Receptionist/call Handler

**Job description**

An exciting opportunity for a Patient Services Advisor (Medical Receptionist/Call Handler) has arisen to join our practice either full (38 hours/week ) or part-time (28.5 hours/week).

This is a fantastic opportunity for a positive, enthusiastic, and patient focussed individual.

A typical day is 8am - 6.00pm and then you will need to be able to cover additional evening (until 8pm) and Saturday morning shifts (8.30 - 12.30).

**JOB DESCRIPTION**

**JOB TITLE: PATIENT SERVICES ADVISOR**

Job Summary: Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a professional, efficient and effective way.

To act as a focal point of communication between the GPs, Receptionist, Practice Manager, Patients and local Chemists as well as other members of the primary health care team to ensure patients repeat medication is produced within the current protocols of the surgery.

Provide general assistance to the Practice team and project a positive and professional image to patients and other visitors, either in person or via the telephone.

**Duties and Responsibilities**:
The duties and responsibilities to be undertaken by members of the Patient Services Team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of your line Manager/Practice Manager, dependent on current and evolving Practice workload and staffing levels:

- Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice.
- Deal with all general enquiries, explain procedures and make new and follow-up appointments.
- Receive and make telephone calls, transfer calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
- 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.
- Deal with all tasks received, whether patient related or not, in a timely and accurate manner.
- Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed.
- Ensure that all registrations and deductions are completed in line with practice procedure.
- Ensure correspondence, reports, results etc are filed promptly and in the correct records, ensuring that all recent correspondence is available when patients are seen.
- To process, all repeat medication requests sent in by patients using the various protocols in place.
- To accurately update patient’s medical records with medication changes as required, including following discharge from hospital.
- To take repeat prescription requests in a number of ways including over the telephone, via the fax machine, post, online request etc.
- To liaise with patients and chemists regarding queries and requests.
- To ensure repeat medication is issued in line with the protocols that are already in place, and where queries are raised that they are dealt with in the best way.
- Opening and locking up premises.
- Undertake any other additional duties appropriate to the post as requested by your line Manager, the Partners or the Practice Manager.

**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

**Health & safety**:
The post-holder will implement and lead on a full range of promotion and management their own and others’ health and safety and infection control as defined in the practice Health & Safety policy, the practice Health Safety manual, and the practice Infection Control policy and published procedures. This will include (but will not be limited to):

- Using personal security systems within the workplace according to practice guidelines
- Awareness of national standards of infection control and cleanliness and regulatory / contractual / professional requirements, and good practice guidelines
- Responsible for the correct and safe management of the specimens.
- Responsible for hand hygiene across the practice.
- Awareness of infe