Patient Services Advisor (Receptionist) Warwick House, Taunton

Symphony Healthcare Services has an excellent opportunity for a Patient Services Advisor to join our friendly, supportive team at Warwick House Medical Centre in Taunton, Somerset. We are looking for an enthusiastic, proactive individual with a willingness to learn. This is a fantastic chance to be part of a patient-focused organisation, committed to providing high-quality care to the local community.

The ideal candidate will be:

• Confident using a computer and working in a patient-facing role
• Friendly and approachable, with strong communication skills
• Proactive and able to work well as part of a team
• willing to learn and adaptable to a dynamic healthcare environment

The vacant position is a permanent contract of 26 hours per week and the working pattern (days and hours) will be discussed at interview stage. Please note: the successful candidate will be required to be flexible to assist with additional cover for sickness and annual leave on an ad hoc basis. Please be aware that Warwick House is open from 08:00 until 18:30 Monday to Friday. The hourly rate of pay is between £12.65 and £12.95 - and starting salaries will be offered based on previous experience. You will also have the option to join the NHS pension, plus access to many other employee benefits.

Main duties of the job include:

• Greeting and directing patients
• Effective use of the appointment system
• Booking appointments for patients
• Processing information, and assisting patients and colleagues as required
• Acting as the central point of contact for patients, supporting the distribution of information, messages, and enquiries for the clinical team
• Liaising with multidisciplinary team members and external agencies such as secondary care and community service providers
• Providing courteous, calm and effective communication skills both over the phone and face-to-face in a fast-paced health centre
• Managing administration and reception duties for the health centre, which will include assisting and directing patients in accessing the appropriate services or healthcare professional and undertaking a variety of administrative duties, in accordance with agreed procedures, protocols and timescales
• Working accurately and prioritising your own workload effectively, while working as part of a team, while also meeting competing deadlines
• Confidently and proactively alerting management / clinical staff to issues of quality, risk and safeguarding, as part of your daily role

Knowledge of the NHS / General Practice / Primary Care would be desirable, but not essential.

Job responsibilities include:

• Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings
• Search for, register if necessary and book onto the computer system patients as they present at the desk
• Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues
• Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone
• Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone and direct them to the correct clinical intervention/appointment

Person Specification:

Knowledge and skills:

• Computer literate and good keyboard skills
• Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
• Excellent organisational skills
• Strong attention to detail and the ability to transfer accurate information
• Work well under pressure
• Use own initiative within clear boundaries, seeking advice when necessary
• Demonstrate enthusiasm and a strong sense of teamwork
• Ability to complete tasks to a high standard with frequent interruptions
• Knowledge of medical terminology
• Knowledge of the NHS/General Practice

Qualifications:

• English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3)

Experience:

• Experience of working within a team
• Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures
• Experience of working in a customer-focused environment
• Experience of working within an administration team
• Experience of working in the NHS or similar health care setting
• Awareness of clinical systems such as EMIS

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. Symphony welcomes applications from people of all backgrounds and underrepresented groups. When undertaking recruitment and selection for our services, Symphony are committed to equality of opportunity for all.