Patient Services Advisor

**Receptionist job description & person specification**

**Job Title**

Patient Services Advisor

**Line Manager**

Patient Services Manager

**Hours per week**

20 - some set shifts but also covering hours for annual leave.

Please note that the hours will be between 8am and 7.15pm

**Job Summary**

To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required. To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.

**Primary Responsibilities**

The following are the core responsibilities of the patient services advisor. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:

- Maintaining and monitoring the practice appointment system
- Process personal, telephone and e-consultations for appointments
- Answer incoming phone calls, transferring calls or dealing with the callers request appropriately
- Signpost patients to the correct service
- Initiating contact with and responding to, requests from patients, team members and external agencies
- Photocopy documentation as required
- Process prescription requests
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patient’s healthcare records as necessary
- Direct requests for information i.e. SAR, insurance / solicitors’ letters and DVLA forms to the administrative team
- Manage all queries as necessary in an efficient manner
- Maintain a clean, tidy, effective working area at all times
- Monitor and maintain the reception area and notice boards
- Support all clinical staff with general tasks as requested
- Process payments for both prescriptions charges and non-NHS services

**Secondary Responsibilities**

In addition to the primary responsibilities, you may be requested to:

- Support colleagues, providing cover during staff absences
- Complete opening and closing procedures in accordance with the duty rota

**Generic Responsibilities**

All staff at Ammonite Health Partnership have a duty to conform to the following:
**Equality, Diversity & Inclusion**

A good attitude and positive action towards ED&I creates and environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.

**Safety, Health, Environment and Fire (SHEF)**

This practice is committed to supporting and promoting opportunities to for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.

**Confidentiality**

This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters, pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality at all times. It is essential that if, the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.

**Quality & Continuous Improvement (CI)**

To preserve and improve the quality of our output, all personnel are required to think not only of what they do, but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.

This practice continually strives to improve work processes which deliver health care with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts, and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.

**Induction Training**

On arrival at the practice all personnel are to complete a practice induction programme; this is managed by the HR Manager.

**Learning and Development**

**Colla