Senior Patient Services Advisor

3 weeks ago

Peterborough, United Kingdom Lakeside Healthcare Group Full time

Job Purpose To oversee the provision of a positive, professional and welcoming experience for those entering the practice and to be the first point of contact for patients and their family members and carers either by phone or in person. To ensure the Reception team are able to take a significant number of sequential telephone calls to support the Dr First system operating at the practice. To work as an effective member of the Practice Team and play an active role in the practice a whole. To work with the Patient Services Manager to improve the operational effectiveness and efficiency of the Reception function, focusing specifically on patient communication, team effectiveness, Reception working practices and procedures.

To supervise various administrative duties necessary to ensure the smooth running of the practice. To support the clinicians in ensuring that patients are booked into appropriate clinics. To ensure the smooth running of the prescription process at the practice. To maintain a good relationship with the local community pharmacies.

Principle Responsibilities Supervisory To support, lead and act as a role model for other members of the Reception team. To oversee the work of the Reception team on a day to day basis. To ensure the building is appropriately opened and closed on a daily basis. To ensure all of the team are suitably trained and skilled in their roles.

To plan rotas and manage holidays and other absences. To conduct performance reviews and appraisals alongside the Patient Services Manager. To provide support when recruiting alongside the Patient Services Manager. To ensure the Reception area and the Reception team meet the standards necessary for the CQC.

Identify training gaps within the team and put in place an action plan. Devise team Key Performance Indicators. Reception To monitor the running of front of house and ensure staff are allocated appropriate duties dependent upon the time of day, calls and foot fall etc. To be available to support the clinicians when dealing with patients and other visitors to the building.

To ensure the allocation of calls and Anima requests to clinicians is consistent. To monitor the telephone queue and take appropriate action. To resolve any queries and deal with matters arising. Administrative duties To oversee the process of registrations and deductions in the practice.

To work with the Management Support Team to ensure the clinical rota are accurate. To ensure Death Certificates and Cremation forms are available. To ensure all administrative duties are carried out in an efficient and timely manner to meet patients needs. To work with the Patient Services Manager to encourage the use of mobile and internet access for appointment bookings.

Prescriptions To ensure the prescription process works in an efficient manner and within the required regulatory framework. To work closely with the Prescribing Pharmacist to ensure smooth running of the prescription process at the practice and implement any new initiatives. To build a positive working relationship with the in-house pharmacy and other local community pharmacies to ensure effective working. Other Any other duties commensurate with the role.

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