Patient Advisors

We are seeking enthusiastic and self-motivated Patient Advisers (formerly called receptionists) with excellent communication and teamwork skills to join our friendly, dedicated and busy team.

**Contracted hours will be 19.25 hours per week**:
Monday 8.00am-1.00pm

Wednesday 7.45am-1.00pm

Thursday 8.30am-1.00pm

Friday 8.30am-1.00pm

Previous experience in a Customer Service role is desirable.

Basic computer knowledge is essential

We are a training practice with 8 partners and 5 salaried doctors, offer a supportive, well-managed

working environment and a happy and functional practice team and have received an extremely

positive CQC inspection. We have also moved into a new £5M building that will help us to meet the

future clinical needs of our patient population. The roles attract a generous holiday allowance and membership of the NHS Pension scheme.

**Reports to**: Patient Services Supervisors

**The Post will be based**: Glevum Way Surgery

**Patient Services Structure**:
Patient Services Manager

Patient Services Supervisors

Patient Advisers

Job Summary

**To ensure**:
All patients are greeted courteously whether at front desk or on the telephone

All patients’ enquiries are handled efficiently and confidentially.

Filing, record keeping and the distribution of documents are undertaken efficiently and promptly.

The surgery premises are kept tidy.

**Reports to**: - Patient Services Supervisor

**Front of House and Telephone Duties**:
Opening the premises.

Receiving and re-directing telephone calls.

Receiving morning/afternoon mail both internal (from hospitals) and Royal Mail.

Greeting patients and visitors on arrival, and providing an explanation whenever delay may be anticipated.

Ensuring clinical room lists saved every day for the following day.

Making new and follow-up appointments, ensuring all patients are registered with the practice before making appointments.

Answering general enquiries, explaining practice procedures.

Welcoming new patients wishing to register with the Practice and ensuring they have completed the correct paperwork, checking and photocopying this paperwork. Making a telephone appt with the Clinical Pharmacist, for these patients, if medication is required

Ensuring that all “Temporary Resident” patients have completed the relevant paperwork and are entered on the computer system, before seeing the Doctor

Checking that all specimens handed in atPatient Services desk are correctly labelled and that there is an indication with the sample as to who requested it and what it is to be tested for.

Entering all paperwork handed in to Patient Services desk is recorded in the Log Book.

Signing Lost Property in and out of the record book, recording and disposing of items after a one month period.

Taking money, issuing receipts and securely storing money.

Ensuring that there is an adequate supply of stationery and other routine documents as appropriate, in patient services areas and in all clinical rooms, with the apprentice’s help.

Ensuring all visitors to the practice comply with the Visitor’s Confidentiality Protocol.

Receiving, recording and passing on messages for practice and attached staff.

Keeping waiting-room tidy, including the leaflet stands.

Filing sick notes for collection.

Giving advice to patients regarding the electronic prescribing service, if requested.

Ensuring that the Patient Services area and telephone room are left tidy and ready for use by incoming colleagues, and that information about any unresolved, outstanding or urgent matters is handed over efficiently.

Acting as a chaperone for GP’s when requested and entering details on patient notes.

At the end of each session, ensuring that clinical rooms are tidy, bed roll replaced, door signage changed and room locked

Liaise with the prescription team to Lock away all signed and unsigned paper prescriptions at the end of the day

At the end of the evening session ensuring that all computers are turned off.

Securing premises before departure.

Ensuring that practice protocols are followed at all times

**Administration Duties**:
Cancellation of appointments, when a patient calls in.

Registration of new patients on the clinical system

Registration of new babies on receipt of the Hospital Maternity discharge paperwork.

Adding immunisations done out of practice onto clinical system

Reorganising Clinics due to sickness or absence of Clinicians

Assist with inputting information at Annual Flu Clinics and other ad hoc clinics

Dealing with GP requests to make appointments etc for patients

Any other adhoc admin duties given by the Supervisor or Manager. Ie. DNA admin, checking A-Z paperwork

**Information Technology**:
Have a working knowledge of appointment system

Having a working knowledge of how the phones operate

Have a working knowledge of all office equipment including the MFD and the franking machine

Liaise with IT Manager/Team and report any problems

Keeping up to date