Patient Services Advisor Lead

6 months ago

Highbridge, United Kingdom Symphony Healthcare Services Full time

Job summary

Highbridge Medical Centre has an exciting opportunity for an experienced Patient Services Advisor Lead to join its team on a permanent basis. The role does require the job role to be worked at Highbridge, Burnham and Berrow Medical Centres. Working patterns will be discussed at interview.

The post is full time 37.5 hours per week. The rate of pay is from £11.80 - £12.00 per hour, dependent on experience. The post also benefits from an NHS or NEST pension.

Main duties of the job

Lead the provision of administration and reception duties for the practice, dealing with patients, clinical staff and colleagues in an efficient and polite manner. Receive, assist and direct patients in accessing the appropriate service or healthcare professional and undertake and supervise a variety of administrative duties to assist in the smooth running of the Practice in accordance with agreed procedures, protocols and timescales. Be responsible for the training and supervision of staff as appropriate and take the lead in improving administration processes.

About us

Symphony Healthcare Services Ltd. is a growing primary care organisation based in Somerset which aims to improve and develop the best patient-centred care and services in the country, and we are embracing change within general practice by implementing new and innovative models of care.

If you are passionate about delivering outstanding healthcare and share our values, join us to support the achievement of our goals.

Job descriptionJob responsibilities

**Key Responsibilities**
- 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 on 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.
- General daily administration tasks such as scanning, filing, retrieving paperwork, photocopying and faxing
- Hand completed repeat prescriptions to patient and check name and address.
- Liaise with patients and pharmacies regarding prescription queries and requests as required
- To initially handle patient complaints by providing relevant information and by informing the Practice Manager as to the nature of any complaints, including informally made complaints.
- Carry out inputting and alterations to computer records, including but not limited to change of addresses, message books and any other admin tasks as they arrive.
- Complete new patient registration process as requested and with appropriate training
- Assist in contacting patients who fall in to the various Target areas as requested.
- Advise patients of relevant charges for private services and accept payments/issue receipts
- Clear and re-stock consulting rooms if required (including stationary and prescription paperwork)
- Keep all areas of the building, noticeboards and leaflet dispensers tidy
- Acting as a chaperone (once relevant training has been completed)
- Ensure that all patient recalls are completed either by telephone call or letter
- Responsible for incoming document management/workflow including assessing document and accurately coding relevant information from patients clinical records, hospital correspondence and other sources
- Summarise paper/GP2GP patient records accurately
- Be able to undertake audio typing/Lexacom as appropriate
- Referrals - responsible for processing, prioritising, providing advice and guidance and following up queries/chases
- Ensure surgery sessions are put onto the computer system in advance
- Handling petty cash as required taking payments, issuing receipts and using card machines if available
- Private work liaise with insurers, solicitor

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