Patient Care Advisor (Receptionist)

• Welcome patients and any other visitors to the practice, ensuring a professional effective and efficient reception service is provided
• Initiating contact with and responding to requests from patients, other members of the practice team and other healthcare professionals
• Deal professionally, calmly and efficiently with emergency situations
• Handling repeat prescription requests online, by email or in person.
• Deal with all general enquiries, explaining procedures where necessary
• Explain practice arrangements and formal requirements to new patients and temporary residents, ensuring relevant forms are completed and procedures followed
• Assist patients to register for access to online services
• Make appointments and guide patients to the correct medical professional
• Scanning, filing and coding of correspondence
• Dealing with correspondence from different sources including emails, post and other online services.
• Open & closing building

• Welcome patients and any other visitors to the practice, ensuring a professional effective and efficient reception service is provided
• Initiating contact with and responding to requests from patients, other members of the practice team and other healthcare professionals
• Deal professionally, calmly and efficiently with emergency situations
• Handling repeat prescription requests online, by email or in person.
• Deal with all general enquiries, explaining procedures where necessary
• Explain practice arrangements and formal requirements to new patients and temporary residents, ensuring relevant forms are completed and procedures followed
• Assist patients to register for access to on-line services
• Direct specimens as per practice protocol
• Advise patients of relevant charges for non NHS services, accept payment and issue receipts.

• Respond to calls from patients in a supportive, courteous and professional manner
• Ensure all calls are answered in a timely manner
• Transfer calls to the relevant members of the practice team as required
• Deal with appointment and repeat prescription queries over the telephone/email/dashboard
• Receive and make telephone calls as required, documenting when necessary, ensuring accuracy of detail
• Booking interpreters for patients when requested

• To have a thorough knowledge of all Practice procedures
• To work in accordance with written protocols
• Open internal and External Mail
• Sort and date stamp all incoming patient related mail
• Scan patient related documents onto the patient medical notes
• Retrieving/filing notes for surgeries and update as necessary
• Scanning and Filing post in medical records, assigning to other members of staff as required
• Photocopy/scan and laminate documents as requested
• Monitor and respond to all website queries to the reception team

• Registrations of patients as and when required
• Process patients change of address computer data and medical records
• Action repeat prescription requests and ensure that they are processed within surgery policy timeframe whether paper or electronic
• Check incoming e-mails on a regular daily basis
• Undertake administration tasks and enter patient information on to the computer as required
• Use the clinical and other surgery IT systems as required for the purpose of this post.

Essential

• Customer service experience.
• Experience of working with the general public.
• Excellent communication skills (written and verbal).
• IT skills including using Microsoft 365.
• Clear and polite telephone manner.
• Able to work as part of a team and autonomously.
• Time Management and the ability to work to deadlines.
• Able to follow policies and procedures.
• Polite and Confident.
• Motivated.
• High levels of integrity and loyalty.
• Sensitive and empathic in difficult situations.
• Proven People Skills.
• Able to work under pressure.
• Able and willing to provide cover for sickness and holiday with the team.
• Flexibility of working hours/able to work at the desired times.
• Adaptable and flexible to change.