Senior Patient Services Advisor

1 month ago

Exeter, United Kingdom Southernhay House Surgery Full time

Job summary

Are you ready to be a part of something extraordinary? Do you want to develop in a role? We are seeking enthusiastic and talented individuals to join our exceptional team. At our company, we believe that greatness is achieved through building and maintaining close relationships with the community and supporting people where they need it the most. If you're looking for a stimulating work environment where your skills are valued and your potential is nurtured, then look no further

The purpose of this role is to be a trusted, caring and informative person to/for our patients when they require access to our services or support. In doing this you'll be the main point of contact between Doctors, Patients and other medical colleagues.

You'll also provide support services to all members of the Practice team across our two sites, including a range of administrative tasks relating to care, record keeping and communication.

This is a role you can grow into with scope to be part of the leadership team, supporting the future of the surgery.

Main duties of the job

To provide a source of contact for patients andact as a point of communication between patients, doctors and other medicalstaff.

To provide administrative support and servicesto all members of the Practice team across two sites.

To utilise, maintain and manage the Choose andBook referral system in line with national and local protocols

To undertake administrative functions inaccordance with practice protocols.

Aim to ensure and partake in the smooth & efficient flow of work in the office.

About us

We are an organisation of about 25 people working in twosurgeries, one in Southernhay, in the centre of Exeter, and the other inWhipton, less than two miles to the east. Our surgeries provide a range ofhealthcare to two communities totalling around 8000 patients. We are lucky tohave a team of 6 dedicated, friendly doctors, working at the heart of ourpractice.

The Patient Services Advisor Team is at the heart of thepractice, you will play a key role in supporting our patient population andwork closely with all members of the practice including our team of nurses and other healthcareprofessionals. You will also liaise and build relationships with colleagues inour neighbouring surgeries and the wider community.

Weare a small but supportive, friendly and hardworking team who care about thepeople in the community we serve as well as our colleagues in the team. We knowthe work can be challenging, supporting people when they may need it the most,so we chip in to support and help each other and are there for one another when needed: We think this work is veryrewarding, serving the community and getting to know individuals, caring andmaking a difference to their health and life.

Job description

Job responsibilities

To supportin providing thorough Admin training to all Patient Services Advisorsundertaking new specialities.

To supportin developing or updating practice admin protocols/policies to ensure they arecurrent in both the Administrator Protocol Folder and an electronic copy withinPractice Policies.

Toensure daily Admin Jobs are completed and delegated effectively with help ofthe PSA Lead.

Toundertake any necessary staff training in order to remain updated Docmail, Lexacom, DRSS Referrals this list is not exhaustive.

Toensure all PSAs are submitting returns as and when they are due. Immunisations, Quarterly Return etc

To demonstratea confident approach to resolving issues within your SPSA role.

Toliaise with the PSA Lead to ensure Admin Jobs are completed within the allottedtimeframe.

Beprepared to undertake PSA Lead duties as requested by PM or GP Partners, includingbut not limited to:

oStaff rotas

oAbsence Management

oInitial complaint investigation and resolution

Person Specification

Qualifications

Essential

GCSE or equivalent in English

Desirable

Healthcare-related Qualification Customer Services Qualification Qualification in Leadership/Management Qualification in Human Resources

Experience

Essential

Previous experience in a role where many tasks require accurate completion in a short space of time Previous experience in a patient/customer-facing environment

Desirable

Previous experience of working in a similar role Knowledge of Primary Care & the role of GPs Previous experience leading and managing a team Demonstrable, up-to-date knowledge of employment policies

Other

Essential

Ability to deal with all matters confidentially and an understanding of GDPR and its application in a healthcare setting Disclosure Barring Service (DBS) check Occupational Health clearance

Skills & Qualities

Essential

Organisational Skills, to prioritise competing priorities, meet deadlines and uphold surgery standards. Attention to detail Ability to handle challenging situations in a calm, confident and polite manner A great range of communication skills to support diverse groups of people from the community, the team and other organisations, in a way to fit to the contact and individual Owns it You take responsibility for your role, supporting the team and our patients. This means that youre resourceful, inquisitive and have good judgement Personal Integrity Youre honest, kind, compassionate & fair with patients and colleagues alike. This comes through in challenging situations. Team/community Orientated You are motivated by and orientated to team success and positively impacting on others. Unselfish, supportive and adaptive. Friendly your personal and professional default is friendly. This comes through when you are calm under pressure Genuine an interest in the work and our purpose, supporting the health of our community and the running of our organisation Problem solver

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