Patient Services Advisor

Duties can include but are not limited to:

telephone or face to face in an efficient and caring manner

contact for patients and all visitors to the surgery, presenting a calm and friendly image.

enquiries efficiently, courteously and with respect, ensuring

that the correct details are recorded and either answered or forwarded promptly

to relevant personnel

and operating the appointments system as directed by the GP Partners

ensuring that requests are acted upon in accordance with Practice policies and

procedures

temporary registration

punctually in the morning and to make all necessary preparations to receive

patients

confidentiality and privacy of the patient are observed at all times.

A large proportion of your time

will be taken assisting patients via the telephone or face to face in an efficient

and caring manner

To ensure that the telephone

service is operating correctly.

To be the first point of

contact for patients, receiving and directing patients and other visitors

appropriately.

To present a calm and friendly

image to patients.

charges to private (non-National Health Service) services, accept payment and

issue receipts for same.

calls as required in a polite and timely manner, and record messages accurately

and comprehensively.

patients efficiently and courteously and with respect, ensuring that the

correct details are recorded and either answered or forwarded promptly to

relevant personnel.

operate the appointments systems as directed by the GP partners

communication skills, to ensure that patients in urgent need are flagged to the

Lead GP in a logical and non-disruptive manner or directed to more urgent care

where appropriate.

requests for repeat prescriptions and ensure that requests are acted upon in

accordance with Practice policies and procedures.

to the computer systems as required.

unresolved problems for the next shift wherever possible, or ensure unresolved

problems are properly handed over to incoming staff

at the request of Doctors, for example telephoning the laboratory for test

results and recording accurately in the patients notes, contacting the patient

to request they come in for blood tests or a consultation.

access the computer systems, have everything they require for their session and

know where to find other things they may need e.g. emergency drugs and

resuscitation equipment.

To comply with the Practices

Registration procedures

arrangements and formal requirements to new patients and those seeking

temporary registration.

patient lives within the practice area before accepting a new registration.

address (both on computer and paper records) checking that the new address is

within the practice area.

about patients who have moved out of area so they can begin deduction proceedings

and advise appropriate organisations that a patient is deceased.

To open the premises punctually

in the morning and to make all necessary preparations to receive patients.

evening, to ensure that the building is totally secure and if appropriate that

internal lights are switched off and the alarm is activated.

prescription paper and prescription pads are securely locked away, and to

provide them to GPs when requested.

are turned off at the end of each working day in the PSA office/hub.

To ensure that the Reception

and public waiting areas are clean, neat and safe from hazards to the public at

all times, tidying toys and magazines as necessary.

happening to a member of staff or the public to the Health & Safety Lead

Officer or Practice Manager, and to prepare a written report and ensure the

person involved is seen by a doctor if necessary.

To ensure the maintenance of

accurate records in line with practice policy

relevant statistics to meet the requirements of the practice as requested

disposal of confidential waste

tidy medical records as required.

and ensure onward delivery. To prepare outgoing post and record as required.

on computer.

achievement of the Practices targets as required.

fax, photocopier as requested.

in safe working order, and that any malfunctions are reported appropriately

Education

To support students undertaking

work placement at the practice, and new staff as required.

To participate as a member of

the Patient Services Team to provide optimum patient care.

co-operative manner with other members of the Practice Team.

and participate in Practice and external meetings as required.

and concise information appropriate to their needs.

complaints made by patients relating to the Patient Services Team.

regarding their appointment schedules.

and patient information as appropriate, and update notice boards periodically.

appropriate staff including attached staff e.g. District Nurses, Community

Nurses, Midwives.

To have a thorough knowledge of

all Practice Procedures.

evaluation of your own work.

Reviews and in developing his/her own objectives.

development through a variety of strategies including attending study days, lectures,

seminars, courses and clinical placements.

training as required.

confidentiality and privacy of the patient are observed at all times.

with the Health & Safety Policy and procedures including fire precautions

and procedures for evacuation.

for staff and patients in accordance with Practice Policies.

who are absent due to annual leave or sickness as required.

inflexible. The duties of the post holder may be reviewed and amended from time

to time.

that are within your area of competence and considered relevant to the post.

Wellington Medical Centre is a well established, large training practice, providing high quality care to our 22,600 patients.

We will ensure that you feel welcome, well supported and a valued member of our team.

Qualifications

Essential: - 4 GCSE (or equivalent) Maths & English

Desirable: - Customer service qualification; - More information is available in the Job Description and Person Specification document attached to this post.

Knowledge and Skills

Desirable: - Knowledge of medical terminology; - More information is available in the Job Description and Person Specification document attached to this post.

Experience

Essential: - Experience working in a front-line position