Senior Patient Adviser Online Patient Access Lead
1 month ago
Main Responsibilities This role has evolved recently from a focus on e-consult triage to also work with colleagues on expanding the Practices digital offering, i.e. use of patient access, and the NHS app. The post will be part of the senior Patient Adviser Team and have the opportunity to lead on specific improvement initiatives. This role is exciting and will deliver following core responsibilities: Effective signposting of e-consults Using data, such as uptake of NHS app to identify priorities for future improvement Participate in discussions on opportunities to improve productivity and quality of survives Provide support and guidance to the Patient Adviser team; working jointly with other senior patient Advisers The role is primarily office hours, but may require some shift wok to support the team and to maintain senior cover.
The Practice offers flexible working to ensure a good work-life balance. Analytical and Judgemental Responsibilities To exercise analytical and judgmental skills in assessing the severity of patient's symptoms based on the information provided and selecting the most appropriate course of action according to established protocol To utilise clinical support tools to ensure that the protocol framework results in patients receiving the most appropriate appointment in the shortest time. To ensure that the Community Pharmacist Referral Scheme is maximised to expand access opportunities for Patients To identify any gaps in patient information or data, suggest productive improvements as required. To maintain accurate and timely records of patient interactions and assessments, ensuring that all documentation is complete and up-to-date.
Personal Attributes and Skills Focussed on delivering a consistent and quality service to our population Skilled at matching patient information to protocol criteria and effectively signposting. Understanding of differing HCP roles and local Practice appointment rules to provide quickest appropriate appointment. Educated to GCSE level, qualified or can demonstrate experiential learning on filtering, signposting and managing patient needs. Ability to remain calm under pressure.
Ability to work well within a team as well as independently. Inspires others to improve through example High level of empathetic approach balanced by a clear understanding of meeting need not simply wants Good problem-solving skills Personal resilience to work in a high-pressured environment. Ability to identify system improvements and articulate solutions. Excellent interpersonal skills with an empathetic nature.
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