Patient Services Assistant

Pharmacies. Receive and handle incoming calls and electronic requests from patients, relatives, carers, other health care providers, contractors and any other category of caller. Meet, greet and respond to all queries and requests for assistance from patients and other visitors. Establish brief details of the reasons for the patient request and record on the clinical system.
Resolve incoming requests for assistance where it is practical and safe to do so. Signpost patients and others to the person(s) either external or internal to the Practice who is best placed to initially deal with the request e.g. NHS 111, Pharmacy, Practice Website, Medical Secretary, allocating a GP message slot, triage or appointment. Contribute to the continuity of patient care by directing patient to their usual GP for the purpose of appointments, triage, messaging etc.
Monitor the flow of patients into the consulting rooms including advising patients if a consulter is running late. Ensure that patients without appointments but who need an urgent consultation are seen in a logical and non-disruptive manner. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover. Ensure procedures are completed.
Advise patients of relevant charges for private services, accept payment and issue receipts for same. Record requests for home visits and other messages stating time received and include all relevant information. Alert a clinician for any emergency cases or situations giving cause for urgent concern. Resolve patient grumbles but escalate any problems to the Operations Manager or Practice Manager.
Ensure reception and waiting areas are kept neat and tidy. Chaperone duties once trained. Promote the use of online access. Confidentiality In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters.
They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. In the performance of the duties outlined in the Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the Practice as a business organisation. All such information from any source is to be regarded as strictly confidential.
Information relating to patients, carers, colleagues, other healthcare workers or the business of the Practice may only be divulged to authorised persons in accordance with the Practice policies and procedures relating to confidentiality and the protection of personal and sensitive data. Health and Safety The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy, to include: Using personal security systems within the workplace according to Practice guidelines. Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks. Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
Reporting potential risks identified. Equality and Diversity Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.
Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with Practice procedures and policies, and current legislation. Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues. Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights. Personal/ Professional Development Participation in an annual individual performance review, Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work Attend all relevant annual updates.
Be aware of own professional boundaries and what to do when you have reached them. Quality The post-holder will strive to maintain quality within the Practice, and will: Alert other team members to issues of quality and risk. Work to practice protocols. Assess own performance and take accountability for own actions, either directly or under supervision.
Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the teams performance. Work effectively with