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Patient Service Advisor
3 months ago
Job Summary
The purpose of the role is to:
- Offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone
- Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.
- Undertake a variety of administrative duties to assist in the smooth running of the practice.
- Facilitate effective communication between patients, members of the primary healthcare team, secondary care, and other associated healthcare agencies.
Duties and Responsibilities
The duties and responsibilities to be undertaken by members of the practice reception team may include any or all the items in the following list.
Duties may be varied from time to time under the direction of the reception supervisor/practice manager, dependant on current and evolving practice workload and staffing levels.
GENERAL
- To work within the guidelines and policies of the Practice.
- To ensure that safe systems of work are practiced and that the agreed health and safety policies are carried out.
- To be aware of the responsibility of every employee to have regard for safety for him or herself and others at work within the health and safety at work act.
- To be comply with the practice fire regulations.
- Training requirements will be monitored by yearly appraisal.
- Personal development will be encouraged and supported by the Practice. It is the individuals' responsibility to remain up to date with recent developments within the practice and the NHS.
- Alert other team members to issues of quality and risk.
- Assess own performance and take accountability for own actions, either directly or under supervision.
- To be able to work on your own initiative and take responsibility for your workload.
- To make suggestions for improvement in processes and procedures to improve efficiency.
- To liaise with other staff and the Practice Manager to find solutions to internal and external problems.
- Support other patient service advisors to maximise the support the clinical teams.
- Ensure all areas are clean and tidy at the end of each day.
RECEPTION DUTIES
- Ensure that all patients and visitors at reception and telephone callers to the practice are greeted professionally and politely.
- 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 nondisruptive manner.
- Ensure you are properly logged on to the computer system under the correct usernames and passwords.
- Deal with administrative queries and requests from patients and act as a liaison with the clinicians as necessary.
- Make/cancel/rearrange appointments via the vision system.
- Support and assist the clinicians and Practice Manager.
- Give test results as appropriate.
- Ensure patients are correctly checked in for their appointment and educate patients in the use of the selfcheck in system.
- Ensure all requests for home visits are logged in the house call book and accompanied with a house call summary.
- Check all consultation rooms to ensure sufficient prescription paper A4 copy paper as well as the label printers.
- Confirm and or amend patient appointments for practicebased appointments or clinics.
- Ensure all mail is opened, checked, and scanned.
- Ensure an adequate supply of stationary and other routine documents are available in the reception and consultation rooms.
- Ensure the reception area is clean, tidy, and presentable at all times.
- Handling of cash and recording of private fees in the cash book.
START AND END OF THE DAY PROCEDURES
- Open the premises at the start of the day: set alarm by using your key fob or code and make all the necessary preparations to welcome patients.
- Secure premises at end of the day: ensure the building is totally secure, internal lights turned off, computer system secure and alarm activated if you are the last to leave. If you are not the last to leave, ensure the reception and main waiting room is tidy with the computers logged off and blinds are closed.
- Be involved generally in the maintaining and encouraging of adequate security measures. E.g. locking windows setting security alarm.
SIGNPOSTING DUTIES
- Signpost patients when appropriate to the following services.
- Minor Ailments Services (Pharmacy)
- Back Pain ( Physiotherapy Service)
- NHS Complaints (Operations Manager)
- Carers (Carer Coordinator)
- Self Help Information )
CLERICAL DUTIES
- Deal with GP Registration Links including the amendments and deductions of patients.
- Deal with electronic mail from hospital secretaries.
- Monitor electronic test results to ensure prompt review by clinicians.
- Data entry of new and temporary registrations as well as recording post new patient appointment information.
- Scan all patient information in the computerised records.
