Patient Services Advisor in Exeter

Are you ready to be a part of something extraordinary? We are seeking enthusiastic and talented individuals to join our exceptional team. At our company, we believe that greatness is achieved through building and maintaining close relationships with the community and supporting people where they need it the most. If you're looking for a stimulating work environment where your skills are valued and your potential is nurtured, then look no further!

The purpose of this role is to be a trusted, caring and informative person to/for our patients when they require access to our services or support. In doing this you'll be the main point of contact between Doctors, Patients and other medical colleagues. You'll also provide support services to all members of the Practice team across our two sites, including a range of administrative tasks relating to care, record keeping and communication.

Main duties of the job

• To provide a caring, informative and professional service to patients and others with regard to appointments, queries and other information, supporting the all-round care that patients receive at our surgeries.
• The role is a key team member in the surgery and includes providing administrative support to GPs and others when required.
• We are a small team with a big remit, so we consider teamwork a core part of our job role. We support each other and our patients.

About us

We are an organisation of about 25 people working in two surgeries, one in Southernhay, in the centre of Exeter, and the other in Whipton, less than two miles to the east. Our surgeries provide a range of healthcare to two communities totalling around 8000 patients. We are lucky to have a team of 6 dedicated, friendly doctors, working at the heart of our practice. The Patient Services Advisor Team is at the heart of the practice, you will play a key role in supporting our patient population and work closely with all members of the practice including our team of nurses and other healthcare professionals. You will also liaise and build relationships with colleagues in our neighbouring surgeries and the wider community.

Job responsibilities

• To provide a caring, informative and professional service to patients and others with regard to appointments, queries and other information, supporting the all-round care that patients receive at our surgeries.
• Key tasks include:
• Booking patient appointments with GPs or other Health Professionals using the practice appointments system and in accordance with practice guidelines.
• Explaining practice arrangements to new patients who register with the practice both on a permanent or temporary basis.
• Responding to all queries and requests for assistance from patients and other visitors.
• Entering requests for home visits onto Visit screen, detailing all relevant information and inform the Duty Doctor where necessary.
• Advise patients of appropriate charges for Non-NHS Services, accept payment and issue receipts.
• To receive incoming and initiate outgoing communications in order to facilitate timely and appropriate exchanges with others, taking messages and dealing with enquiries.
• The role is a key team member in the surgery and includes providing administrative support to GPs and others when required, such as:
• Accepting and actioning messages for Clinicians, using the SystmOne Task System as appropriate.
• Youll be trusted and empowered to support the surgery running by providing administrative support, such as:
• Ensure accurate data is recorded on the patients computer records and that paper notes are kept in chronological order as per protocol.
• Deal with incoming and outgoing patient medical records in a timely manner, contacting the relevant organisations for urgent or missing items.
• The role supports with the smooth every day running of the office including:
• Proactively maintaining stock levels in our consulting rooms.
• By opening, distributing and dispatch mail.
• Scan and process documents in accordance with practice protocols.

Person Specification

• Experience
• Previous experience in a role where many tasks require accurate completion in a short space of time.
• Previous experience in a patient/customer-facing environment.
• Previous experience of working in a similar role.
• Knowledge of Primary Care & the role of GPs
• Qualifications
• GCSE or equivalent in English.
• Healthcare-related Qualification.
• Customer Services Qualification.
• Skills & Qualities
• Organisational Skills, to prioritise competing priorities, meet deadlines and uphold surgery standards.
• Attention to detail.
• Ability to handle challenging situations in a calm, confident and polite manner.
• A great range of communication skills to support diverse groups of people from the community, the team and other organisations, in a way to fit to the contact and individual.
• Owns it: You take responsibility for your role, supporting the team and our patients. This means that youre resourceful, inquisitive and have good judgement.
• Personal Integrity: Youre honest, kind, compassionate & fair with patients and colleagues alike. This comes through in challenging situations.
• Team/community Orientated: You are motivated by and orientated to team success and positively impacting on others. Unselfish, supportive and adaptive.
• Friendly: your personal and professional default is friendly. This comes through when you are calm under pressure.
• Genuine: an interest in the work and our purpose, supporting the health of our community and the running of our organisation.
• Ability to deal with all matters confidentially and an understanding of GDPR and its application in a healthcare setting.
• Disclosure Barring Service (DBS) check.
• Occupational Health clearance.

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.