Patient Services Advisor

16 hours ago

Leicester, United Kingdom The Central Surgery Full time

**Central Surgery**

**JOB DESCRIPTION**
JOB TITLE: Patient Services Advisor
**REPORTS TO: Patient Services Team Leader**

**ACCOUNTABLE TO: Patient Services Supervisor**

**HOURS: Up to 37.5 hours per week**

**Job summary**:
Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide 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

**Job responsibilities**:

- Ensure an effective and efficient reception service is provided to patients and any other visitors to the practice
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- 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 non-disruptive manner.
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
- Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- Monitoring AskMyGP requests
- To process online patient requests appropriately, sign posting to relevant alternative services as needed.
- To have a thorough knowledge of all practice procedures.
- Signposting patients to alternative services or information sources as clinically appropriate
- To work in accordance of written protocols
- Scanning incoming mail
- Filing/coding scanned documents
- Fax and photocopy as requested
- Handling requests for repeat prescriptions
- Provide cover for all reception positions as necessary
- Process appointment requests for today future appointments from patients by telephone and in person using the practice clinical system
- Take requests for home visits ensuring careful recording of all relevant details and where necessary refer to duty doctor.
- Registration of new patients who reside within our practice area according to practice policy
- Process patients change of address according to practice policy
- Process repeat prescription request in accordance with practice guidelines.
- Deal with requests for ambulance transport
- Giving out test results to patients according to practice policy

Other Tasks
- Opening up and closing down procedures
- Ensure building security - have thorough knowledge of doors/windows/alarm.
- Make refreshments for doctors and visitors to the practice when required
- Any other tasks allocated by managers
- Reporting faults with any IT systems or telephone systems
- Keeping reception area/kitchen and waiting room tidy and free from clutter
- Re-stock toilet areas and rooms with consumables e.g. toilet rolls and hand towels when required
- Taking delivery of goods according to practice policy

The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.

**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 duties outlined in this job description, the post-holder may 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

**Health & safety**:
The post-holder will assist in promoting and maintaining their own and others’ health, safety and security as defined in the practice health & safety policy, the practice health & safety manual, and the practice infection control policy and published procedures. This will include:

- Using personal security systems within the workplace according to practice guidelines
- Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
- Making effective use of training to update knowledge and skills
- Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
- Actively reporting of health and safety hazards and infection hazards immediately when recognised
- Keeping own work areas and general / patient areas generally clean, assisting in the mainte

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