Receptionist Patient Advisor

1 week ago

St Annes, Lancashire, United Kingdom Holland House Surgery Full time

Job summary

We are looking for a confident individual thatcan join our supportive and forward-thinking practice. The job role involves workingon our busy reception and working on our busy phone lines.

The job role is very patient focused where projectinga positive and friendly image to patients and other visitors is at the heart ofthe practice. We expect a high level of care and pride to be shown in our chosencandidates work ethic.

The receptionist patient advisor will be thefirst point of contact for patients either attending the practice or phoningthe surgery. The role will be to optimise the patients journey by receiving,assisting and directing patients in accessing the appropriate service orhealthcare professional in a courteous, efficient and effective way.

They will work collaboratively with the multi-disciplinarygeneral practice team to meet the needs of patients and to support the deliveryof policy and procedures.

We have potentially two positions available. The right candidate will need to be able to work on Monday, Thursday and Friday. Part of the interview process will include a trial prior to interview. The trial and interview will take 2hrs. Candidates will need to be available for this.

Main duties of the job

Ensure an effective andefficient reception service is provided to patients and any other visitors tothe Practice

Provide telephone triage roleby talking calls from patients and assigning them to the most appropriateservice or clinician appointment

Process appointment and prescription requests

Various administration tasks relating to patient queries/requests

Updating patient medical records ensuring information is accurate

Acting as a patient chaperone as and when required

Check and restock clinical rooms with clinical stock on a regular basis

Work as part of a team to provide good patient centred care

Liaise with patients in an appropriate manner

About us

Holland House Surgery is set across twosites, Lytham Primary Care and Freckleton Health Centre. It is a busypractice which is made up of 7 partners, supported by a host of clinicians andnon-clinical staff that form the foundation of our practice.

HollandHouse strives to provide an exemplary primary health care service for allpatients registered with the practice making use of all the services available.We are a supportive practice that encourages development and participation inimproving services.

We are looking for an enthusiastic,confident and friendly individual who shares our values and has the energy andskills to contribute to shaping how we deliver patient care.

Job description

Job responsibilities

Reception

Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice Deal with all general enquiries and explain procedures Checking patients in for appointments and monitor patient waiting times Process appointment requests for future appointments from patients. Handing completed repeat prescriptions to patient and checking names and address. Advise patient of relevant charges for private services (non-General Medical Services), accept payment and issue invoices and receipts for these services Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed Action requests for fit notes Assist the team with responding to email queries or forwarding where appropriate to the relevant Practice personnel. Deal with any deliveries to front desk

Patient Advisor

This is a telephone triage role involving talking calls from patients and assigning them to the most appropriate service or appointment.

Develop and maintain an in-depth knowledge and understanding of the services provided by the Practice and the wider health community Put patients at ease and give them the opportunity to explain their needs through active listening Provide clear and concise information to patients Employ a variety of questioning techniques to develop a full picture of the patients requirements Use advanced communication, negotiation and probing skills across a wide range of enquiries including emotive circumstances or caller aggression Quickly and accurately record patient details, symptoms and enquires where further contact is required Identify potentially serious problems and bring those to the immediate attention of the appropriate clinician For less serious problems, identify and agree an appropriate timeframe for the patient to be seen with the appropriate clinician Appointments Ensure total familiarity with the appointment system including regular and incidental variations Book all appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical records Assisting with the cancellation of clinics at short notice when required Assist with contacting and booking patients for specific clinics Administration To have a thorough knowledge of all Practice procedures, working in accordance with written protocols Action tasks sent through EMIS Web in a timely manner Check and complete Docman tasks including OOH Open post as required and distribute Scan and photocopy as requested. Process patients change of address computer data and medical records (have knowledge of Practice area). Process repeat prescription requests in accordance with Practice guidelines. To assist with GP queries as requested Other Tasks Clear rooms after surgeries Check and restock clinical rooms with clinical stock on a regular basis Ensure building security have thorough knowledge of doors/windows/alarm. Chaperone, as requested. Any other tasks allocated by managers

Confidentiality:

In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the role, the post-holder will have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Equality and Diversity:

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

Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include:

Assess own performance and take accountability for actions, either directly or under supervision. Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Actively contribute to the development and service improvement within the Practice proactively offering ideas and suggestions for improvements. Participate fully in meetings with your Team Leader

Quality:

The post-holder will strive to maintain quality within the Practice, and will:

Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance Work effectively with individuals in other agencies to meet patients needs Effectively manage their own time, workload and resources

Communication:

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognize peoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

Apply Practice policies, standards and guidance

Discuss with other members of the team how the policies, standards and guidelines will affect own work Attend meetings when required Person Specification

Experience

Essential

Experience in a customer facing role Ability to effectively manage own time workload and resources Strong IT Skills Strong communication skills Experience of answering telephones within a busy environment Ability to be flexible Good teamwork skills

Desirable

Experience in Primary Care Knowledge of EMIS clinical system Familiarity with Docman Knowledge of medical terms

Qualifications

Essential

GCSE English and Maths at a minimum of a grade C/4 or equivalent qualification

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