Patient Services Advisor/Receptionist

To work as part of the Patient Services Team/Reception, providing a professional and effective service to the patients of our practice and our clinical teams. We are looking for a friendly, organised and effective individual to join our Patient Services Team as a Part-time member of staff.

Shift pattern: 07.45-15.45 or 10.30-18.30 (Flexible)

Main duties of the job

• To guide patients in the best use of resources within the practice and in the wider NHS, enabling them to access the most effective help for their presenting need.
• To be responsible for undertaking a wide range of patient service and administrative duties which link in and support the multidisciplinary team.
• To act as the central point of contact for patients, 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.
• To be familiar with and abide by the principles and core values that underpin the NHS.
• Dealing with enquiries from patients in person, on the telephone, or using the Practice's online portal.
• Answering the telephone in a polite and courteous manner and assisting the patient in line with practice protocols.
• Greeting patients politely and logging their arrival, ensuring that they are kept informed of any delays.
• Working within the practice online system to process queries by assigning to the appropriate staff member, or by resolving them if appropriate.
• Processing requests for repeat medication in line with procedures.
• Booking nursing appointments, as appropriate and as requested by the patient or by the clinical teams.
• Assisting with requests from potential new patients, advising on how to register, and processing that registration as appropriate.
• Opening practice mail (email, electronic and paper), and distributing/scanning in line with current procedures.
• Dealing with minor complaints in a courteous and compassionate manner, escalating to the Patient Services Team Supervisor if necessary.
• Advise patients of relevant charges for non-NHS Services, accept payment, issue a receipt and log in petty cash book and on EMIS consultation screen.
• Maintaining high standard of tidiness in practice office areas and in the waiting rooms.
• Understanding the need for strict confidentiality at all times.
• Opening and locking up of the surgery.
• Keeping up-to-date with mandatory and additional training and background reading through Bluestream, QCS and other websites, to which you will be directed.
• To participate in other training and development opportunities, including regular Team meetings and an annual appraisal.
• The post-holder may be required to work flexibly at either Witley Surgery, Milford Crossroads Surgery or a future location of the practice.
• Any other duties as directed by the Practice Management or Patient Services Team Supervisor.

Technology

• To work efficiently in all necessary areas of the computer systems.
• To record relevant data, applying relevant coding as required.
• To know how to use EPS and access the prescription tracker.

Person Specification

• Qualifications: Good general standard of education.
• Experience: Practical experience of working with others, experience of working on own initiative, experience of customer service, an understanding of patient confidentiality, experience of working successfully in a General Practice environment, experience and competence working with a GP clinical system.
• Skills and Abilities: High standard of IT skills, well-developed communication skills, both written and verbal, ability to communicate effectively with the full range of the practice population, including those who are vulnerable, have mental health issues and are challenging to speak to, ability to work effectively as part of the practice team, organised and methodical approach to ensure timely task completion, ability to use own initiative within organisational policies.
• Other: Ability to work core hours, flexibility for cover, flexibility of role, enthusiasm and positive attitude.

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.