Front of House Patient Advisor

• To meet and greet patients, members of the public and visitors to the practice in a friendly and

• Offer general assistance to the practice team and project a professional, positive, and friendly

• Facilitate effective communication between patients, members the primary health care team

• Liaise with district nurses, midwives, and other professionals within the community teams, on

• Ensure an effective and efficient reception service is provided to patients and any other visitors

• Ensure that excellent customer care is being delivered at all times
• Play an active role in the co-ordination, and review of patient surveys
• Offer solutions and actively listen to patients to resolve issues.
• Deal with complex and sensitive issues
• Receive specimens for laboratory analysis from patients and advise patients of their test results

• Operational duties
• Prescriptions
• Patient Registrations
• Facilities
• Other admin tasks
• Health and Safety
• Equality and diversity
• Governance
• Confidentiality

• To meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner
• Offer general assistance to the practice team and project a professional, positive, and friendly image to patients and other visitors, either in person or via the telephone.
• Facilitate effective communication between patients, members the primary health care team, secondary care, and other associated healthcare agencies.
• Liaise with district nurses, midwives, and other professionals within the community teams, on behalf of patients
• Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
• Ensure that excellent customer care is being delivered at all times
• Play an active role in the co-ordination, and review of patient surveys
• Offer solutions and actively listen to patients to resolve issues.
• Deal with complex and sensitive issues
• Receive specimens for laboratory analysis from patients and advise patients of their test results on request Arrange patient transport as directed

• Operational duties
• Prescriptions
• Patient Registrations
• Facilities
• Other admin tasks
• Health and Safety
• Equality and diversity
• Governance
• Confidentiality

Essential

• Effective communication and interpersonal skills (Tasks and Oral)
• Good level of computer literacy
• Clear, polite telephone manner
• Strong Customer service skills
• Ability to deal with sensitive issues often within hostile or emotional situations
• Time Management and the ability to work to deadlines
• Ability to use own initiative and work under minimum supervision
• Confidence and ability to follow practice protocol in an emergency situation
• Able to work well as part of a team
• Flexible approach to work
• Evidence of problem solving and improving processes
• Sensitive to the needs of service users, their families, and carers
• Recognise own development needs and identify how these may be met
• Confidence in ability to understand practice policy and protocols

Desirable

• Demonstrable experience of using SystmOne; ability to maintain the appointments system and make changes when appropriate.

Essential

• Experience of working with the general public
• Good Keyboard skills
• Experience of working in a busy environment
• Understanding of different patients and carer groups and needs
• Awareness of the importance of safeguarding and procedures
• Be aware of confidentiality and data protection when handling sensitive information
• Experience of high-volume telephone calls and managing workload
• Developing productive and effective relationships with all members of the healthcare team

Desirable

• Experience of working in receptionist role within a General Practice environment
• Patient/customer service related training/ previous role
• Up-to date knowledge of services and health resources in the local area
• Knowledge of the Data Protection Act and how this is applied in practice

Essential

• Good standard of general education or experience in similar role will be considered

Desirable

• NVQII in Customer Care