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Patient Services Advisor
3 months ago
You are the most important member of staff - you are the first point of contact - it is up to you to sell your surgery to the patients.
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.
Maintenance of the highest level of patient, surgery and staff confidentiality is essential at all times.MAJOR DUTIES AND RESPONSIBILITIES OF THE POST Reception Duties 1. To receive requests (verbal and electronic) for appointments and services efficiently using practice systems and external support services. Signposting patients to other more suitable services as appropriate. 2.
Monitor flow of patients into consulting rooms and treatment rooms. 3. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed. 4.
Advise patients of relevant charges for private services; accept payment and issue receipts for the same. 5. Respond to all queries and requests from patients and other visitors. 6.
Contact patients and external agencies as requested by members of the Primary HealthCare Team. 9. Action requests for ambulance transportation for eligible patients. 10.
Ensure waiting areas are kept neat and tidy at all times. 11. Gathering and recording of health information data as set by NHS contracts. 12.
Be flexible and adaptable within the role of patient services advisor to encompass all aspects of the position. 13.
To provide cover for members of the patient services team during periods of sickness and annual leave changing shifts where necessary.
14.To be willing to undertake any training as determined by the Practice Management Team. Management of Appointment System 1. Ensure total familiarity with all appointment systems in effect including regular and incidental variations. 2.
Book appointments ensuring sufficient information is recorded to retrieve medical records and prepare any relevant paperwork if necessary. 3. Monitor effectiveness of the system and report any problems or variations required. Management of Medical Records 1.
Ensure that all records are accurately assembled in advance for consulting sessions if required. Prepare test request forms as necessary. Ensure that the record is available for the Doctor in the instances of urgent consultation. Ensure the paper records and/or computer print outs are available for the Doctor for home visiting.
- Retrieve and refile records as required, ensuring that strict alphabetical order is adhered to. 3. Ensure correspondence, reports, etc; are filed in correct order.
- Ensure records are kept neat and tidy and in good repair with all necessary information recorded correctly on the outer cover. Preparation of Consulting Rooms 1. Ensure the consulting rooms are prepared in readiness for each consulting session, checking full range of forms and requirements and re-stocking as required.
- Ensure that the consulting rooms are checked at the end of each consulting session and left tidy and secure. Operation of Telephone System 1. Receive and make calls as required.
Ensure all messages are directed efficiently to the correct/most appropriate person. 2.
Ensure the system is operational at the beginning of each day and switched over to answerphone at the end of each day.
Start and End of Day Procedures 1.
Open premises at the start of day, set alarm to day function and make all necessary preparations to receive patients.
Special Requirements of the Post 1. An understanding, acceptance and adherence to the need for strict confidentiality. 2. An ability to use own judgement, resourcefulness, common sense and local knowledge to respond to patients' enquiries and requests.
- Excellent communication skills. 4. Good IT skills willing to undertake any additional training as the role indicates.
Health & Safety:
The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines.
Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update know