Patient Liaison Officer

1 day ago


Southwark, United Kingdom Improving Health LTD Full time

**Aims and values**

To provide a high quality, professional reception and administrative service to patients, doctors, staff, colleagues, health service professionals and others.

To act as the first point of contact for patients using the EPCS.

To portray the EPCS and IHL in the highest possible professional standard.

To ensure that enquiries from patients are efficiently and courteously handled to the mutual satisfaction of the clinicians, federation partners and patients.

**Key Duties and Responsibilities**

**Front of House**:
Greet patients and visitors to the practice.

To uphold the highest standards in discretion and confidentiality towards patients.

Respond and/or redirect all patient and visitor requests accordingly.

Answering incoming telephone calls, ensuring calls are documented where necessary and redirected accordingly.

Ensure that patients without appointments but who need 'urgent consultations’ are booked into appropriate slots and referred to a GP or Nurse where necessary.

Explain EPCS arrangements and formal requirements to new patients and temporary residents, ensure procedures are completed.

Ensure reception and waiting areas are kept neat and tidy.

**EMIS WEB Admin**:
Book in, amend and cancel patient appointment in line with EPCS appointments procedures ensuring optimum efficiency of the appointment system.

Ensure computerised appointment system is up-to-date.

Set-up of new patients onto the computer system.

Ensure correspondence, reports, results etc. are filed electronically in correct patient record.

Amalgamation of new patient records.

Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).

Regularly check message column on EMIS Web to check all messages have been actioned.

**Stock Control**:
Undertake administration tasks as allocated on rota organised by Operations Manager.

General stock taking duties of front office and clinical rooms; this may include ordering stationary, general office supplies, medical supplies.

Re-stocking of information leaflets as appropriate.

Check fridge daily for lab specimens.

Undertake daily fridge temperature monitoring.

**Premises Security**:
Opening and securing reception area at the start and close of business each day according to shift pattern.

Work safely at all times in accordance with Legislative requirements and IHL Policy and Procedures.

**Other**:
To offer flexibility and to be prepared to work to shift patterns that match the expectations of a busy inner city primary care service that requires evenings, week-ends and bank holidays openings.

This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties, which may be requested from time-to-time.

**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. They may also have access to information relating to IHL 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 IHL may only be divulged to authorised persons in accordance with the IHL policies and procedures relating to confidentiality and the protection of personal and sensitive data.

**Equipment Use**

Personal Computer system including internet activity which is utilised as a means of communication both internally and externally

EPCS Clinical System (EMIS Web) to manage and record patient appointments, inputting patient registration data, accessing patient data as necessary and when undertaking audits

Telephone, Fax and photocopying machines.

The post-holder is responsible for, in concert with others, maintaining the accuracy of the EPCS Clinical System (EMIS Web).

**Physical Demands**

Seated for long periods.

Clear speaking voice.

Prolonged Computer and Screen use.

Some lifting (paper, light office duties).

**Key Relationships**

Internally with the GPs, ANP, Operations Manager and colleagues to help ensure that practice aims and objectives are met.

Internally and externally with colleagues, healthcare professionals and others within the Primary and Secondary Care sectors with regard to the needs of the EPCS and the needs of patients registered at the Practice.

**Job Type**: Fixed term contract
Part-time hours: 20-37.5 per week

**Salary**: £11.00-£11.10 per hour

Schedule:

- 8 hour shift
COVID-19 considerations:
All patients are required to wear a mask, outside collection available, surfaces are sanitised reg



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