Patient Care Advisor

Primary Care is changing, and our Patient Care Advisors are key to supporting patients to get the care that they need be that clinical assessment, help with managing their health, or signposting to other services. Patient Care Advisors are the first point of contact for our patients and visitors, whether that be over the telephone, face to face at the front reception desk or through our on-line portal. Needing to make sure that every patient contact counts and that patients get the right help at the earliest opportunity. We need passionate, patient focused individuals to help us deliver the best service to our patients by offering a first-class level of Reception/Customer Service.
Discretion and confidentiality are essential attributes of a successful Patient Care Advisor. This post requires flexibility, responding to varying demands and changing circumstances. Communication, team work, motivation and hard work ethic are essential qualities. KEY DUTIES Provide a positive and friendly image to all patients and other visitors.
Welcome patients on arrival, ensuring all patients are checked in either manually or via the patient touch screen. Making effective use of the practices appointment system to include booking and cancelling of appointments, assisting and monitoring the appointment system, including the processing of our on-line portal system. Answering incoming calls in a timely, professional, and efficient manner. Assisting with any patient queries and concerns, responding promptly and positively.
To read, action and maintain the Patient Contact Waiting Lists system within System One, ensuring that patients are booked in as and when required. To explain the Practice arrangements and formal requirements for new patients, temporary residents and ensure procedures are completed within a certain timeframe. To share information regarding the practices complaint procedure. To open and scan post where necessary.
To assist with the cancelation of clinics as and when required. Dealing with tasks that are generated through System One in a timely and efficient manner. Be responsible for opening the practice at 8am in preparation for patients calling and presenting to the practice for clinics. Handle any complex queries and challenging situations in a professional manner, ensuring any issues are resolved, where possible, at first point of contact.
Effectively handle all queries that present at the practice including those from hospital clinicians, social services, etc. by problem solving, signposting, or escalation of matters as appropriate. Updating and monitoring patient information boards to ensure all relevant information is available and up to date. To have a thorough knowledge of all relevant practice procedures.
To work in accordance with written protocols. To provide cover for colleagues in times of absence for annual leave/sickness. Support in the processing of prescriptions to ensure effective patient care. It will be necessary to attend and contribute to various practice meetings as requested.
This job description is neither exhaustive nor exclusive and will be reviewed periodically in conjunction with the post holder. The post holder is required to carry out any duties that may be requested by the Partners and the Management Team. 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 this 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. The post holder must not enter patient records without clinical or administrative need to do so. The post holder must maintain confidentiality of information, always acting within the terms of the Data Protection Act and the Caldicott Principles on patient confidentiality.