Patient Services AdvisorinThornton-cleveleysinThornton-cleveleysPUBLISHED FRI 18 OCT 2024

The Village Practice, Thornton-Cleveleys are looking for a Patient Service Advisor. This is a permanent role.

The post holder will help to ensure that the reception area of the Practice runs smoothly and provide a high level of service to patients, doctors, nurses and other members of the Practice team. They will greet patients and visitors in an efficient and courteous manner and provide an effective and polite telephone enquiry service.

We are a busy practice therefore require someone who can work well under pressure. The ideal candidate will have excellent customer skills, be computer literate and flexible.

Situated in the village of Thornton-Cleveleys, five miles to the north of Blackpool, The Village Practice is a patient centred two partner teaching and research practice. The multi-disciplinary team is made up of Partners, Locum and salaried GPs, Advanced Nurse Practitioners, Practice Nurses, Nursing Associates and Health Care Assistants who are supported by administrative support. The Practices list size is 8,700.

We are a teaching practice and as such have regular turnover of medical students, junior doctors and GP registrars.

The Practice will request a DBS (CRB) for this role as it involves regulated activities. The Practice is compliant with the Disclosure and Barring Service Codes of practice and the Rehabilitation of offenders act.

About us

Job Purpose:

To ensure that the reception area of the Practice runs smoothly whilst providing a high level of service to patients, doctors, nurses and other members of the Practice team. The role involves greeting patients and visitors in an efficient and courteous manner whilst providing an effective and polite telephone enquiry service by proactively communicating information between relevant patients, doctors and professionals

Duties and Responsibilities

Reception and Telephone Duties

Taking requests for prescriptions

Sorting and routing of external/Internal mail

Greet and direct patients and visitors. Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed

Book in patients and visitors in line with practice appointments and visitors procedures.

Respond and/or redirect all patient and visitor requests accordingly.

Dealing with daily practice notes as per protocol giving out patient test results

Booking, amending and cancelling patient appointments.

Deal with patients requests for ambulance bookings following given protocol

Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, ensure procedures are completed

Ensure that reception and waiting areas are kept neat and tidy

Answering incoming telephone calls, ensuring calls are documented and redirected accordingly, ensuring that all incoming calls are answered within four rings with no calls placed on hold without fist establishing the urgency of the call

Triage all patient requests for appointments according to the information given by the caller so they are seen by the most appropriate person, following written guidelines & protocols.

Triage requests for home visits according to protocol making certain that all relevant information is recorded

Carry out general administrative duties including photocopying, sending faxes and the scanning of letters as a key area of work that needs to be kept constantly up to date

Retrieve and re-file records as requested, ensuring that strict alphabetical order is adhered to

Tag medical records

Oversee waiting rooms and consulting rooms to ensure they are kept tidy and stocked appropriately

Advise patients of the relevant charges for private services and accept payment

Carry out general administrative duties including photocopying, sending faxes and the scanning of letters as a key area of work that needs to be kept constantly up to date.

Retrieve and re-file records as requested, ensuring that strict alphabetical order is adhered to.

Ensure outstanding queries are explained and handed over to next shift, as necessary

Ensure fax machine is operating correctly and prior to close of Practice in the evenings/weekends adequate paper supply in place.

Ensure answering machine service for out of hours information is directed appropriately switched to answer machine at close of practice and back to surgery each morning.

Ensure up-to-date maintenance of both computerised and manual filing systems (i.e. patient notes).

Print cyber lab forms as per protocol

Major Duties & Responsibilities of the post of Repeat Prescription Clerk

Receive patients requests for authorised repeat prescriptions whether in writing, via the telephone or verbally

With the exception of controlled drugs, prepare computerised prescriptions for a doctors signature

Ensure that the details of the issue of all repeat prescriptions are entered on the computer

Where the information received is either incorrect or insufficient, ensure that the request for a prescription is referred if the appropriate doctor for action

Provide a point of contact for patients with enquires relating to repeat prescriptions and ensure follow-up action if the enquiry cannot be resolved immediately

Ensure that problems and queries regarding repeat prescriptions are brought to the attention of the appropriate doctor and that follow-up action is taken to resolve such matters

Make regular checks on prescriptions ready for issue and bring to the attention of the appropriate doctor any that are not collected

Nomad prescription requests

Requests for new/amendments to patients oxygen supplies

General

Relief Management staff rotas in line with practice policy

Maintain Intradoc practice policies and documents ensuring all are kept updated on time in respect of reception tasks

Input and extract information from Practice computer system

This job description is not exhaustive and may be adjusted periodically after review and consultation. You will also be expected to carry out any reasonable duties which may be requested from time-to-time.

Work safely at all times in accordance with Legislative requirements and Practice Policy and Procedures.

Any other reasonable duties as necessary