Patient Services Reception Advisor in Melton Mowbray

Do you have a passion for patient care? Are you professional and willing to go that extra step? Can you communicate effectively by telephone, face to face and in writing? Are you organised by nature? Are you looking for a challenging but rewarding role? We are looking for a highly motivated, energetic, and enthusiastic team member with excellent communication skills. Your ability to be proactive and experience of working in a customer care and administrative environment will deliver constantly improving levels of service.

When dealing with the public, you must be compassionate and discreet; with initiative to work effectively alone and efficiently as part of a team in a very busy, pressurised environment. You must have excellent IT skills and be a competent user of Word. Importantly, excellent communication and telephone skills coupled with previous reception and administrative skills and experience are essential along with an ability to prioritise and multitask. Experience of working with SystmOne (our GP clinical system) is desirable, however full training will be provided to the ideal candidates.

Primary Care, within which General Practice sits, is evolving all the time and you must be able to demonstrate a commitment to cover all the multi-facet roles undertaken within a dedicated team, across both sites.

Working as part of a team to support the work of doctors and clinicians, the post-holder is responsible for:

• Receiving, assisting and directing patients in accessing appropriate services or healthcare in a professional, courteous, efficient and effective manner.
• Management and operation of the assigned Reception or Sub Reception area at any of the Practices sites.
• Being an important point of contact for patients and a focal point of communication between patients, doctors and other medical staff.

In proactively managing an allocated reception desk and suite, the post-holder's role will include:

• Meeting and greeting patients in a calm and professional manner and directing patients to the appropriate waiting areas.
• Booking and rescheduling appointments and informing patients of booked, cancelled or rescheduled appointments.
• Liaising with doctors and/or clinicians prior to booking patients' appointments and telephone calls.
• Actively managing doctors' phone lists to reduce the impact of unnecessary burdens.
• Receiving, making and diverting telephone calls and taking messages.
• Dealing with queries, problems, complaints and registering new patients in accordance with the Practices protocols, policies and procedures.
• Co-ordinating administrative procedures, supporting medical examinations and, when required, being a chaperone.
• Dealing confidentially, efficiently and politely with enquiries arising from patients, or from other health professionals in respect of patients, both in person and on the telephone, particularly enquiries regarding test results.
• Managing and checking patients' urine specimens, height, weight and visual acuity and entering the results on the computer.
• Issuing forms and taking payments when applicable.
• Preparing, checking and tidying consultation rooms, treatment rooms and reception areas.
• Ensuring the efficiency of the appointment system and monitoring flow of patients into consulting and treatment rooms.
• Explaining Practice arrangements and formal requirements to new patients and those seeking temporary cover.
• Advising patients of the relevant charges for non-paid for services, taking payment and issuing receipts.
• Recording home visits on clinical system including all relevant information and where necessary referring to the Duty Doctor.
• Ensuring that requests for prescriptions are actioned in accordance with the Practices policies and procedures.
• Actioning and recording requests for other services including ambulance transportation and interpreters.

Ensuring total familiarity with the appointment system including regular and incidental variations. Booking appointments, single point of access requests and recalls; and ensuring sufficient information is recorded to retrieve medical records. Monitoring the effectiveness of the system and reporting any problems or variations required.

Filtering incoming online AccuRx requests, completing GP responses from the triaging GP, completing AccuRx online administration requests, liaising with the triaging GP.

Updating the computer with relevant information, updating the self-check-in system when required, updating White Boards on a daily basis, filing/checking notes/pulling notes when required, sorting post, scanning and attaching documents to patient records. At the end of the evening surgery:

• Checking and locking rooms.
• Securing the building at the end of the day.
• Ensuring the car park is empty and locking gates.

Experience:

• At least 2 years recent experience in a similar role, either paid or unpaid, within either a healthcare, social care, or other patient/customer focused environment.
• Experience of working with IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.
• Evidence of having achieved personal and departmental objectives within the workplace.
• Experience of proactively and effectively managing phone calls/lists and requests from patients.
• Experience of working with GP clinical systems such as SystmOne, Electronic Prescription Service.
• Experience of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.

• Commitment to continuing professional development of self and others.
• Able to maintain the consistent delivery of high-quality services.
• Satisfactory completion of an enhanced check through the Vetting and Barring Service.
• Legal Right to work in the UK.
• Hep B/MMR - vaccinated or willing to be vaccinated.
• A commitment to anti-discriminatory practices in employment, training and service delivery.
• An understanding of Health and Safety responsibilities.
• Flexibility in working hours.

• Extensive knowledge of IT programs and software such as Microsoft Office, Excel, Word, PowerPoint, Outlook and the internet.
• Able to establish, maintain and develop effective communications across the Practice and with external organisations.
• High level literacy and numeracy skills with a passion for detail and accuracy.
• Discretion in the handling of sensitive and confidential information.
• Excellent interpersonal skills, able to build professional and personal credibility to gain the support of colleagues and external organisations.
• Excellent oral and written communication skills; able to engage effectively with a wide range of audiences.
• Excellent time management skills, capable of prioritising and managing competing demands and workloads.
• A good level of knowledge and understanding of the primary care sector and the healthcare sector.
• Extensive knowledge of working with GP clinical systems such as SystmOne, Electronic Prescription Service.
• A good level of knowledge and understanding in respect of handling and dealing with specimens in accordance with Infection Prevention Control policies and procedures.
• A good level of knowledge and understanding of medical terminology.

• Reliable, dependable and maintain confidentiality.
• Calm, well organised and methodical.
• Demonstrates initiative, flexible, able to prioritise and meet deadlines.
• Team worker and team player yet able to work by oneself.

• At least 5 passes at GCSE Level, or equivalent, and/or a proven level of qualification acquired by experience in a similar role either paid or unpaid.
• An up-to-date Fire Marshal or Fire Warden Training Certificate, or a willingness to undertake such training and maintain such certification.
• An up-to-date Basic Life Support Certificate or a willingness to undertake such training and maintain such certification.

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 to check for any previous criminal convictions.