Patient Advisor (St Helens Medical Centre)

Our Patient Advisors act as the first point of call for patients at the Practice. They are responsible for

welcoming patients and visitors to the surgery, answering all incoming calls, booking appointments,

offering guidance, advice, and Care Navigation in line with our standard operating procedure. They

ensure the smooth running of the surgery reception area.

Job Purpose

To ensure that the reception area of the Practice runs smoothly, provides a high level of service to patients, doctors, nurses and other members of the Practice team

To greet patients and visitors to the Practice and action face to face requests for

appointments and other enquiries.

To effectively signpost patients to the appropriate healthcare professional or service in line

with our standard operating procedures.

To process all incoming calls from patients and other stakeholders who make contact with

the Practice.

Actively signpost patients to the appropriate service or healthcare professional.

Initiate contact with and respond to requests from patients, team members and external

agencies by phone, email and text.

Check ID for new patient registrations, and patients requesting or collecting documentation

from the surgery.

Register temporary residents, as per protocol.

Adding patient correspondence onto the clinical system.

Action incoming emails and tasks, responding in an appropriate manner.

Take payment for private services and provide appropriate receipt to confirm payment.

Effectively signpost all online consultation requests to the appropriate clinician, following

our standard operating procedures.

Manage all queries as necessary in an efficient manner.

Scanning of patient related documentation and attaching scanned documents to patients

healthcare records.

Support all clinical staff with general tasks as requested (appropriate to role).

Undertake all mandatory training and induction programmes.

Participate in practice audits as directed by the management team.

Support the Patient Advisor Team, providing cover during staff absences.

Complete opening and closing procedures in accordance with the duty rota.

General housekeeping (e.g. keeping reception and waiting areas tidy).

Any other reasonable duties as necessary.

Adhere to all aspects of Confidentiality.

Adhere to all aspects of Health & Safety.

We are a progressive and thriving, 2 partner Practice located in

a prime coastal part of the Isle of Wight serving an affluent elderly

population. Serving a patient list size of approximately 6,700 patients, we

operate out of our own, purpose-built, well-equipped premises, with a branch

surgery in the neighbouring village of Bembridge.

We seek to progress, develop and maintain high standards in our

busy training practice. We are actively engaged in commissioning and

innovations to develop our services to meet local population needs and have

consistently high QOF and QPSS achievement.

Qualifications

Essential: - Good standard of general education

Desirable: - Medical Terminology training.; - Customer Service qualification.

Experience

Essential: - Experience of working with the general public

Desirable: - Experience of working in a Primary Care setting.

Skills

Knowledge

Desirable: - Knowledge of SystmOne

Personal Qualities