Patient Advisor - Stalybridge, United Kingdom - Lockside Medical Centre

    Lockside Medical Centre
    Lockside Medical Centre Stalybridge, United Kingdom

    2 weeks ago

    Default job background
    Permanent
    Description

    Job summary

    Much of your work follows protocols and procedures, however this post asks to show considerable initiative to be able to develop, organise and prioritise workload

    You will operate as a member of a Team

    You may be asked to participate in the setting of strategic aims of the practice and work along side other members of the team to achieve set goals

    You are encouraged to develop and maintain up to date training (Bluestream)

    At all times you must work within your area of competence

    To attend Joint and Administrative meetings each week

    Main Duties and Responsibilities

  • Reception Duties:

    • Ensure efficiency of appointment system and monitor correct flow of patients into clinical rooms.

    Assess the patient request for a GP appointment

    1. Triage

    2. GP telephone call

    3. Visit

    4. Care navigation to other organizations (MSK, Pharmacy referrals, podiatry, Minor Eye ailments, Dental, Mental Health (Adult and Children)

    5. Direct to Website to submit online query.

    Explain practice arrangements and formal requirements to new patients and those seeking temporary treatment, ensure forms are completed.

    Advise relevant charges for private services, accept payments, document and issue receipts for same

    Respond to all queries and requests for assistance from patients and other visitors

    Enter requests for home visits onto the On the Day clinical pool list, request contact details, including all relevant information.

    Ensure that requests for repeat prescriptions are dealt with in accordance with the Practice protocol and processed appropriately

    Enter patients change of address details on to the computer and keep records up to date.

    Enter relevant documentation onto the computer when appropriate

    Deal with samples appropriately that are handed over reception by patients

    Any other job which occurs and is relevant to the smooth running of the practice

    Manage the practice NHS email account

    Dealing with daily task including liaising with other NHS organizations/hospital/PCN and Allied professionals.

    Chaperone clinicians if covered by DBS.

  • Management of Appointment system

    • Monitor effectiveness of the system and report any problems

    Ensure familiarity with all appointment systems

    Book appointments and reviews ensuring sufficient information is recorded

    Booking cross organisation appointments (PCAS MSK MH Paramedic)

    Advise patients of any delays in surgeries due to emergencies etc.

  • Management of Medical Record

    • Ensure correspondence, reports, results etc are filed in the correct record

    Note summarising of medical record on completion of appropriate training

    Opening of daily post and deal with appropriately

    Scan and manage hospital letters received in the post and electronically file from Docman system

  • Operation of Telephone System

    • Receive and make calls are required, diverting calls and taking messages which should be documented as appropriate

    Ensure that the system is operational at the beginning of each day and switched over to night service at the end of the day

    Receiving queries over the telephone and processing them according to the practice protocol

  • Start and End of Day Procedures

    • In the absence of the Housekeeper, opening of premises at the start of the day,

    In the absence of the Housekeeper, secure the premises at the end of the day, ensure the building is totally secure, internal lights off as necessary, external lights switched on, computers switched off and alarm activated.

    Special Requirements of the Post

    An understanding, acceptance and adherence to the need for strict confidentiality with patients and other members of staff

    An ability to use own judgement, resourcefulness, common sense and local knowledge, to respond to patients enquiries and requests

    Excellent communication skills

    Relevant computer skills for the post

    Person Specification

    Qualifications

    Essential

  • English GCSE Level C or equivalent.
  • A demonstrable commitment to professional development.

    • Desirable

  • Knowledgeable level of Microsoft Office

    • Experience

    Essential

  • Experience of working in a public reception environment.
  • Experience of Microsoft Office software.
  • Experience of dealing with the public and/or patients.

    • Desirable

  • Experience of computerised clinical Emis system.

    • Qualities/Attributes

    Essential

  • An understanding, acceptance and adherence to the need for strict confidentiality.
  • Ability to use own judgment, resourcefulness and common sense.
  • Ability to work without direct supervision and determine own workload priorities.
  • Ability to work as part of an integrated multi-skilled team.
  • Pleasant and articulate
  • Able to work under pressure.
  • Able to work in a changing environment.
  • Able to use own initiative.

    • Desirable

  • Flexibility of working hours/ able to work at the desired times.

    • Knowledge/Skills

    Essential

  • Excellent numeracy skills.
  • Excellent keyboard and computer skills.
  • Excellent communication skills.