Patient Advisor

Job overview

Job Summary

Undertake a wide range of administrative and reception duties and provide general support to the multidisciplinary team. Duties to include, greeting and directing patients, dealing with phone enquiries, making appointments, handling prescription requests and assisting patients as required.

Main duties and responsibilities

Providing an efficient and friendly reception service for all patients and visitors to our surgery

Providing accurate, efficient and effective administrative support to doctors and other members of the clinical team at our surgery

Making appointments, dealing with telephone enquiries and processing online enquiries

Job description

Reception

Dealing with all general enquiries and making appointments for patients

Taking messages and passing the information on to the intended recipient

Monitoring patient appointments and keeping patients informed of any delays

Advising patients about different practice procedures (e.g. registering as a new patient and ordering prescriptions)

Keeping reception area clean and tidy

Receiving clinical samples from patients

Receiving payments for private fees, issuing receipts

Opening and closing the Practice and setting the alarms when required

Repeat Prescriptions

Preparing repeat prescriptions for GPs to sign and issue through Electronic Prescribing System

Dealing with prescription enquiries from patients and pharmacists

Administration

Providing general administrative support to the clinical team

Undertaking a wide range of administrative duties including processing mail, e-mails, word processing and photocopying

Processing patient requests received through Anima online triage

Scanning and linking consultant letters and test results to patient records

Booking appointments for patient recalls and updating the patient records appropriately

Ensuring correspondence, reports and results are filed appropriately

Arranging emergency and urgent patient transport when requested by a GP

Job responsibilities

Patient Advisor

Job Description

Job title: Patient Advisor

Responsible to: Charlie Coney (Lead Patient Advisor)

Accountable to: GP Partners and Practice Manager

Job Summary

Undertake a wide range of administrative and reception duties and provide general support to the multidisciplinary team. Duties to include, greeting and directing patients, dealing with phone enquiries, making appointments, handling prescription requests and assisting patients as required.

Main duties and responsibilities

Providing an efficient and friendly reception service for all patients and visitors to our surgery

Providing accurate, efficient and effective administrative support to doctors and other members of the clinical team at our surgery

Making appointments, dealing with telephone enquiries and processing online enquiries

Specific duties

Reception

Dealing with all general enquiries and making appointments for patients

Taking messages and passing the information on to the intended recipient

Monitoring patient appointments and keeping patients informed of any delays

Advising patients about different practice procedures (e.g. registering as a new patient and ordering prescriptions)

Keeping reception area clean and tidy

Receiving clinical samples from patients

Receiving payments for private fees, issuing receipts

Opening and closing the Practice and setting the alarms when required

Repeat Prescriptions

Preparing repeat prescriptions for GPs to sign and issue through Electronic Prescribing System

Dealing with prescription enquiries from patients and pharmacists

Filing prescriptions ready for collection

Administration

Providing general administrative support to the clinical team

Undertaking a wide range of administrative duties including processing mail, e-mails, word processing and photocopying

Processing patient requests received through Anima online triage

Scanning and linking consultant letters and test results to patient records

Booking appointments for patient recalls and updating the patient records appropriately

Ensuring correspondence, reports and results are filed appropriately

Arranging emergency and urgent patient transport when requested by a GP

Other requirements of the post

Feedback any relevant patient related information to Nurses or Doctors

Work as an effective team member with all administrative and clinical colleagues at the Practice

Follow all practice policies, procedures and protocols including those in the staff handbook

Contribute to the development and improvement of patient services

Attend meetings with other clinical and administrative colleagues

Maintain a good relationship with patients, relatives, carers, other health and social care colleagues and voluntary organisations

Respect privacy, dignity, needs and beliefs of patients and carers

Act in a way which is welcoming to the individual, which is non-judgemental and respectful of their circumstances, feelings and rights

Provide cover for colleagues who are absent from work due to sickness or holidays

Education and development

Participate in any training and development activities arranged by the Practice

Complete mandatory e-learning training

Participate in an annual performance review

Maintain an awareness of all practice policies and procedures.

Confidentiality

Maintain confidentiality relating to patients, staff, visitors and general practice business

Uphold the Caldicott Report Principles with respect to the confidentiality of patient identifiable information

Comply fully with the Data Protection Act 1988 and General Data Protection Regulations 2018

Health and Safety

Be aware of an employees responsibilities under the Health and Safety at Work Act (1974)

Take care of your own health and safety, and not interfere with or misuse, anything provided for your health and safety or welfare

Cooperate with employers to ensure compliance with health and safety requirements

Report all non-clinical and clinical accidents or incidents promptly and when requested, co-operate with any investigations undertaken

Security

Remain vigilant at all times and report any suspicious activity to your line manager

Keep surgery keys and fobs safe

Not sharing door access codes or alarm codes

Ensuring that all external doors and windows are closed and setting the intruder alarm if you are the last person to leave the building

Equality, Diversity and Inclusion (EDI)

Demonstrate a positive attitude towards EDI and not discriminate against patients, their families or colleagues on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

About the organisation

The Administration Team works very closely with the clinical team, providing the best possible service in the Bishops Cleeve and North Cheltenham Area. The practice has approximately 11,200 patients.

Cleevelands Medical Centre is committed to being a green practice; we engage with the Green Impact for Health toolkit to improve our sustainability.

We are an equal opportunities employer who ensures that staff understand how to positively promote diversity and equality in their execution of work activities and by their own attitudes and behaviour. We aim to design and implement policies and procedures that meet the diverse needs of our service and workforce, ensuring that none are placed at a disadvantage over others, in accordance with the Equality Act 2010.

Working pattern would be on a rolling rota, this can be discussed at interview

25 days a year annual leave plus Bank Holidays, subject to pro-rated for part time positions

Free onsite car parking

Team social events

NHS discounts scheme

Paid breaks

Uniform provided

Person specification

Qualifications

Desirable

• We are looking for people who have the following skills:
• Confident communication skills both in person and on the phone
• Enthusiasm, motivated and with a robust sense of humour
• Ability to work as part of team and help develop ideas and improvements in how we work
• Confidence in using a computer
• It will be highly desirable to have some knowledge of the following IT packages:
• Outlook
• Word
• Excel
• Web based programmes