Patient Advisor

3 months ago

Lytham Saint Annes, United Kingdom Parcliffe Medical Centre Full time

Job summary

We are looking to expand our patientservices team which has created an exciting opportunity for someone to join theteam in the role as Patient Advisor.

We have a patient population of around12,100 patients and cover a demographically diverse population.

Our Patient Advisors play a key part in providingaccessibility for our patients to the services that we offer as well assupporting our Clinical Team. As a PatientAdvisor, you would be at the forefront of handling the telephone traffic intothe Practice, providing an initial basic assessment of the present concerns forour patients, and reviewing the most appropriate action for the patient be itan appointment at the practice or signposting to another service. As the central service for most queriesthrough the practice you will liaise with the various teams / services that wehave. The Patient Advisor also providesenhanced support to our clinical team to support the running of their tasks andensure they can focus on their clinical workloads.

Ideally, we would be looking to recruita Patient Advisor with knowledge of general practice systems, however fulltraining will be given to upskill the successful candidate. A background of customer service would beessential.

Main duties of the job

The overall summary of duties for the Patient Advisor would include:

To be the first point of contactfor patients ringing the GP Practice

To optimise the patientsjourney through the Practice, ensuring they receive a pleasant, helpful, andsatisfied experience

To support the Clinical Team andvarious departments by signposting patients to the most appropriate service orhealthcare professional

Undertake additional duties aspart of this role, supporting the wider Practice team as required.

Deliver a polite, professionaland efficient service to the Patient population of the Practice.

About us

Parcliffe Medical Centre is aninnovative and forward-thinking Practice led by our Partnership (5 GPs).

In purpose-built premises inside StAnnes Health Centre, with a current patient population of around 12,000patients.

Located in the seaside town of St Annesalong the Fylde Coast, we are minutes away from the sea front, with directlinks to the M55 & M6.

We are a friendly, professional, caringteam who are passionate about providing safe and effective care to our patientpopulation. Our excellent multi-skilled Clinical Team comprises of 8 GPs(Partner & Salaried), Advanced Nurse Practitioners, Clinical Pharmacist,Physicians Associate, Practice Nurses & Healthcare Assistants.

Supporting our Partnership, clinicalteam and the patient journey through the Practice, our team also includes aBusiness Manager, 2 Operational Managers, Receptionists, Administrators,Secretaries, Medicines Management Team and are currently working through atransition to introduce a Patient Advisor role in support of enhancedsignposting and ensuring patients have access to the appropriate clinicians orservices available to them.

Alongside offering the standardcontractual requirements of General Medical Services in Primary Care, we do inaddition have enhanced bespoke services to our patients in Minor Surgery,Microsuction and are also one of the Covid Vaccination sites within our PrimaryCare Network.

Job description

Job responsibilities

A full detailed Job Description is available in the vacancy pack for the Patient Advisor role attached to this advertisement.

Be the first point of contact for patients ringing the Practice. This will be an information gathering / first line triage role to optimise the Patient journey. Work in a fast-paced environment with varying and conflicting time constraints Work within a large multidisciplinary team At all times promote the Practice in a positive way Be solution focused to patients presenting concerns/symptoms with a can do attitude. Excellent communication skills - being able to adapt these to the needs and requests of the patients/carers/relatives/other healthcare professionals / agencies & organisations. Be able to put patients rapidly at ease and give them the time and space to explain their needs / nature of call. Apply questioning techniques to ascertain more information in relation to the callers presenting concern / symptoms, recognising any already detailed or documented health concerns. Provide clear and concise information to patients and understand the importance of discretion and confidentiality. Follow provided guidance on information collection of the callers presenting concerns / symptoms. Develop and maintain an in-depth knowledge and understanding of the services provided in the Practice and in the wider health community. Using knowledge, be able to guide patients to the service, clinician or department which is most likely to meet their needs, whether inside or outside the Practice Strive to maintain quality within the Practice. Process patient requests for appointments Answer incoming calls, transferring calls or dealing with the callers requests appropriately. Initiate contact with and respond to request from patients, team members and external agencies. Accurately record contact and details of conversation with patients in the appropriate screen on EMIS Web Use templates where required for the capturing of information, symptoms, presenting conditions to assess, signpost and prioritise the nature of the contact. Take note of patients pop up notes / box alerts to prompt, encourage and remind patients of overdue appointments, health checks, immunisations and or the capturing of missing information to support QOF programmes smoking status Check patients information and contact details are up to date. Check alerts and information on the patients medical records is still correct where alerts are outdated making sure old alerts are removed, keeping the medical record tidy. Maintain a clean, tidy, effective, always working area. Monitor and maintain the reception area, noticeboards, information areas and update as necessary sharing new information with colleagues where appropriate. Support all clinical staff with general tasks as requested. Scan patient-related communication / documentation and attached scanned documents to patients healthcare records. Complete opening / closing procedures. As required, support the medicines management team in the processing of repeat prescriptions, ensuring that they are processed accurately and efficiently. Person Specification

Qualifications

Essential

Educated to GCSE Level / Equivalent

Desirable

Customer Service Qualification or equivalent experience

Experience

Essential

Working with the general public through both face to face and telephone encounter Working within a telephone based service environment Ability to work under pressure and in stressful situations Using own initiative Problem solving with the ability to process information accurately and effectively, interpreting data

Desirable

Working within a GP/NHS/Healthcare Environment for a minimum of 2 years

Skills / Personal Qualities

Essential

Excellent communication skills written or oral Strong IT skills including in the use of the Clinical System EMIS web Clear, polite telephone manner Effective time management both for the patient, tasks, organisation and prioritisation Resourceful ability to think about appropriate services, make the best of resources we have Strong team working ethics Working autonomously Excellent interpersonal skills Ability to follow policy and guidelines Polite and confident Flexible and cooperative Self-motivated and able to motivate those around you Problem solver High levels of integrity and loyalty Sensitive and empathetic in distressing situations Ability to communicate effectively and understand the needs of the patient Effectively utilises resources Flexible able to work to the needs of the service and the team

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