Receptionist Patient Advisor

2 months ago


Preston, United Kingdom Holland House Surgery Full time

Develop and maintain an in-depth knowledge and understanding of the services provided by the Practice and the wider health community Put patients at ease and give them the opportunity to explain their needs through active listening Provide clear and concise information to patients Employ a variety of questioning techniques to develop a full picture of the patients requirements Use advanced communication, negotiation and probing skills across a wide range of enquiries including emotive circumstances or caller aggression Quickly and accurately record patient details, symptoms and enquires where further contact is required Identify potentially serious problems and bring those to the immediate attention of the appropriate clinician For less serious problems, identify and agree an appropriate timeframe for the patient to be seen with the appropriate clinician Appointments Ensure total familiarity with the appointment system including regular and incidental variations Book all appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical records Assisting with the cancellation of clinics at short notice when required Assist with contacting and booking patients for specific clinics Administration To have a thorough knowledge of all Practice procedures, working in accordance with written protocols Action tasks sent through EMIS Web in a timely manner Check and complete Docman tasks including OOH Open post as required and distribute Scan and photocopy as requested. Process patients change of address computer data and medical records (have knowledge of Practice area). Process repeat prescription requests in accordance with Practice guidelines. To assist with GP queries as requested Other Tasks Clear rooms after surgeries Check and restock clinical rooms with clinical stock on a regular basis Ensure building security have thorough knowledge of doors/windows/alarm.

Chaperone, as requested. Any other tasks allocated by managers Confidentiality: 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. In the performance of the role, the post-holder will have access to confidential information relating to patients and their carers, Practice staff and other healthcare workers.

They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential. Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data Equality and Diversity: The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include: Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/Professional Development: The post-holder will participate in any training programme implemented by the Practice as part of this employment, such training to include: Assess own performance and take accountability for actions, either directly or under supervision.



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