Patient Care Advisor

Welcome patients on arrival, ensuring all patients are checked in either manually or via the patient touch screen.

Primary Care is

changing, and our Patient Care Advisors are key to supporting patients to get

the care that they need be that clinical assessment, help with managing their

health, or signposting to other services.

Advisors are the first point of contact for our patients and visitors, whether

that be over the telephone, face to face at the front reception desk or through

our on-line portal. Needing to make sure

that every patient contact counts and that patients get the right help at the

earliest opportunity. We need

passionate, patient focused individuals to help us deliver the best service to

our patients by offering a first-class level of Reception/Customer Service.

Discretion and

confidentiality are essential attributes of a successful Patient Care Advisor.

This post

requires flexibility, responding to varying demands and changing

circumstances. Communication, team work,

motivation and hard work ethic are essential qualities.

KEY DUTIES

Provide a positive and friendly image to all patients

and other visitors.

patients on arrival, ensuring all patients are checked in either manually or

via the patient touch screen.

Making effective use of the practices appointment

system to include booking and cancelling of appointments, assisting and

monitoring the appointment system, including the processing of our on-line

portal system.

Answering incoming calls in a timely, professional,

and efficient manner. Assisting

with any patient queries and concerns, responding promptly and positively.

To read, action and maintain the Patient Contact

Waiting Lists system within System One, ensuring that patients are booked

in as and when required.

To explain the Practice arrangements and formal

requirements for new patients, temporary residents and ensure procedures

are completed within a certain timeframe.

To share information regarding the practices

complaint procedure.

To open and scan post where necessary.

To assist with the cancelation of clinics as and when

required.

Dealing with tasks that are generated through System

One in a timely and efficient manner.

Be responsible for opening the practice at 8am in

preparation for patients calling and presenting to the practice for

clinics.

Handle any complex queries and challenging situations

in a professional manner, ensuring any issues are resolved, where

possible, at first point of contact.

Effectively handle all queries that present at the

practice including those from hospital clinicians, social services, etc.

by problem solving, signposting, or escalation of matters as appropriate.

Updating and monitoring patient information boards to

ensure all relevant information is available and up to date.

To have a thorough knowledge of all relevant practice

procedures.

To work in accordance with written protocols.

To provide cover for colleagues in times of absence

for annual leave/sickness.

Support in the processing of prescriptions to ensure

effective patient care.

It will be necessary to attend and contribute to

various practice meetings as requested.

This job description is neither exhaustive nor

exclusive and will be reviewed periodically in conjunction with the post

holder. The post holder is required

to carry out any duties that may be requested by the Partners and the

Management Team.

the course of seeking treatment, patients entrust us with, or allow us to

gather, sensitive information in relation to their health and other

matters. They do so in confidence

and have the right to expect that staff will respect their privacy and act

appropriately

the performance of the duties outlined in this Job Description, the

post-holder may have access to confidential information relating to

patients and their carers, Practice staff and other healthcare

workers. They may also have access

to information relating to the Practice as a business organisation.

All such information from any

source is to be regarded as strictly confidential

Information relating

to patients, carers, colleagues, other healthcare workers or the business

of the Practice may only be divulged to authorised persons in accordance

with the Practice policies and procedures relating to confidentiality and

the protection of personal and sensitive data.

The post holder must

not enter patient records without clinical or administrative need to do

so.

The post holder must

maintain confidentiality of information, always acting within the terms of

the Data Protection Act and the Caldicott Principles on patient

confidentiality.

The post holder must

also maintain an awareness of the Freedom of Information Act.

HEALTH AND SAFETY

The post-holder will assist in promoting and maintaining their

own and others health, safety and security as defined in the Practice Health

Using

personal security systems within the workplace according to Practice

guidelines

Identifying

the risks involved in work activities and undertaking such activities in a

way that manages those risks

Making

effective use of training to update knowledge and skills

Using

appropriate infection control procedures, maintaining work areas in a tidy

and safe way and free from hazards

Reporting

potential risks identified

The post-holder will support the equality,

diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the

importance of peoples rights, interpreting them in a way that is

consistent with Practice procedures and policies, and current legislation

Respecting the privacy, dignity,

needs and beliefs of patients, carers and colleagues

Behaving in a manner which is

welcoming to and of the individual, is non-judgmental and respects their

circumstances, feelings priorities and rights.

PERSONAL/PROFESSIONAL DEVELOPMENT

The post-holder

will participate in any training programme implemented by the Practice as part

Participation in an annual

individual performance review, including taking responsibility for

maintaining a record of own personal and/or professional development

Taking responsibility for own

development, learning and performance and demonstrating skills and

activities to others who are undertaking similar work

The post-holder

will strive to maintain quality within the Practice, and will:

Alert other team members to issues

of quality and risk

Assess own performance and take

accountability for own actions, either directly or under supervision

Contribute to the effectiveness of

the team by reflecting on own and team activities and making suggestions

on ways to improve and enhance the teams performance

Work effectively with individuals

in other agencies to meet patients needs

Effectively manage own time,

workload and resources

At Lionwood Medical Practice, we are dedicated to providing comprehensive and compassionate healthcare services to individuals and families in Norwich and the surrounding communities. Our practice is committed to promoting wellness, preventing illness, and delivering high-quality care that meets the diverse needs of our patients.

We are a busy City Practice, providing services for 15,500 patients.

We use SystmOne for our Clinical system, and also utilise various digital platforms such as Accurx and our online triage system is SystmOne to support our processes.

We are a well established training Practice and welcome GP Registrars on six monthly placements.

If this sounds like a perfect job for you then please get in touch.

Experience

Desirable: - Experience of working in a primary care setting.; - Experience of reception work.; - Knowledge and experience in the use of System One clinical system.