Patient Service Advisor

2 weeks ago

London, Greater London, United Kingdom Practice Plus Group Full time

Job summary

Practice Plus Group is currently hiring for Patient Service Advisors to join our GP Practice team in Wandsworth.

At Practice Plus Group, we operate community general practices on behalf of the NHS, offering patients the full range of services they would expect from a local work in partnership with the NHS to ensure that patients get quick and easy access to the care they need at the right time.

The Patient Service Advisor will be responsible for the general administrative and receptionist functions within the Practice. Work within set routines, policies and procedures to provide a comprehensive high quality service to the practice, and able to deal efficiently and courteously with patients and relatives enquiries.

The successful candidate will process and request repeat prescriptions , book and amend patient appointments , have an overview of the demands and workflow of the practice and work with the Practice Manager in daily management of appointments. This position is full time, hours per week.

Main duties of the job

About the candidate:

The ideal candidate will have previous administration experience and a similar setting and in General Practice. As well as experience in advising patients/relatives, and the ability to exercise judgement when dealing with patient enquiries. Knowledge/experience with EMIS the web clinical system and strong computer/administrative skills would also be advantageous.

We can offer you:

hours per week full time, £ per hour 25 days annual leave + 8 public holidays increasing with service Great Learning & Development opportunities Support of a highly skilled and knowledgeable team Company Pension Scheme Cycle to work scheme Access to our online discounts portal and EAP service

About us

Practice Plus Group is passionate about great healthcare. We believe that anyone should be able to access excellent care, whether via the NHS or privately. Our breadth of expertise spans surgery, diagnostics, general practice, offender health and urgent care, with an unrivalled range of different services provided across the country. Were proud to be at the forefront of developing new and exciting ways to support the nations health too, helping patients to maximise their wellbeing and live life to the full.

When youre part of the Practice Plus Group team, you dont just have a job. You have a career. We work with you to help you grow in your role and take your career in the direction you want to go. Well help you be the best you can be.

We want our team members to feel motivated and rewarded. So we offer a competitive package of pay and benefits. We also recognise the value of a healthy work-life balance so we always try to be flexible, helping you fit your working life around your home life.

If you'd like to learn more, please contact:

Please note that offers of employment are subject to receipt of satisfactory references and a DBS check.

Practice Plus Group is committed to creating a diverse environment and we are proud to be an equal opportunity employer.

Job description

Job responsibilities

JOB DESCRIPTION

JOB TITLE: Patient Service Advisor

RESPONSIBLE TO: Operations Manager

ACCOUNTABLE TO: Service Delivery Manager

JOB SUMMARY:

As a member of the GP Surgery and Walk in Centre the post holder will be responsible for the general administrative functions within the Practice including the provision of reception cover when necessary. Work within set routines, policies and procedures to provide a comprehensive high quality service to the unit, and able to deal efficiently and courteously with patients and relatives enquiries.

Principal Duties and Responsibilities

To answer the telephone promptly and deal with enquiries in a helpful and courteous manner, being aware of the need to maintain confidentiality at all times regarding patients and staff.

Booking, cancelling, amending patients appointments using the clinical software

To maintain a good rapport/relationship between internal and external customers of the Practice at all times. To have an overview of the demands and workflow of the Practice during the working day. To assist the Practice Manager in the daily management of the appointment system for registered and walk in patients. To book/cancel and amend patients appointments using the clinical system and to book patients in on the walk in service when needed using NHS Smartcard to trace patients on the Spine. Ensure the waiting area/reception front desk is kept tidy and keep forms and patient information stocked up where possible. Assist visitors to the practice ensuring all visitors sign in the visitor book and to ensure all are signed out when leaving Monitor the waiting area and appropriately request for triages for patients who present with worsening symptoms. To adopt a proactive approach and deal with any issue relating to Reception which may arise. Prioritising daily duties to ensure deadlines are met To reach practice targets by asking patients to complete the patient experience surveys on a daily basis. Patient engagement proactively inform patients of benefits for signing up to the online services where patients can book appointments, order repeat prescription and view their medical record. Ad hoc duties as required from clinical and management team. Effectively signpost patients to services appropriate to their needs To Fax and email referrals to the relevant hospital departments as requested by clinical staff & accurately document the receipt in patients records. Using e-RS (previously known as Choose & Book) to refer patients at the clinicians request, to print patients booking information and appointment summaries. Process & Request the repeat prescriptions received in person, email and fax through medicine management in EMIS. Filing prescriptions actioned by the GP Filing of medical records Check and monitor the practice incoming emails that are received in the NHS Email account, responding to patient queries, and printing clinical correspondence. To effectively communicate the complaints procedure when necessary. Ensure a good flow of communication within the reception team, particularly in response to problems. To ensure a handover is given to colleagues when shift ends. Communicating via the end of day checklist with the management team Ensure tasks in EMIS workflow are actioned within a 48-hour time frame where possible. Chasing results for patients and sending letters to patients who need to book an appointment. Send Discharge summaries to GP practices where their patients have attended the walk in service. To ensure data protection policy is adhered to when sending patient identifiable information. To assist with the DNA Policy tracking patients who DNA their appointments and sending letters to them

To distribute letters, memorandums, reports, and general correspondence as required and to ensure efficient maintenance of all records in accordance with Statutory and Company procedures.

To ensure all correspondence received in the Practice is date stamped and receives prompt attention and that the Practice's filing system is maintained accurately and promptly.

To accurately scan and code clinical correspondence on to patients record using the clinical software.

To accurately manage the clinical correspondence once trained and assist with the GPs

To attend and contribute to staff meetings and development meetings constructively. To identify problems with the operational systems in use within reception and make recommendations for improvement. In keeping with the general management role and as may be determined by the Practice Manager. To process incoming medical records and correctly mark them on the clinical system as received To process the deductions for patients who have left the practice. Correctly labelling all outgoing medical records and marking them on EMIS Monitor the Cancer referral tracking system to ensure patients have attended their appointment after 2 weeks from referral date. Filing and management of the medical records room. To assist with QOF Management booking patients in for their annual reviews To Assist with enhanced services including PACT and Carers To manage the Coil/Implant waiting list and book patients into available clinics Report any untoward incidents such as complaints, clinical emergencies, and injury as per company policies/procedures. To provide administrative and clerical support and other support which may be requested from time to time by the Operations Manager and other senior personnel Updating the patient information leaflets within the practice, and ensuring notice boards in the consultation rooms and waiting are standardised. Processing deductions through EMIS web for patients who have moved GP. IT troubleshooting reporting errors with computers, printers and software to the appropriate IT service desk. Ad hoc duties from clinical and management team. Person Specification

Qualifications

Essential

Healthcare experience

Desirable

GP Surgery experience

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