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Patient Services Advisor
2 months ago
Symphony Healthcare Services Limited is seeking a highly organized and detail-oriented Patient Services Advisor to join their team on a permanent basis. This role is ideal for individuals who are passionate about delivering outstanding healthcare and possess excellent communication skills.
Main Responsibilities- Provide administrative and reception support to the practice, ensuring a smooth and efficient experience for patients and clinical staff.
- Manage patient bookings, appointments, and home visits in accordance with practice protocols.
- Process patient registrations, update computer records, and maintain accurate information.
- Handle patient inquiries, signposting, and requests in a polite and professional manner.
- Deal with distressed or aggressive patients safely and appropriately.
- Prioritize patients in need of urgent medical attention and direct them to the correct clinical intervention or appointment.
- Maintain the waiting areas, ensuring they remain neat and tidy, and inform patients of any known delays.
- Follow up on hospital appointments, test results, and messages from the medical team.
- Record visit requests and alert the duty doctor according to practice policy.
- Handle specimen samples from patients appropriately and maintain security in accordance with practice protocols.
- Perform general administrative tasks, such as scanning, filing, and photocopying.
- Deal with and respond to post and general emails in a timely manner.
- Hand completed repeat prescriptions to patients and check their name and address.
- Initial handling of patient complaints by providing relevant information and informing the Practice Manager.
- Carry out inputting and alterations to computer records, including changes to addresses and message books.
- Complete new patient registration processes as requested and with appropriate training.
- Act as a chaperone (following relevant training).
- Assist in contacting patients who fall into target areas as requested.
- Advise patients of relevant charges for private services and accept payments/issue receipts.
- Clean and re-stock consulting rooms as required.
- Keep all areas of the building, noticeboards, and leaflet dispensers tidy.
- Attend ancillary and other staff meetings and training courses as required.
- Participate in an annual appraisal.
- Assist with the provision of cover for colleagues' absences (leave and sickness absences).
- Support the induction and training of new staff as directed by the Practice Manager or Lead.
- Offer general support to the practice and project a positive and friendly image to patients and other visitors.
- Liaise with patients and pharmacies regarding prescription queries and requests as required.
Knowledge and Skills
- Computer literate and good keyboard skills.
- Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels.
- Excellent organisational skills.
- Strong attention to detail and the ability to transfer accurate information.
- Work well under pressure.
- Use own initiative within clear boundaries, seeking advice when necessary.
- Demonstrate enthusiasm and a strong sense of teamwork.
- Ability to complete tasks to a high standard with frequent interruptions.
Desirable
- Knowledge of the NHS/General Practice.
- Knowledge of medical terminology.
Qualifications
- English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3).
Experience
- Experience of working within a team.
- Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures.
Desirable
- Experience of working in a customer-focused environment.
- Experience of working within an administration team.
- Experience of working in the NHS or similar healthcare setting.
