Patient Services Advisor - Warwick House Medical Centre

• Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings
• Search for, register if necessary and book onto the computer system patients as they present at the desk
• Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues.
• Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone
• Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment
• Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required
• Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition

• Follow up hospital appointments, test results etc. and act upon messages on the system from the medical team
• Processing patient referrals and summarising consultation notes
• Record visit requests and alert duty doctor according to practice policy
• Receive urgent results as they come in from the pathology department at the hospital. Liaise with GP and contact patients with information
• Handle specimen samples from patients appropriately
• Open up/lock Practice premises and maintain security in accordance with Practice protocols
• Ensure telephone system has been transferred correctly to out of hours message
• General daily administration tasks such as scanning, filing, retrieving paperwork, photocopying and faxing
• Deal with and respond to post and general emails in a timely manner and email urgent requests to hospital
• To initially handle patient complaints by providing relevant information and by informing the Practice Manager as to the nature of any complaints, including informally made complaints
• Carry out inputting and alterations to computer records, including but not limited to change of addresses, message books and any other admin tasks as they arrive
• Complete new patient registration process as requested and with appropriate training
• Acting as a chaperone (once relevant training has been completed) at practice
• Assist in contacting patients who fall in to the various Target areas as requested
• Advise patients of relevant charges for private services and accept payments/issue receipts
• Clear and re-stock consulting rooms if required (including stationary and prescription paperwork)
• Keep all areas of the building, noticeboards and leaflet dispensers tidy
• Attend ancillary and other staff meetings and training courses as required
• Participate in an annual appraisal
• To assist with the provision of cover for colleagues absences (leave and sickness absences)
• To assist/support with the induction and training of new staff as directed by the Practice Manager or Lead
• Offer general support to the practice and project a positive and friendly image to patients and other visitors
• To assist with any other duties that may be required to ensure the smooth running of the practice
• Liaise with patients and pharmacies regarding prescription queries and requests as required

Essential

• Experience of working within a team
• Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures

Desirable

• Experience of working in a customer focussed environment
• Experience of working within an administration team
• Experience of working in the NHS or similar health care setting
• Awareness of clinical systems such as EMIS

Essential

• Computer literate and good keyboard skills
• Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
• Excellent organisation skills
• Strong attention to detail and the ability to transfer accurate information
• Work well under pressure
• Use own initiative within clear boundaries, seeking advice when necessary
• Demonstrate enthusiasm and a strong sense of teamwork
• Ability to complete tasks to a high standard within frequent interruptions

Essential

• Ability to demonstrate empathy, sensitivity and compassion to the needs of the service users and carers
• Flexibility and willingness to support all teams within the practice
• Ability to listen accurately and respond appropriately
• Willingness to work flexibly (potentially across multiple sites)
• Good understanding of the importance of confidentiality