Patient Services Advisor in Crawley inCrawley PUBLISHED FRI 10 JAN 2025 Jump to job information section

As Patient Services Adviser you will be the first contact a patient has when contracting the surgery.

Queries will be received in person, online and on the telephone.

There are a number of administrative tasks involved with this job but it is primarily a patient facing role.

We have exciting opportunities to join our Patient Services team in our very busy Saxonbrook Medical Practices. The Practice is made of two surgeries proving care to 20,000 patients on our list. This is an extremely busy practice and we are looking for people with a great work ethic to join our hard working team. The ideal candidate will be strong a team player, this role requires a lot of support from the team around you to ensure that the day runs smoothly. Organisation is also key. The candidate must have knowledge of GDPR and understand the importance and legalities of patient confidentiality. IT skills are essential for this role, experience of using SystmOne is desirable but not essential. Experience of telephone work is essential. Full training will be given. The ability to work under pressure in a fast paced environment whilst maintaining a high level attention to detail is also key.

We are recruiting or two full time positions.

Working hours are usually between 07.45-18.30, however we do offer extended hours so some cover will be required on some days between 06.45 and 20.30. You will also be required to cover some Saturdays.

If you do not hear from us this means your application has not been successful on this occasion. Please do not call the surgery regarding this vacancy as this delays us answering our patients.

About us

JOB DESCRIPTION

JOB TITLE- Patient Services Advisor

ACCOUNTABLE TO-Patient Services Manager

JOB SUMMARY-

Reporting to the Patient Services Manager and Patient Services Supervisors. Assisting in the smooth, day-to-day operation of the reception department. This role includes general reception work such as answering the telephone and dealing with patients face to face, as well as administrative duties.

DUTIES

Reporting directly to the Patient Services Supervisors but remain accountable to the Patient Services Manager

Deal with patient queries both over the phone and face to face, maintaining a courteous, efficient and professional reception service

Deal with patient queries via all other platforms such as the website within the required time frame

Ensuring the call queue and wait time is kept to a minimum at all times

Competently using system1 to book appointments with all clinicians within the agreed guidelines

Service the repeat prescription requests from patients via all channels within a 48 hour time frame

Ensuring general enquiries and requests received via the website are dealt with within 48 hours

Some letter reading may be required in order to ensure the letter/request has sufficient information for the request to be actioned

General administrative duties such as photocopying and scanning

Ensure the appearance of the reception area, waiting rooms, consulting rooms and office is maintained in terms of tidiness and organisation

Ensuring Notice boards kept presentable and up to date.

Ensuring clear and informative messages are taken for members of the management team and passed on in a clear and timely manner

Ensure that any relevant/important information is handed over to the rest of the team via Microsoft Teams

Maintain the reception emails and personal emails. Responding in a timely manner

Data input and scanning of urgent documents

Ensure agreed office protocols and standard operating procedures are implemented for all tasks

Ensure opening and closing procedures are followed correctly and the check list is signed

Cash handling being responsible for the taking and counting of money including filling out the relevant paperwork correctly

Ensuring tasks and doc inbox both personal and for the reception group are cleared in a timely manner

Maintain good relationships and communication with all practice staff including the management team, clinical and administration teams

Ensuring GDPR is adhered to at all times

Maintain health and safety of all staff, patients and visitors

Complete Mandatory training when required and in a timely manner

Assisting with training and mentoring of new starters

There may be some times when you are asked to cover additional hours due to annual leave and sickness

Urine Dips

Following the prescription paper protocol. Signing in and out of prescription paper correctly. Ensuring the cabinet is locked

Completing allocated jobs and show a willingness to learn new skills in line with the PSA competencies scoring

Maintaining a flexible and positive approach to work

Supporting the Patient Services Supervisors and HR Manager with changes within the department and the surgery showing a positive attitude toward them

Having open and honest communication within the team

Abiding by Practice Policies

Play a key role in the success of the Practice with the CQC inspection

Ensure QOF indicators (alerts) are dealt with opportunistically, playing a part in the success of the practice within its annual QOF targets