Patient Services Advisor

5 months ago

Enderby, United Kingdom Enderby Medical Centre Full time

**We have a position available for a Patient Services Advisor. The position is for 25 hours each.**

The position is a mix of mornings and afternoons. Applicant **must **be flexible and prepared to help cover shifts as and when needed.

**Job Summary**:

- To welcome patients with first class customer service that is efficient, courteous and prompt
- Assist patients with general enquiries and providing them with relevant information
- Carry out all relevant administration tasks accurately
- To be aware of confidentiality at all times; ensuring only the relevant and correct information is given to patients and outside agencies such as secondary care, police and carers etc.
- To be competent with using the clinical system Systmone and other computer software systems ensuring the data protection act is not breach

**Key Duties**:

- Book / cancel / rearrange appointments following practice protocol and inform patients of any essential information relating to that appointment
- Answer the ‘phone in a timely manner, dealing with requests for appointments, results etc., or diverting the call to another appropriate member of the team
- Active signposting and care navigation - directing patients to the most appropriate clinician/service
- Check tasks daily
- Maintain a clean and tidy waiting areas within the practice
- Prescription processing - issuing requests for repeat prescriptions, checking review dates of medication and action accordingly e.g. send letter/SMS/’phone patient
- To send letters to patients as necessary
- Record requests for home visits appropriately
- Receive, action, maintain and send electronic messages in the form of patient tasks / correspondence appropriately
- Filing patient records and correspondence when necessary
- Ensure only accurate and factual information is recorded in patients’ medical records
- Recognise a medical emergency and act up on it according to the protocol set out by the practice
- Ensure urgent lab results conveyed to on call doctor the same day
- Registering and deducting patients following the Registration / Deduction Protocol
- Read coding
- Summarising
- Maintenance of practice website
- Opening, sorting and date stamping all post, scanning on appropriate letters to patient records
- PCSE ordering
- Complete referrals via the E-referral service
- Assist GP’s with letters for patients / outside agencies
- Process and monitor patient requests for letters and request from insurance companies / solicitors etc. in line with data protection
- Process insurance claims forms, disability forms etc. that are passed on from the doctor
- Manage patient queries for online access
- Filing and photocopying of notes and other information (this includes: ensuring enough forms are printed or photocopied: consent forms, patient registrations, prescription request forms, change of details etc.).
- Ensure appropriate notification of practice closures is displayed in the patient waiting area
- Maintaining the stationary at the practice for example, paper, envelopes, pens, prescriptions etc.
- Assist the practice manager with QOF activity and monitoring
- Assistant the practice manager with monitoring screening services for bowel, breast and cervical cytology
- Attend practice meetings on a monthly basis or when necessary
- Attend any appropriate training at the practice or elsewhere
- Cover other members of staff for holidays, sick leave and courses etc.
- Opening up/locking up of practice premises and maintaining security in accordance with practice protocols

**General duties of all staff**:

- To work with other members of staff to develop the services we offer and improve quality where possible
- To assist in establishing, developing and maintaining protocols
- Any other reasonable duties delegated by the practice manager / GP’s
- To have a thorough knowledge of all practice policies and procedures.

**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 outlines in the 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 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

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