Patient Advisor
1 day ago
About the Role
We are seeking a highly skilled and experienced Patient Advisor to join our team at Beacon Medical Group. 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 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.
Main Duties of the Job
- Process telephone requests for appointments, visits, and telephone consultations.
- Receive, assist, and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient, and effective way.
- Deal with all general enquiries, explain procedures, and make new and follow-up appointments.
- Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
- Book appointments, ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record.
- Monitor the flow of patients into consulting and treatment rooms.
- Maintain and monitor the practice appointments system, adding clinics and amending slots as directed.
- Collate patient data as directed.
- Advise patients of relevant charges for private (non-General Medical Services) services, accept payment, and issue receipts for same.
About Us
Beacon Medical Group Practice is a single practice, Primary Care Network (PCN), providing care to 43,000 patients across Plympton and the South Hams. We are a team of Partners, Salaried GPs, Paramedics, Clinical Pharmacists, Pharmacy Technicians, Practice and specialist Nurses, HCAs, Phlebotomists, First Contact Physios, Social Prescribers, Advanced Clinical Practitioners, Clinical Practitioners, and Administrative support staff. Our mission is to give all our patients the right care, at the right time, in the right place. We are a forward-thinking partnership always looking for opportunities to improve services for our patients.
We have a good reputation for delivering good healthcare, leading at scale, and innovating primary care services. This is a really exciting time to be joining us as we diversify our teams, our partnership, and services.
If you join our team, you will receive support, opportunities to grow in your role, training, and work with colleagues who care about you.
Job Responsibilities
- 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.
- Pathology:
- Follow up patients with abnormal test results, as instructed by the GP.
- 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, have a thorough knowledge of doors/windows/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. Assist 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 recognises 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.
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