Patient Services AdvisorinElyinElyPUBLISHED WED 8 JAN 2025

We are now looking for a Patient Services Advisor to provide support to our patients to ensure their healthcare needs are met and to our staff to ensure that, together, we offer an outstanding healthcare experience to every patient. Your role has three main aims:

• To facilitate patient access to the appropriate primary care service or healthcare professional
• Ensure effective communication between patients, practice staff, both clinical and non-clinical, as well as wider members of primary and secondary care, and associated healthcare agencies
• Provide wide-ranging administrative support to enable the smooth running of the Practice.

By its nature this is a varied role, whose priorities of the day can vary tremendously. You should be enthusiastic, adaptable, and solutions-minded, with a strong natural aptitude for technology, and credible experience in patient support or customer service roles. Primary healthcare is broad, complex, and ever-changing, so there are endless opportunities to learn. This is a great role for you if you love learning new things tools, technologies, processes and you thrive off being kept on your toes to adapt as things change, while contributing to a bigger picture.

• Deal with a wide range of patient enquiries by telephone, face-to-face, and online through our remote consultation platform, AskMyGP

• Build and maintain a solid grasp of the key pathways to care and the processes required to ensure patients get the care they need

• Communicate proactively with colleagues across the practice

• Be familiar with the clinical rota on each day, including where clinicians are working, so that you can advise patients accordingly

• Complete new and temporary registrations

• Communicate normal test results to patients, and manage any follow up queries

• Act as first point of contact for the organisation, both internally and externally, and signpost effectively

• Record patient communications accurately and succinctly on relevant patient systems

About us

Your responsibilities

Patient enquiries

• Deal with a wide range of patient enquiries by telephone, face-to-face, and online through our remote consultation platform, AskMyGP, ensuring that patients are directed to the most appropriate healthcare professional in a timely manner.

• Build and maintain a solid grasp of the key pathways to care and the processes required to ensure patients get the care they need.

• Communicate proactively with colleagues across the practice to ensure that you and staff are aware of any protocol changes or patient updates, and that patients are always given the most up to date guidance and advice.

• Be familiar with the clinical rota on each day, including where clinicians are working, so that you can advise patients accordingly.

• Complete new and temporary registrations, explaining practice procedures to patients and ensuring all necessary forms are completed and stored promptly.

• Communicate normal test results to patients, and manage any follow up queries.

• Act as first point of contact for the organisation, both internally and externally, and signpost effectively.

• Record patient communications accurately and succinctly on relevant patient systems, processing and recording information in accordance with practice procedures.

Administration

• Open incoming post, and scan and assign letters from hospitals and outside agencies to the correct notes and Doctors

• Monitor and action individual/team tasks, working collaboratively as a team to ensure tasks are dealt with in a timely manner.

• Provide general administrative support to Practice staff as requested.

Practice support

• Open and lock up the practice premises and maintain security according to the Practice policy.

• Transfer telephone system to the out of hours service and back to the Practice according to Practice policy and requirements.

• Ensure the non-clinical workspace is kept tidy and organised.

• You may be required to travel and work at various locations including all of the organisation's sites as determined by the needs of the organisation.

You should have or be:

• Service-minded, driven to help others and make the patient experience as straightforward as possible.
• Confident talking to patients from diverse backgrounds with diverse needs, with demonstrable experience of guiding patients through challenging conversations to a successful conclusion.
• A diplomatic communicator and skilled listener, effective at representing the organisation professionally, and managing expectations of both colleagues and patients.
• Adaptable, responsive, and learning-minded in a fast-paced and rapidly changing environment.
• Organised and methodical in your approach to ensuring that tasks and processes are completed on time.
• Adept at managing complexity and uncertainty in real time with patients.
• Pro-active in spotting issues or gaps in information or process, and finding pragmatic solutions to problems.
• Competent in, and keen to learn, the use of technology and software, including online tools, to facilitate more collaborative, effective working and deliver better patient experience.

It would be an advantage if you also:

• Have experience working in Primary Care