Patient Advisor
4 weeks ago
About the Role
We are seeking a highly skilled and experienced Patient Advisor to join our team at Beacon Medical Group Practice. As a Patient Advisor, you will play a vital role in providing exceptional patient care and support to our patients and visitors.
Key Responsibilities
- Meet and greet patients, members of the public, and visitors to the practice in a friendly and courteous manner.
- Offer general assistance to the practice team and project a professional, positive, and friendly image to patients and other visitors.
- Facilitate effective communication between patients, members of the primary health care team, secondary care, and other associated healthcare agencies.
- Liaise with district nurses, midwives, and other professionals within the community teams on behalf of patients.
- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
- Ensure that excellent customer care is being delivered at all times.
- Play an active role in the coordination and review of patient surveys.
- Offer solutions and actively listen to patients to resolve issues.
- Deal with complex and sensitive issues.
- Receive specimens for laboratory analysis from patients and advise patients of their test results on request.
Prescriptions:
- Receive requests for repeat prescriptions from patients, pharmacy, and care home staff and process these in a timely and accurate manner and distribute signed prescriptions on request.
- Deal with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists.
- Identify and suggest ways of how to improve the repeat prescription process.
Patient Registrations:
- Explain practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
- Ensure that all registrations, including new, immediately necessary, and temporary residents, are registered onto the computer system promptly and accurately.
- Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
Facilities:
- Provide support for the Dermatology Camera located at individual sites.
- Replenish GP supplies and equipment in their consultation room according to shift rota.
- Keep the reception area, noticeboards, and leaflet dispensers tidy and free from obstructions and clutter.
- Keep the reception well-stocked with stationery and other supplies.
- Order stationery and office supplies, consumables, or medical/clinical supplies under the supervision of one of the Nursing staff.
- Transfer telephones to and from the out-of-hours service as necessary.
- Maintain a thorough knowledge of all Practice procedures and work in accordance with written protocols.
- Ensure building security, having a thorough knowledge of doors, windows, and alarm.
Other Tasks:
- Undertake a variety of SystmOne tasks to assist in the smooth running of the practice, contacting patients as requested by managers and clinical staff when required.
- Respond to system-wide alerts.
- Maintain a thorough knowledge of all Practice procedures and work in accordance with written protocols.
- Contribute to the development and improvement of services to patients.
- Assist your colleagues in learning new procedures and offering support across the team when required.
- Act as a mentor and/or buddy for new team members and apprentices within the team. Assisting the Reception Manager with induction and training.
Health and Safety:
- Ensure all members of staff comply with the Group's health and safety policy.
- Carry out risk assessments to comply with current Health and Safety legislation.
- Ensure any health and safety concerns are reported to the Operations Manager.
- To be aware of and adhere to applicable practice rules, regulations, legislation, and procedures, national legislation (Health and Safety, COSHH, Data Protection).
Equality and Diversity:
- The post-holder will support the equality, diversity, and rights of patients, carers, and colleagues.
- Act in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with Group processes and policies and current legislation.
- Respect the privacy, dignity, needs, and beliefs of patients, carers, and colleagues.
- Behave in a manner that is welcoming, non-judgmental, and respects the individuals' circumstances, feelings, priorities, and rights.
Governance:
- Identify and record risks and issues, developing contingency plans with service and contract leads.
- Ensure the PCN is compliant with health and safety policies and procedures to reflect current best practice.
- Ensure that the PCN board and Clinical Director adhere to the governance structure as set out in the network agreement.
Confidentiality:
- Maintain confidentiality of information acquired in the course of undertaking duties for the practice.
Person Specification:
Qualifications:
- Good standard of general education.
- Or experience in a similar role will be considered.
Desirable:
- NVQ II in Customer Care.
Experience:
- Experience of working with the general public.
- Good keyboard skills.
- Experience of working in a busy environment.
- Understanding of different patients and carer groups and needs.
- Awareness of the importance of safeguarding and procedures.
- Be aware of confidentiality and data protection when handling sensitive information.
- Experience of high-volume telephone calls and managing workload.
- Developing productive and effective relationships with all members of the healthcare team.
Desirable:
- Experience of working in a receptionist role within a General Practice environment.
- Patient/customer service-related training/previous role.
- Up-to-date knowledge of services and health resources in the local area.
- Knowledge of the Data Protection Act and how this is applied in practice.
Skills:
- Effective communication and interpersonal skills (tasks and oral).
- Good level of computer literacy.
- Clear, polite telephone manner.
- Strong customer service skills.
- Ability to deal with sensitive issues often within hostile or emotional situations.
- Time management and the ability to work to deadlines.
- Ability to use own initiative and work under minimum supervision.
- Confidence and ability to follow practice protocol in an emergency situation.
- Able to work well as part of a team.
- Flexible approach to work.
- Evidence of problem-solving and improving processes.
- Sensitive to the needs of service users, their families, and carers.
- Recognize own development needs and identify how these may be met.
- Confidence in ability to understand practice policy and protocols.
The Group's Values:
- The candidate must demonstrate an understanding of our values.
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