Patient Advisor

Job summary

* Taurus Healthcare are advertising this position on behalf of Ryeland Surgery*

Ryeland Surgery have an exciting opportunity for a Part Time Patient Advisor.

Ryeland Surgery looks after more than 19000 patients from Leominster and the surrounding area with a staff of more than 65. We are looking to expand our Front of House Team with an additional part time role. We have a wide range of clinicians including physiotherapists, paramedics, advanced care practitioners and pharmacists as well as the traditional practice nurses and GPs and ensuring patients are booked with the right clinician at the right time is essential.

Do you have what it takes to work in a fast paced environment whilst ensuring our patients receive the best attention? Do you have excellent communication and customer service skills? Can you work under pressure whilst remaining calm? Do you want to want to work in a supportive environment where everyone is a key part of the wider team? Then please read on

This role is for 25 hours per week working the following hours :-

Monday to Friday 13:30 - 18:30.

* Closing Date for this vacancy is Friday 29th November 2024*

* Interviews dates are to be confirmed*

Main duties of the job

The Patient Advisor is responsible for welcoming patients and visitors to the surgery offering guidance, advice, and Care Navigation in line with the Standard operating procedure (SOP). The Patient advisor will also process outgoing communication to patients, undertake ID checks and take payments for private will also work in our care navigation hub taking calls from patients and signposting them to the most appropriate healthcare professional or service, working as part of the practices multidisciplinary team.

Please see the Job Description and Person Specification that is attached to this advert for further information.

About us

We are a friendly, dynamic and forward thinking GP practice whose clinical team includes GPs, Practitioners, Clinical Pharmacist, Practice Nurses, Healthcare Assistants and Social Prescribers. We are also a training practice and host a Research Nurse.

The practice operates across two sites which together serve over 19,000 registered patients. This post is based in our main surgery in Leominster.

We are active members of our Primary Care Network (PCN) and are members of a GP federation.

Taurus Healthcare Ltd is advertising this position on behalfof Ryeland Surgery. This means that Ryeland Surgery is the employing organisation and will make the final decision onappointing candidates.

Taurus Healthcare Ltd, on behalf of Ryeland Surgery, will collateall relevant information for the purpose of the recruitment and pre-employmentcheck process.

This information will then be securely transferred to Ryeland Surgery.

Job description

Job responsibilities

The following are the core responsibilities of the PatientAdvisor. On occasions there may be a requirement to carry out other tasks whichare listed below under Secondary responsibilities. This will be dependent onfactors such as workload and staffing levels:

To meet and greet patients and visitors to thepractice and deal with face to face requests for appointments and follow upappointments. To effectively signpost patients to theappropriate healthcare professional or service in line with the Care NavigationSOP. To process all outgoing calls and texts topatients. Check ID for new patient registrations or Patientsrequesting or collecting documentation from the surgery. Take payment for private services and provideappropriate receipt to confirm payment. Answer incoming phone calls, transferringcalls or dealing with the callers requests appropriately. Processpatient requests for appointments and telephone calls and effectively signpostpatients to the appropriate healthcare professional depending on the presentingcondition. Initiate contact with and respond to requestsfrom patients, team members and external agencies by phone, email and text. Data entry of temporary registrations andrelevant patient information as required. Input data into the patients healthcarerecords as necessary. Manage all queries as necessary in anefficient manner. Maintain a clean, tidy, effective working areaat all times. Support all clinical staff with general tasksas requested - appropriate to role. Undertake all mandatory training and inductionprogrammes. Attend a formal appraisal on an annual basisand participate in interim reviews to ensure objectives are achieved andrelevant training is undertaken. Contribute to public health campaigns, fluclinics, through advice or direct care.

In addition to the primary responsibilities, the Patient Advisor maybe requested to:

Participate in practice audit as directed bythe audit lead. Support Care Navigation staff, providing coverduring staff absences. Action incoming emails, tasks, texts whennecessary. Complete opening and closing procedures inaccordance with the duty rota. Person Specification

Experience

Essential

Experience of working with the general public.

Desirable

Experience of working in a health care setting.

Other Requirements

Essential

Flexibility to work outside of core office hours. Disclosure Barring Service check.

Personal Qualities

Essential

Polite and confident. Flexible and cooperative. Motivated. Forward thinker. High levels of integrity and loyalty. Sensitive and empathetic in distressing situations. Ability to work under pressure.

Skills

Essential

Excellent communication skills, particularly telephone. Strong IT skills. Clear, polite telephone manner. Competent in the use of Office and Outlook. Effective time management, Planning & Organising. Ability to work as a team member and autonomously. Good interpersonal skills. Problem solving & analytical skills. Ability to follow policy and procedure.

Desirable

EMIS user skills.

Qualifications

Essential

Educated to GCSE level or equivalent.

Desirable

GCSE Mathematics & English Grade C or above. Medical Terminology. Customer Service qualification.

---