Patient Services Advisor

5 months ago

Somerton, United Kingdom Symphony Healthcare Services Limited Full time

Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings. Search for, register if necessary and book onto the computer system patients as they present at the desk. Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues. Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required.

Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition. Follow up hospital appointments, test results etc. and act upon messages on the system from the medical team Record visit requests and alert duty doctor according to practice policy. Receive urgent results as they come in from the pathology department at the hospital.

Liaise with GP and contact patients with information. Handle specimen samples from patients appropriately. Open up/lock Practice premises and maintain security in accordance with Practice protocols. Ensure telephone system has been transferred correctly to out of hours message.

To assist/support with the induction and training of new staff as directed by the Practice Manager or Lead Offer general support to the practice and project a positive and friendly image to patients and other visitors. To assist with any other duties that may be required to ensure the smooth running of the practice. Liaise with patients and pharmacies regarding prescription queries and requests as required Responsibilities and overview of Contact Hub working Provide patient service support to incoming callers, tasks include but are not limited to; Completing Anima triage questionnaire with patients and actioning Anima triage outcome (booking of patients into available slots Taking general queries for patients and actioning as appropriate or escalating where appropriate Being aware of available capacity across the PCN sites and flagging to lead/management if capacity thresholds are met. Seeking additional information from patients to support triage decisions as required Supporting the completion of assigned tasks/ administration related admin Liaising with the Hub Clinical team when clinical decisions need to be made immediately for the patient (for example if an intensive patient calls in, and is flagged as red in Anima triage that the call is immediately handed to the clinical team).

Ensure patient satisfaction by providing accurate and timely responses. Escalate patient complaints, inquiries, and feedback in a professional manner to the contact hub officer. Identifying and escalating issues to the contact hub officer. Provide signposting information to patient when necessary, confirming information shared is correct by interacting with the Hub clinical team.

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