Patient Advisor - Gloucester, United Kingdom - Hucclecote Surgery

Description

HUCCLECOTE SURGERY

JOB DESCRIPTION

Job title:
Patient Advisor


Reports to:
Assistant Practice Manager


Hours:


PM:
Monday to Friday: 1.00pm to 6.30pm = 27.5 hours per week
- _________________________________________


Job summary:

To provide front of house customer service to all stakeholders with a positive and professional image at all times. This will include directing patients to the appropriate healthcare professional, booking of appointments and answering queries.

Day to day administration duties to be dealt with effectively and efficiently in line with the practice's policies and protocols.

This role will cover all aspects of reception and back-office administrative work.


Job responsibilities:

The duties and responsibilities to be undertaken by the members of the reception/administration team may include any or all of the items in the following list.

Duties may vary from time to time under the direction of the Practice Manager, dependent on current & evolving workload and staffing levels.

The Practice reserves the right to alter these if deemed necessary:

• Opening up/lockingup of practice premises and maintaining security in accordance with practice protocols.
• Maintaining and monitoring the practice appointments system.
• Processing personal and telephone requests for appointments, visits and telephone consultations and ensuring callers are directed to the appropriate healthcare professional.
• Navigation of patients to the correct healthcare professional.
• Taking messages and passing on information.
• Filing and retrieving paperwork.
• Processing repeat prescriptions in accordance with practice guidelines.
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.
• Actioning administration tasks ensuring tasks are dealt with professionally and in a timely manner.
• Registering new patients ensuring accurate data entry.
• Processing deductions for patients leaving the practice.
• Forwarding clinical correspondence to the correct staff member and ensuring coding is allocated.
• Provision of refreshments for staff and visitors as required; keeping the kitchen area clean and tidy.

Patient Advisor

Jan 2024

HUCCLECOTE SURGERY

JOB DESCRIPTION

• Keeping the reception area, noticeboards and leaflet dispensers tidy and free from obstructions and clutter.
• Undertake training formally or informally as the business dictates.
• Any other tasks that are required from time to time as directed by the management team.

Confidentiality

• In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
• In the performance of the duties outlined in this job description, the postholder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:

The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the practice Health & Safety policy, the practice Health & Safety manual, and the practice Infection Control policy and published procedures


This will include:

• Using personal security systems within the workplace according to practice guidelines.
• Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks.
• Making effective use of training to update knowledge and skills.
• Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards.
• Actively reporting of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general / patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role.
• Undertaking periodic infection control training (minimum annually).
• Reporting potential risks identified.

Equality and diversity:

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of people's rights,