Patient Advisor - General Practice

Job responsibilities

The following are the core responsibilities of the Patient Advisor. On occasions there may be a requirement to carry out other tasks which are listed below under Secondary responsibilities. This will be dependent on factors such as workload and staffing levels:

• To meet and greet patients and visitors to the practice and deal with face to face requests for appointments and follow up appointments.
• To effectively signpost patients to the appropriate healthcare professional or service in line with the Care Navigation SOP.
• To process all outgoing calls and texts to patients.
• Check ID for new patient registrations or Patients requesting or collecting documentation from the surgery.
• Take payment for private services and provide appropriate receipt to confirm payment.
• Answer incoming phone calls, transferring calls or dealing with the callers requests appropriately.
• Process patient requests for appointments and telephone calls and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition.
• Initiate contact with and respond to requests from patients, team members and external agencies by phone, email and text.
• Data entry of temporary registrations and relevant patient information as required.
• Input data into the patients healthcare records as necessary.
• Manage all queries as necessary in an efficient manner.
• Maintain a clean, tidy, effective working area at all times.
• Support all clinical staff with general tasks as requested - appropriate to role.
• Undertake all mandatory training and induction programmes.
• Attend a formal appraisal on an annual basis and participate in interim reviews to ensure objectives are achieved and relevant training is undertaken.
• Contribute to public health campaigns, e.g. flu clinics, through advice or direct care.

In addition to the primary responsibilities, the Patient Advisor may be requested to:

• Participate in practice audit as directed by the audit lead.
• Support Care Navigation staff, providing cover during staff absences.
• Action incoming emails, tasks, texts when necessary.
• Complete opening and closing procedures in accordance with the duty rota.

Person Specification

Experience

Essential

• Experience of working with the general public.

Desirable

• Experience of working in a health care setting.

Other Requirements

Essential

• Flexibility to work outside of core office hours.
• Disclosure Barring Service check.

Personal Qualities

Essential

• Polite and confident.
• Flexible and cooperative.
• Motivated.
• Forward thinker.
• High levels of integrity and loyalty.
• Sensitive and empathetic in distressing situations.
• Ability to work under pressure.

Skills

Essential

• Excellent communication skills, particularly telephone.
• Strong IT skills.
• Clear, polite telephone manner.
• Competent in the use of Office and Outlook.
• Effective time management, Planning & Organising.
• Ability to work as a team member and autonomously.
• Good interpersonal skills.
• Problem solving & analytical skills.
• Ability to follow policy and procedure.

Desirable

• EMIS user skills.

Qualifications

Essential

• Educated to GCSE level or equivalent.

Desirable

• GCSE Mathematics & English Grade C or above.
• Medical Terminology.
• Customer Service qualification.

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.

Employer details

Employer name

Taurus Healthcare Limited

Address

Ryeland Surgery

Westfield Walk

Leominster

Herefordshire

HR6 8HD

Employer's website

https://www.herefordshiregeneralpractice.co.uk (Opens in a new tab)