Patient Care Advisor

6 months ago

Sunderland, United Kingdom Fulwell Medical Centre Full time

**FULWELL MEDICAL CENTRE**

**Job Title: Patient Care Adviser**

**Purpose of the post**: To provide a confidential and comprehensive reception service to GPs and other members of the Practice team.

**Responsible to**: Patient Care Adviser Lead

**Hours**:
**Job summary**

To provide a comprehensive reception service to achieve an efficient and effective service in providing the best possible care to patients.

Receptionists will:

- Greet people in a professional and courteous manner
- Pass on relevant information and answer queries
- Assist people to access the services they need
- Undertake a variety of reception duties to assist in the smooth running of the Practice
- Have a lead area of duties, as designated by the Admin Leads

**Duties and Responsibilities in line with Practice policies and procedures**:

- Utilise electronic communication processes, as per the practice protocol
- Answer the telephone as a priority
- Book/cancel appointments
- Take messages accurately and pass on in a timely manner
- Organise home visit requests
- Deal with general enquiries and verbal complaints
- Open paper mail, date stamp immediately and sort.
- To forward any queries relating to prescriptions to the Pharmacist/Medicine Management Coordinator
- Give out pathology results to patients as required
- Register new patients and temporary residents
- Greet and direct patients and visitors
- Organise translators
- Respond to the needs of GPs, Nurses and Pharmacist to enable efficient clinics
- Input and extract information from the Practice computer system
- Update the clinical system with information e.g. smoking, ethnicity
- Provide summary of patient records when requested
- Action change of address notification
- Any other filing, record keeping and distribution of documents as appropriate
- Effectively liaise with Practice, Primary Care Organisations, patients and other external organisations to assist promptly with the resolution and administration of queries
- Fully utilise EMIS Web and other IT systems

To fulfil the role of Practice Champion for a named area such as veterans, diabetes etc
- Monitor and check tasks and work flows
- Communicate effectively with the reception team to ensure policies and procedures are kept up to date
- Keep directories and data bases up to date to ensure an efficient work flow
- Demonstrate duties to new or less experienced staff
- Resolve job related issues, including patient documentation and help resolve minor problems
- Photocopying
- Dealing with mail - internal and external
- Attend meetings when required
- To work safely at all times in accordance with legislation and Practice policies and procedures
- Be flexible both in the availability and being able to cover for colleagues absent from work due to annual leave or sickness
- To work as part of the Practice team and become involved in staff training of IT skills as necessary
- Any other reasonable duties requested by the Practice Manager or GP
- This list is not exhaustive

In addition to the above, the post holder will show respect and courtesy to patients and colleagues, maintain confidentiality of patient and other Practice information at all times. Working occasional extra hours may be required.

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

**Working relationships**
- General Practitioners
- Practice Manager, Operations Manager, Patient Care Adviser Lead & IT & Admin Lead
- Other members of secretarial team
- Members of the Practice/community nursing team
- Other members of the Primary Health Care Team
- Patients
- Outside agencies e.g. Secondary Care Trusts, Community Services

All members of staff may be asked to attend periodic Staff Meetings, which may be held outside their normal working hours. They may also be required to work extra hours covering for holidays and sickness.

Conditions of employment including hours of work, holidays etc are covered in your Contract of Employment. The staff handbook contains employment policies

**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, carers, Practice staff and other health care 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 health care workers or the business of the Practice may only be divulged to authorised persons in accordance with Practice p

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