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Patient Services Advisor

1 month ago

Taunton, Somerset, United Kingdom Symphony Healthcare Services Limited Full time

About the Role

Symphony Healthcare Services Limited is seeking a highly skilled and dedicated Patient Services Advisor to join their team on a permanent basis. This role is ideal for an individual who is passionate about delivering outstanding patient care and is looking for a challenging and rewarding career opportunity.

Key Responsibilities

  • Provide administration and reception duties for the practice, dealing with patients, clinical staff, and colleagues in an efficient and polite manner.
  • Receive, assist, and direct patients in accessing the appropriate service or healthcare professional and undertake a variety of administrative duties to assist in the smooth running of the practice in accordance with agreed procedures, protocols, and timescales.
  • Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings.
  • Search for, register if necessary, and book onto the computer system patients as they present at the desk.
  • Deal with enquiries, signposting, and requests, either face-to-face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues.
  • Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone.
  • Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment.
  • Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required.
  • Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition.
  • Follow up hospital appointments, test results, etc. and act upon messages on the system from the medical team.
  • Record visit requests and alert duty doctor according to practice policy.
  • Receive urgent results as they come in from the pathology department at the hospital. Liaise with GP and contact patients with information.
  • Handle specimen samples from patients appropriately.
  • Open up/lock Practice premises and maintain security in accordance with Practice protocols.
  • Ensure telephone system has been transferred correctly to out of hours message.
  • General daily administration tasks such as scanning, filing, retrieving paperwork, photocopying, and faxing.
  • Deal with and respond to post and general emails in a timely manner and fax/email urgent requests to hospital.
  • Hand completed repeat prescriptions to patient and check name and address.
  • To initially handle patient complaints by providing relevant information and by informing the Practice Manager as to the nature of any complaints, including informally made complaints.
  • Carry out inputting and alterations to computer records, including but not limited to change of addresses, message books, and any other admin tasks as they arrive.
  • Complete new patient registration process as requested and with appropriate training.
  • Acting as a chaperone (once relevant training has been completed).
  • Assist in contacting patients who fall into the various Target areas as requested.
  • Advise patients of relevant charges for private services and accept payments/issue receipts.
  • Clear and re-stock consulting rooms if required (including stationary and prescription paperwork).
  • 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.
  • To assist with the provision of cover for colleagues' absences (leave and sickness absences).
  • To assist/support with 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.
  • To assist with any other duties that may be required to ensure the smooth running of the practice.
  • Liaise with patients and pharmacies regarding prescription queries and requests as required.

Person Specification

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

Essential

  • English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3).

Experience

Essential

  • 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.