Patient Services Advisor - Warwick House Medical Centre in Taunton

Symphony Healthcare Services are looking for a Patient Services Advisor to join the team at Warwick House Medical Centre, Taunton. You will be required to provide administration and reception duties for the practice, dealing with patients, clinical staff and colleagues in an efficient and polite manner. You will also be required to receive, assist and direct patients in accessing the appropriate service or healthcare professional and undertake a variety of administrative duties to assist in the smooth running of the practice in accordance with agreed procedures, protocols and timescales. This role is a part time permanent contract of 15 hours per week. The pay range is £12.71 - £12.95 depending on experience.

Main duties of the job:

• 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 in and direct them to the correct clinical intervention/appointment.
• Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required.
• Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition.

About us:

Established in 2016, Symphony Healthcare Services (Symphony) provides NHS primary care provision across 21 sites within Somerset, linked to 14 general practice contracts. The organisation cares for approximately 132,000 patients and employs around 600 staff. Symphony is a subsidiary of Somerset NHS Foundation Trust and manages its services through the support of a central team (including HR, finance, corporate and operational governance). Providing NHS services is at the heart of what we do. Specifically, our vision is to be at the forefront of sustainable, high quality general practice, collaborating with our communities to improve experiences and health outcomes. We work closely with our practice teams to grow, enhance, and transform our services for the benefit of patients and staff. Symphony welcomes applications from people of all backgrounds and underrepresented groups. When undertaking recruitment and selection for our services, Symphony is committed to equality opportunity for all. Symphony offers an NHS or NEST Pension, a fantastic range of employee benefits and salary sacrifice schemes, along with flexible working from day of employment and an agile approach to hybrid working (where applicable).

Job responsibilities:

• Follow up hospital appointments, test results etc. and act upon messages on the system from the medical team.
• Processing patient referrals and summarising consultation notes.
• Record visit requests and alert duty doctor according to practice policy.
• Receive urgent results as they come in from the pathology department at the hospital.
• Liaise with GP and contact patients with information.
• Handle specimen samples from patients appropriately.
• Open up/lock Practice premises and maintain security in accordance with Practice protocols.
• Ensure telephone system has been transferred correctly to out of hours message.
• General daily administration tasks such as scanning, filing, retrieving paperwork, photocopying and faxing.
• Deal with and respond to post and general emails in a timely manner and email urgent requests to hospital.
• To initially handle patient complaints by providing relevant information and by informing the Practice Manager as to the nature of any complaints, including informally made complaints.
• Carry out inputting and alterations to computer records, including but not limited to change of addresses, message books and any other admin tasks as they arrive.
• Complete new patient registration process as requested and with appropriate training.
• Acting as a chaperone (once relevant training has been completed) at practice.
• Assist in contacting patients who fall into the various Target areas as requested.
• Advise patients of relevant charges for private services and accept payments/issue receipts.
• Clear and re‑stock consulting rooms if required (including stationary and prescription paperwork).
• Keep all areas of the building, noticeboards and leaflet dispensers tidy.
• Attend ancillary and other staff meetings and training courses as required.
• Participate in an annual appraisal.
• To assist with the provision of cover for colleagues absences (leave and sickness absences).
• To assist/support with the induction and training of new staff as directed by the Practice Manager or Lead.
• Offer general support to the practice and project a positive and friendly image to patients and other visitors.
• To assist with any other duties that may be required to ensure the smooth running of the practice.
• Liaise with patients and pharmacies regarding prescription queries and requests as required.

Person Specification:

• 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 focussed 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.

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

• 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.
• 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 within frequent interruptions.
• Knowledge of medical terminology.
• Knowledge of the NHS/General Practice.

• Ability to demonstrate empathy, sensitivity and compassion to the needs of the service users and carers.
• Flexibility and willingness to support all teams within the practice.
• Ability to listen accurately and respond appropriately.
• Willingness to work flexibly (potentially across multiple sites).
• Good understanding of the importance of confidentiality.

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.