Patient Advisor Phone Hub- Call Handler/ Front of

**Job summary**
- **As first point of contact for our patients, your focus will be on ensuring patients and visitors to Beacon Medical Group receive the best possible service, you will provide a professional, efficient and friendly reception service for all patients and other visitors and youll enjoy making a difference to every service user.**_

**Main duties of the job**

To be responsible for your own continuing self-development, undertaking training as appropriate.

To undertake other duties appropriate to the grading of the post as required.

Must be able to work flexible hours.

**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 description**

**Job responsibilities**

**Key Responsibilities**:
To be responsible for your own continuing self-development, undertaking training as appropriate.

To undertake other duties appropriate to the grading of the post as required.

Must be able to work flexible hours.

**Patient/ Customer Care**:
To 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, either in person or via the telephone.

Facilitate effective communication between patients, members 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 co-ordination, 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

Arrange patient transport as directed

**Operations**:
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, including sign posting patients to the most appropriate appointments using in-house triage guidance.

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 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.

**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

Dealing with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists

Identifying and suggesting 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

**Faciliti