Job summary
This is an exciting opportunity for the right candidate to
join our Patient Advisory team in a role which involves contact with patients
face-to-face, on the telephone and also varied administrative duties. The
successful candidate will have a calm, friendly and hardworking mentality and
be able to demonstrate excellent customer service skills. This opportunity is
open to full-time hours, however flexibility is essential. This role will be offered on a weekly rota
basis covering the core hours of 7:45am 6:30pm, and as our practice offers
extended opening hours, the occasional evening surgery up to 9:00pm.
Main duties of the job
Main duties
and responsibilities
Deal effectively with incoming patient
calls and queries, seeking advice when necessary
Ensure
that all patients and visitors at reception and telephone callers to the
practice are greeted professionally and politely
Make/cancel/rearrange appointments via the clinical
system
Arrange interpreters as necessary
Processing repeat prescription requests
Registering immediately necessary patients when
required
Deal with administrative queries and requests from
patients
Support and assist clinicians and management as
required
Ensure up to date patient information is recorded
Give test results where appropriate
Deal with requests for medical reports and subject access
requests
Opening and closing procedures for Reception
General administration duties
Scan letters and documents as necessary coding and
updating the record as appropriate
Manage paper notes coming in and leaving the surgery
Summarising incoming medical records
Providing cover for staff leave as necessary
Ad-hoc duties as required
About us
Humberstone Medical Centre is recruiting for a Patient Service Advisor. Having a
population of over 11,000 patients means we require applicants who are
comfortable working in a fast-paced environment and are confident using their
own initiative.
Job description
Job responsibilities
Greet patients
and visitors to the practice.
Book in, amend
and cancel patient appointments in line with practice appointments procedures
ensuring optimum efficiency of the appointment system.
Ensure those
patients without appointments, but who needs 'urgent consultations are
booked into appropriate slots and referred to a GP where necessary.
Receive and
accurately record requests for home visits, assessing urgency in accordance
with the Practices protocols. Print off home visit summary sheets.
Respond and/or
redirect all patient and visitor requests accordingly.
Explain practice
arrangements and formal requirements to new patients and temporary residents,
ensure procedures are completed.
Accurately take
details of new patients and distribute new patient questionnaire packs.
Advise patients
of relevant charges for private services, accept payment and issue receipts for
same.
Produce repeat
prescriptions according to practice procedures and ensure timely distribution
of completed prescriptions.
Ensure
correspondence, reports, results etc. are filed electronically in correct
patient record.
Ensure reception
and waiting areas are kept neat and tidy
Re-stocking of
information leaflets as appropriate
Answering
incoming telephone calls, ensuring calls are documented and redirected
accordingly.
Undertake administration
tasks as allocated on rota.
Action start and
end of day procedures ensure answering machine service for out of hours
information is directed appropriately switched to answering machine at close
of business each day.
Ensure
up-to-date maintenance of both computerised and manual filing systems (i.e.
patient notes).
Check emails on
a daily basis.
Scan and code
letters and summarising incoming medical records.
Deal with requests
for medical reports & subject access requests (SAR).
This job
description is not exhaustive and may be adjusted periodically after review
and consultation. You will also be expected to carry out any reasonable
duties, which may be requested from time-to-time.
Undertake
chaperone duties (after training) for clinicians.
Work safely at
all times in accordance with legislative requirements and Practice Policy and
Procedures.
Person Specification
Experience
Essential
- - Customer service experience
- - Excellent communication skills
Desirable
- - Experience of working in primary care
- - Experience of working in a GP Practice
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
Humberstone Medical Centre
Address
Humberstone Medical Centre
150 Wycombe Road
Leicester
LE5 0PR