Patient Services Advisor inBuckingham inBuckingham PUBLISHED 17 OCT 2024
The Swan Practice rAAP9mXa
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Looking for a new challenge? Join our team at The Swan Practice as a Patient Services Advisor.
Are you passionate about providing excellent care and support? Do you thrive in a dynamic, patient-centred environment? If so, we'd love for you to be part of our Patient Services team.
We are seeking an individual with excellent communication and listening skills who can demonstrate dignity, respect, and empathy in every interaction. It's essential that you are confident in using IT systems to efficiently complete requests and provide the best possible service.
Our surgery operates from 7am to 7pm, Monday to Friday, ensuring that our Patient Services Advisor team is always available to support our patients during these hours.
As a Patient Services Advisor, youll be the welcoming face of our practice and often the first point of contact for patients. The duties are varied, and no two days are ever the same! You'll cover a range of roles within the team, from front desk receptionist to administrator and care navigator. In this role you will have the opportunity to:
- Actively listen to patients and guide them to the right resources, support, and advocacy services.
- Help patients take an active role in managing their health through our care navigation process.
- Use technology to enhance the quality of care we provide.
Job Summary
The role involves providing general support to the practice team while maintaining a positive and friendly image for patients and visitors, whether in person or over the phone. Key responsibilities include assisting and directing patients to the appropriate services or healthcare professionals in a courteous and efficient manner. The position also involves handling various administrative tasks to ensure the smooth operation of the practice and facilitating effective communication between patients, healthcare team members, secondary care providers, and other related healthcare agencies.
Job Responsibilities
The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Patient Service Manager /Team Lead & Supervisors, dependent on current and evolving practice workload and staffing levels:
Care Navigation
- Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
- Navigate patients requests using Klinik Health Systems to ensure all requests are dealt with correctly and in accordance with the patients medical needs.
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Process appointment requests from patients by telephone and in person.
- Deal with visits/requests
- Be familiar with all practice protocols and polices
- Deal with enquiries from patients, arrange appointments and explain practice procedures.
- Direct patients to consulting rooms when necessary and assist patient who require help
- Deal with incoming telephone calls, act accordingly, or take accurate messages and pass on to the relevant personnel
- Enter data into patients electronic NHS Care Record
- Action daily tasks posted on the practice clinical system
- Register new patients on the practice clinical system
- Close records of deceased patients.
- To generate Emis patient online access
- To book voluntary transport
- To book patient hospital transport
- To book emergency ambulance when asked to do so by a clinician
- To be familiar with practice appointment books and systems
- To be familiar with the practice intranet
- To read and respond when necessary to NHS email
- To check any incoming correspondence and action in a timely manner
- To ensure that the waiting areas are kept in a presentable for patients during surgery hours
- To activate booking in kiosks
- To ensure that clinical calling in screen monitors are operating
- Additional administration duties on behalf of the practitioners, Management, Patient Services Line Manager and Team Lead.
- To have an overview of the surgerys website
Premises
- To open and lock the premises and know the correct procedures for securing the premises
- Know how to contact the alarm companies
- Ensure consulting rooms are cleared after each surgery and prepared for the next surgery
- Ensure reception waiting area is kept tidy and safe for patients
- Place the clinician name plate on the door
- To report any necessary Health and Safety issue
- Keeping the reception area, tidy and free from obstructions and clutter
Training
- Undertake training as directed by the Patient Service Manager and Team Lead
- Attend primary healthcare team meetings, reception team meetings, and protected time for learning sessions. (PTL)
- To ensure E-Learning and training is up to date
General responsibilities for all staff
The post holder is expected to;
- Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies.
- Attend mandatory training as identified by the practice
- Highlight potential development areas.
Looking for a new challenge? Join our team at The Swan Practice as a Patient Services Advisor.
Are you passionate about providing excellent care and support? Do you thrive in a dynamic, patient-centred environment? If so, we'd love for you to be part of our Patient Services team.
We are seeking an individual with excellent communication and listening skills who can demonstrate dignity, respect, and empathy in every interaction. It's essential that you are confident in using IT systems to efficiently complete requests and provide the best possible service.
Our surgery operates from 7am to 7pm, Monday to Friday, ensuring that our Patient Services Advisor team is always available to support our patients during these hours.
As a Patient Services Advisor, youll be the welcoming face of our practice and often the first point of contact for patients. The duties are varied, and no two days are ever the same! You'll cover a range of roles within the team, from front desk receptionist to administrator and care navigator. In this role you will have the opportunity to:
- Actively listen to patients and guide them to the right resources, support, and advocacy services.
- Help patients take an active role in managing their health through our care navigation process.
- Use technology to enhance the quality of care we provide.
About us
Job Summary
The role involves providing general support to the practice team while maintaining a positive and friendly image for patients and visitors, whether in person or over the phone. Key responsibilities include assisting and directing patients to the appropriate services or healthcare professionals in a courteous and efficient manner. The position also involves handling various administrative tasks to ensure the smooth operation of the practice and facilitating effective communication between patients, healthcare team members, secondary care providers, and other related healthcare agencies.
Job Responsibilities
The duties and responsibilities to be undertaken by members of the reception team may include any or all of the items in the following list. Duties may be varied from time to time under the direction of the Patient Service Manager /Team Lead & Supervisors, dependent on current and evolving practice workload and staffing levels:
Care Navigation
- Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
- Navigate patients requests using Klinik Health Systems to ensure all requests are dealt with correctly and in accordance with the patients medical needs.
- Initiating contact with and responding to requests from patients, other team member and associated healthcare agencies and providers
- Process appointment requests from patients by telephone and in person.
- Deal with visits/requests
- Be familiar with all practice protocols and polices
- Deal with enquiries from patients, arrange appointments and explain practice procedures.
- Direct patients to consulting rooms when necessary and assist patient who require help
- Deal with incoming telephone calls, act accordingly, or take accurate messages and pass on to the relevant personnel
- Enter data into patients electronic NHS Care Record
- Action daily tasks posted on the practice clinical system
- Register new patients on the practice clinical system
- Close records of deceased patients.
- To generate Emis patient online access
- To book voluntary transport
- To book patient hospital transport
- To book emergency ambulance when asked to do so by a clinician
- To be familiar with practice appointment books and systems
- To be familiar with the practice intranet
- To read and respond when necessary to NHS email
- To check any incoming correspondence and action in a timely manner
- To ensure that the waiting areas are kept in a presentable for patients during surgery hours
- To activate booking in kiosks
- To ensure that clinical calling in screen monitors are operating
- Additional administration duties on behalf of the practitioners, Management, Patient Services Line Manager and Team Lead.
- To have an overview of the surgerys website
Premises
- To open and lock the premises and know the correct procedures for securing the premises
- Know how to contact the alarm companies
- Ensure consulting rooms are cleared after each surgery and prepared for the next surgery
- Ensure reception waiting area is kept tidy and safe for patients
- Place the clinician name plate on the door
- To report any necessary Health and Safety issue
- Keeping the reception area, tidy and free from obstructions and clutter
Training
- Undertake training as directed by the Patient Service Manager and Team Lead
- Attend primary healthcare team meetings, reception team meetings, and protected time for learning sessions. (PTL)
- To ensure E-Learning and training is up to date
General responsibilities for all staff
The post holder is expected to;
- Adhere to practice policies and procedures and relevant legislation including the requirements of any professional bodies.
- Attend mandatory training as identified by the practice
- Highlight potential development areas.
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