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Patient Service Advisor

7 months ago

Bracknell, United Kingdom PMA LTD Full time

**Role**: Patient Service Advisor

**Hours**: 37.5 hours a week worked between 0800-1830, requirement to do some later shifts (i.e until 1830, varying start times)

**Salary/Band**: Band 4 Starting Salary £22,549 Per annum + NHS Pension

**Location**:Bracknell, Berkshire

**Preferable Experience**:Experience using EMIS, having an administrative role within the NHS preferable.

**Background/Purpose of Role**

In response to the population health insights available to the Frimley ICS and the feedback from our patient population we are moving towards a central model of dealing with our same day urgent care demand. This will, in the next 2-3 years involve a centralised same day urgent care hub in the Bracknell locality which will serve the whole population of Bracknell and deliver all acute/same day care including minor illness/injury, mental health services and physio. It is likely that we will contribute clinical staff to this hub (GPs, Paramedics, Clinical Pharmacists etc) on a rotational basis working at scale with the other Primary Care Networks within Bracknell.

We are taking a phased approach to this project, and to create the level of care navigation required to make any centralised model operate successfully we will first be changing the way on the day patient demand is managed and navigated with our PCN. This will take the form of a Braccan Health PCN centralised telephony hub which we take all incoming calls from our member practices. This navigation will be informed by the patient segmentation we have applied to our patient databases to identify those patients in different health cohorts; ranging from complex to low risk, to inform the way in which the patient is navigated. As a call handler, you will be able to visibly see when you take a patient call and their care record opens; what rating the patient has been assigned.

We will be using integrated systems to aid this process; Babblevoice being our chosen telephony system which integrates with our patient database EMIS; and Klinik, an online consultation platform which along with the patient segmentation, will enable care navigators to follow a set process for navigating a patient’s needs, culminating in a same day appointment with the appropriate clinician based on that need; or signposting out to alternative services (eg. UCC, A&E, Community Pharmacy, self-care).

We need customer focused individuals who are process driven and able to deliver to a set objective - navigating patient calls to reach the most appropriate outcome for the care need, with a solid understanding of the routes available to that patient. Our systems will support with that process; every call you take will follow the navigation flow set within Klinik; but there will be instances where you need to think laterally or deal with more complex, bespoke scenarios. Therefore the ability to deal with continual/varied demand, and remain calm, objective and compassionate is essential. Full training and inductions on all relevant systems will be provided.

**This role will involve**:

- Answering all incoming patient calls
- Dealing with walk ins, related to same day urgent care
- Using integrated systems to
- Book appointments with the appropriate clinician
- Signpost patients to alternative services or information sources
- Dealing with patient queries, primarily over the phone
- Administration duties and data entry

You might be suited to a Care Navigator role if you are:

- Friendly and welcoming
- Patient and understanding
- Good at working in a team and with the public
- Willing to take responsibility for a number of duties

**Entry requirements and skills**:
No set formal qualifications are required, but you will need to demonstrate:

- Good numeracy, literacy and IT skills, and/or relevant work experience
- Good communication skills
- Good customer service skills with a polite and personable manner
- Strong organisational skills with an ability to follow procedures and multitask

Work Remotely
- No

**Job Types**: Full-time, Permanent

**Salary**: From £22,549.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

**Experience**:

- Administration: 1 year (required)
- GP surgery: 1 year (preferred)
- Health Sector: 1 year (preferred)
- EMIS: 1 year (required)

Work Location: In person

Reference ID: PMA69