Patient Care Adviser

Job summary

PatientCare Adviser Tetbury

Salary: £ per hour - Incremental pay increases over two years

Contract: Permanent

Hours: Part-time. 28 hours per week

To be worked Monday, Tuesday, Thursday and Friday.

Overtime available to covercolleagues Annual Leave

Details of the working hours may be obtained upon request and will also be discussed at interview.

Location: Phoenix Health Group Tetbury

An excitingopportunity has arisen at our established and busy Tetbury Practice for a PatientCare Adviser to join our team at the Phoenix Health Group. Innovative and progressive with surgeriesacross Cirencester, Tetbury, South Cerney, Kemble and the RAU we focus onproviding excellent personal care and a holistic approach to medicalpractice.

The Patient Care Team provides:

A professional,positive and friendly image to patients and other visitors, either in person orvia the telephone, and offers general assistance to the wider Practice team.

Administrativesupport, making an important contribution to the overall work of the Practice.

Main duties of the job

You will need:

Excellent communication skills, written and oral with the ability to communicate confidently. Competent user of Microsoft Office software Experience of dealing with the public/patients Experience of working in a public reception environment Flexible to meet the demands of the post and the ability to adapt to a changing environment.

Please see the Job Description and Person Specification for further details.

About us

Benefits include: NHS Pension Scheme, Cycle to Work scheme, regular team meetings and biannual team morale building days & other social events.

Job description

Job responsibilities

JOB DESCRIPTION

JOB TITLE: Patient Care Adviser

REPORTS TO: Patient Care Adviser Manager

Job Summary:

The purpose of the role is to:

Offergeneral assistance to the Practice team and project a positive and friendlyimage to patients and other visitors, either in person or via the telephone, atPhoenix Health Group which includes Cirencester, Tetbury and South Cerney.

Receive,assist and direct patients in accessing the appropriate service or healthcareprofessional in a courteous, efficient and effective way

Undertakea variety of administrative duties to assist in the smooth running of thePractice including the provision of clerical support to clinical staff andother members of the Practice team

Facilitateeffective communication between patients, members of the primary health careteam, secondary care and other associated healthcare agencies

Duties and Responsibilities:

The duties and responsibilities to beundertaken by members of the Practice Patient Care team may include any or allof the items in the following list.Duties may be varied from time to time under the direction of the istcoordinator, dependent on current and evolving Practice workload and staffinglevels:

Openingup/locking-up of Practice premises and maintaining security in accordance withPractice protocols

Maintainingand monitoring the Practice appointments system

Processingtelephone requests for appointments, visits and telephone consultations andensuring callers are directed to the appropriate healthcare professional

Takingmessages and passing on information

Filingand retrieving paperwork

Processingrepeat prescriptions in accordance with Practice guidelines

Computerdata entry/data allocation and collation; processing and recording informationin accordance with Practice procedures

Initiatingcontact with and responding to requests from patients, other team member andassociated healthcare agencies and providers

Clearingand re-stock consulting rooms as required

Providingclerical assistance, including word/data processing, filing, photocopying andscanning

Provisionof refreshments for staff and visitors as required; loading and emptying thedishwasher and keeping the kitchen area clean and tidy

Keepingthe area, notice-boards and leafletdispensers tidy and free from obstructions and clutter

Flexibilityto work additional hours to cover colleagues is essential.

Confidentiality:

In the course of seeking treatment, patients entrust uswith, or allow us to gather, sensitive information in relation to their healthand other matters. They do so inconfidence and have the right to expect that staff will respect their privacyand act appropriately

In the performance of the duties outlined in this JobDescription, the post-holder may have access to confidential informationrelating to patients and their carers, Practice staff and other healthcareworkers. They may also have access toinformation relating to the Practice as a business organisation. All such information from any source is to beregarded as strictly confidential

Information relating to patients, carers, colleagues,other healthcare workers or the business of the Practice may only be divulgedto authorised persons in accordance with the Practice policies and proceduresrelating to confidentiality and the protection of personal and sensitive data

Health & Safety:

Thepost-holder will assist in promoting and maintaining their own and othershealth, safety and security as defined in the Practice Health & SafetyPolicy, to include:

Using personal security systems within the workplaceaccording to Practice guidelines

Identifying the risks involved in work activities andundertaking such activities in a way that manages those risks

Making effective use of training to update knowledge andskills

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:

Thepost-holder will support the equality, diversity and rights of patients, carersand colleagues, to include:

Actingin a way that recognizes the importance of peoples rights, interpreting themin a way that is consistent with Practice procedures and policies, and currentlegislation

Respectingthe privacy, dignity, needs and beliefs of patients, carers and colleagues

Behavingin a manner which is welcoming to and of the individual, is non-judgmental andrespects their circumstances, feelings priorities and rights.

Personal/Professional Development:

The post-holder will participate in anytraining programme implemented by the Practice as part of this employment, suchtraining to include:

Participationin an annual individual performance review, including taking responsibility formaintaining a record of own personal and/or professional development

Takingresponsibility for own development, learning and performance and demonstratingskills and activities to others who are undertaking similar work

Quality:

The post-holder will strive to maintainquality within the Practice, and will:

Alertother team members to issues of quality and risk

Assessown performance and take accountability for own actions, either directly orunder supervision

Contributeto the effectiveness of the team by reflecting on own and team activities andmaking suggestions on ways to improve and enhance the teams performance

Workeffectively with individuals in other agencies to meet patients needs

Effectivelymanage own time, workload and resources

Communication:

The post-holder should recognise theimportance of effective communication within the team and will strive to:

Communicateeffectively with other team members

Communicateeffectively with patients and carers

Recognisepeoples needs for alternative methods of communication and respond accordingly

Contribution to the Implementation of Services:

The post-holder will:

ApplyPractice policies, standards and guidance

Discusswith other members of the team how the policies, standards and guidelines willaffect own work

Participatein audit where appropriate

Person Specification

Qualifications

Essential

Good standard of education including qualification in English & Maths (GCSE Grade A-C/9-4 or equivalent)

Desirable

European Computer Driving License (ECDL) Level 2 (or equivalent)

Experience

Essential

Competent user of Microsoft Office software Experience of dealing with the public/patients Working in a public reception environment

Desirable

Experience of telephone switchboard operation Experience of Medical clinical software system

Knowledge and skills

Essential

Excellent keyboard and computer skills Excellent communication skills, written and oral with the ability to communicate confidently. Excellent interpersonal skills

Desirable

Previous experience of working within a Primary Care/Health Sector Service

Qualities & Attributes & Other

Essential

An understanding, acceptance and adherence to the need for strict confidentiality Ability to use own judgement, resourcefulness and common sense Ability to work without direct supervision and determine own workload priorities Ability to work as part of an integrated multi skilled team across a number of sites Pleasant and articulate Able to work under pressure, remaining professional at all times Able to adapt to a changing environment. Able to use own initiative

Other

Essential

Use of a car/able to travel between sites. Ability to be flexible in working times to meet needs of service Able to cover for colleagues planned and unplanned absence at all sites

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