Patient Services Advisor

• Answering telephone calls and speaking to patients at the front desk
• Processing administrative tasks from the wider practice team
• Liaising with external organisations
• Registering new patients on the system and processing documentation
• Working as part of the daily triage team dealing with incoming messages from our patients
• Covering the front desk at our Minor Injuries Unit in St Luke's Hospital
• Learning how to complete referrals for the clinical staff

• Answering telephone calls and speaking to patients at the front desk
• Processing administrative tasks from the wider practice team
• Liaising with external organisations
• Registering new patients on the system and processing documentation
• Working as part of the daily triage team dealing with incoming WhatsApp messages from our patients
• Covering the front desk at our Minor Injuries Unit in St Luke's Hospital
• Learning how to complete referrals for the clinical staff

• Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies
• Attend mandatory training as identified by the practice
• Highlight potential development areas
• The post-holder must maintain the confidentiality of information about patients staff and practice business in accordance with the Data Protection Act 1998 and Caldicott principles (training provided).
• Employees must be aware of the responsibilities placed upon them under the Health and Safety at Work Act (1974), to ensure that the agreed safety procedures are carried out to maintain a safe environment for employees and visitors (training provided).
• All members of staff have a responsibility to report all clinical and non-clinical accidents, incidents or near-misses promptly and when requested to co-operate with any investigations undertaken.
• All members of staff have a responsibility to demonstrate due regard for safeguarding and promoting the welfare of children (training provided).
• The practice has adopted an equal opportunities policy and all employees must be aware of their obligations to abide by the spirit and nature of the policy to avoid direct and indirect discrimination (training provided).

• To have excellent customer service skills and work well under pressure.
• Excellent verbal communication skills.
• To have well developed key board skills and confident in using the IT resource.
• Willingness to learn and disseminate new knowledge and skills to others.
• Good personal organisation and ability to work and an individual or as part of a team.
• To be polite, professional, and approachable at all times when within the business.
• To understand, accept and adhere to the strict rules of confidentiality.
• To have a basic level of Microsoft office.

• Communicate clearly with patients/carers and relatives about their presenting condition and subsequent appointment with a clinician.
• Demonstrate excellent interpersonal, verbal and written communication skills.
• Work collaboratively with all colleagues and outside agencies.
• Awareness of data protection issues

Essential

• Experience in a busy customer facing environment.
• Excellent telephone manner.
• Excellent written and verbal communication.
• Highly organised, methodical and logical.
• Positive and proactive approach to work.
• Confident on the telephone.