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Patient Liaison Officer

4 months ago

London, United Kingdom Phoenix Practice Full time

Overview:
**Duties**:

- Greeting and dealing with all patients and visitors to the surgery in a polite and courteous manner at all times, and redirect them to check in system on arrival when attending clinics or appointments or onto computer if problems arise with the check in system. To follow procedures for patients that arrives 15 minutes late to rebook. Ensuring a smooth flow of patients from Reception to Doctors, Nurses and other health professionals. Always 2 in reception at all times unless in an emergency. Visitors to be entered into the visit book.
- Making appointments for Doctors, Nurses e.g. travel diabetic and minor surgery clinics onto the EMIS system, with the appropriate times slots e.g. double appointment for smears, etc. With nurses appointments enter the reason in notes box,. Printing clinical timetables the night before (contingency procedure if computers go down, fire safety policy and putting into timesheet file). When taking triage calls for GP’s in the morning/afternoon please try and get a brief reason in notes box, then copy and paste into consultations.
- Answering all incoming telephone calls in a professional, friendly manner, as quickly as possible so that lines are kept free flowing as much as possible. Ensuring you have correct contact numbers and correct message from the patient, which needs to be entered on to the electronic medical records. Ensuring that any messages have name or caller and contact number for other staff.
- Taking accurate messages for all surgery staff and making sure these messages are passed on as per protocol: ALL CLINICAL MESSAGES ENTERED ONTO THE
COMPUTER WITH READ CODE and urgent calls passed to relevant on call GP.
- Checking EMIS workflow, check for actions on tasks, registration/change of addresses and medicine management.

PATCHS - To allocate PATCHS to relevant GP. TO make sure PATCHS is turned on in the morning and off in the evening.
- Monitoring situation in both waiting areas to ensure patients are sent to their appointments in order, and the patients are not kept waiting too long, or forgotten. Please inform patients of any time delays and apologise for the Doctors for keeping them waiting
- informing the patients of the problem. If patients are **15 MINUTES **late to inform them that they will have to wait or rebook, inform clinicians if the patient will still be seen.
Keeping notice boards up to date and tidy ensuring that any out of date posters are taken down. All posters must be laminated before being put onto the boards as this is a CQC compliance for infection control.
- Making snacks and beverages for the Doctors in the morning and afternoon and when requested.
- Ensuring daily test pathology actions are processed and specimens are entered into the
“Specimen Book” on a daily basis before collection at 12.00 mid day by courier.
- Reschedule any clinics if necessary and inform patients. Chase appointments and results for patients as requested by the doctors or through EMIS tasks and clarifications. Booked appointments by patients will receive a SMS (text message) 48 hours before there appointment,
- As a member of a team, to consider colleagues at all times. To be considerate and helpful to other staff, patients and other health professionals/visitors at all times
- To oversee the smooth running of the surgery. Keep Reception and Surgery (including waiting areas) tidy at all times especially after morning surgery.
- Keep accurate records and paperwork on a daily basis eg: reports in incident/accident book when required.
- To be conversant with duties of other senior staff in the organisation in order to direct patients/ correspondence to the correct department.
- To achieve mandatory training - this needs to be done yearly by all members of staff.
- To attend staff training in protocols and procedures and support in the production of such procedures for the surgery.
- To attend in-house meetings as and when required e.g. Practice Meeting.
- Any task deemed suitable for role by Patient Liaison Officer manager, Practice Manager and Doctors.

Qualifications:

- Experience of EMIS Web clinical system is desirable (Training will be given).
- Experience in Primary Care is essential.
- An understanding, acceptance and adherence to the need for strict confidentiality. Ability to use own judgement, and common sense.
- Ability to work without direct supervision and determine own workload priorities. Able to work under pressure in a constantly changing environment. Be able to use own initiative, but to also work as part of an integrated multi-skilled team. Flexibility of working hours/ and able to work at the desired times.

If you meet the above qualifications and are ready to take on a challenging yet rewarding position as a Patient Liaison Officer, we encourage you to apply.

Pay: From £21,015.30 per year

Schedule:

- Monday to Friday

**Experience**:

- GP surgery: 1 year (preferred)

**Location**:

- London (required)

Work Locati