medical/clinical supplies ordered under the supervision of one of the Nursing staff • Transfer telephones to and from the out of hours service as necessary • To maintain a thorough knowledge of all Practice procedures and work in accordance of written protocols • Ensure building security- have a thorough knowledge of doors/ windows/ alarm. Other Tasks: • Undertake a 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. • To maintain a thorough knowledge of all Practice procedures and work in accordance of written protocols • Contributing to the development and improvement of services to patients • To assist your colleagues in learning new procedures and offering support across the team when required. • To act as a mentor and/or buddy for new team members and apprentices within the team. Assisting the Reception Manager with induction and training. Health and Safety: • Ensure all members of staff comply with the Groups health and safety policy • Carry out risk assessments to comply with current Health and Safety legislation • Ensure any health and safety concerns are reported to the Operations Manager • To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection). Equality and Diversity: • The post-holder will support the equality, diversity and rights of patients, carers, and colleagues • Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation • Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues • Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities, and rights The details contained in this job description are not exhaustive and may change as the post develops. Governance: • Identify and record risks and issues, developing contingency plans with service and contract leads • Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice • Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement Confidentiality: To maintain confidentiality of information acquired in the course of undertaking duties for the practice. Job description Job responsibilities Working hours: Monday 9:30-14:45, Tuesday 13:15-18:30, Thursday 9:30-14:45, Friday 08:00-18:00 (Total 25.75 hours) Job Description: Patient/ Customer Care: • To meet and greet patients, members of the public and visitors • Offer general assistance to the practice team • Project a professional, positive, and friendly image in person or via the telephone. • Facilitate effective communication • Liaise with district nurses, midwives, and other professionals • Ensure an effective and efficient reception service is provided and deliver excellent customer care at all times • Play an active role in the co-ordination, and review of patient surveys • Offer solutions and actively listen to patients to resolve issues. • Deal with complex and sensitive issues • Receive specimens for laboratory analysis from patients and advise patients of their test results on request • Arrange patient transport as directed Operations: • Process telephone requests for appointments, visits, and telephone consultations • Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, including sign posting patients to the most appropriate appointments using in-house triage guidance. • Deal with all general enquiries, explain procedures and make new and follow-up appointments. • Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner. • Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record. • Monitor flow of patients into consulting and treatment rooms • Maintain and monitor the practice appointments system, adding clinics and amending slots as directed • Collate patient data as directed • Advise patients of relevant charges for private (non-General Medical Services) services, accept payment and issue receipts for same. Prescriptions: • Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request • Dealing with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists • Identifying and 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: • Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. • Ensure that all registrations including New, immediately necessary, and temporary residents are registered onto the computer system promptly and accurately. • Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to Facilities: • Provide support for the Dermatology Camera located at individual sites • Replenish GP supplies and equipment in their consultation room according to shift rota. • Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter. • Keeping the reception well-stocked with stationery and other supplies • Ordering: this may be stationery and office supplies, consumables or medical/clinical supplies ordered under the supervision of one of the Nursing staff • Transfer telephones to and from the out of hours service as necessary • To maintain a thorough knowledge of all Practice procedures and work in accordance of written protocols • Ensure building security- have a thorough knowledge of doors/ windows/ alarm. Other Tasks: • Undertake a 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. • To maintain a thorough knowledge of all Practice procedures and work in accordance of written protocols • Contributing to the development and improvement of services to patients • To assist your colleagues in learning new procedures and offering support across the team when required. • To act as a mentor and/or buddy for new team members and apprentices within the team. Assisting the Reception Manager with induction and training. Health and Safety: • Ensure all members of staff comply with the Groups health and safety policy • Carry out risk assessments to comply with current Health and Safety legislation • Ensure any health and safety concerns are reported to the Operations Manager • To be aware of and adhere to applicable practice rules, regulations, legislation and procedures, national legislation (Health and Safety, COSHH, Data Protection). Equality and Diversity: • The post-holder will support the equality, diversity and rights of patients, carers, and colleagues • Act in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with group processes and policies and current legislation • Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues • Behaving in a manner that is welcoming, non-judgemental and respects the individuals circumstances, feelings, priorities, and rights The details contained in this job description are not exhaustive and may change as the post develops. Governance: • Identify and record risks and issues, developing contingency plans with service and contract leads • Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice • Ensure that the PCN board and Clinical director adhere to the governance structure as set out in the network agreement Confidentiality: To maintain confidentiality of information acquired in the course of undertaking duties for the practice.