Job Description

We are delighted to announce two fantastic opportunities for enthusiastic and dedicated individuals to join our welcoming team as

Patient Services Advisors

.

Our practice is a busy, forward-thinking partnership of four GPs, caring for a patient list of approximately 7,000. We are proud of our reputation for delivering outstanding patient care, consistently achieving high QOF results. As a

SystmOne practice

, we provide a wide range of enhanced services and play an active role within the North Blaby PCN.

What We're Looking For

We are seeking highly motivated team members who bring energy, positivity, and excellent communication skills. The ideal candidates will have:

Experience in customer service and administrative environments The ability to work proactively and adapt in a fast-paced setting Compassion, discretion, and professionalism when supporting patients Confidence working independently while also thriving as part of a collaborative team

Skills & Experience

Strong IT skills with proficiency in Microsoft Office applications Previous experience using

SystmOne

is desirable, though full training will be provided

The Role

Two positions available: 31.5 hours and 36.5 hours per week Flexibility required to provide cover during staff absences Competitive remuneration aligned with experience Access to the

NHS Pension Scheme

Job Summary:

To welcome patients with first class customer service that is efficient, courteous and prompt

Assist patients with general enquiries and providing them with relevant information

Carry out all relevant administration tasks accurately

To be aware of confidentiality at all times; ensuring only the relevant and correct information is given to patients and outside agencies such as secondary care, police and carers etc.

To be competent with using the clinical system Systmone and other computer software systems ensuring the data protection act is not breach

Key Duties:

Book / cancel / rearrange appointments following practice protocol and inform patients of any essential information relating to that appointment

Answer the 'phone in a timely manner, dealing with requests for appointments, results etc., or diverting the call to another appropriate member of the team

Active signposting and care navigation - directing patients to the most appropriate clinician/service

Check tasks daily

Maintain a clean and tidy waiting areas within the practice

Prescription processing - issuing requests for repeat prescriptions, checking review dates of medication and action accordingly e.g. send letter/SMS/'phone patient

To send letters to patients as necessary

Record requests for home visits appropriately

Receive, action, maintain and send electronic messages in the form of patient tasks / correspondence appropriately

Filing patient records and correspondence when necessary

Ensure only accurate and factual information is recorded in patients' medical records

Recognise a medical emergency and act up on it according to the protocol set out by the practice

Ensure urgent lab results conveyed to on call doctor the same day

Registering and deducting patients following the Registration / Deduction Protocol

Read coding

Summarising

Maintenance of practice website

Opening, sorting and date stamping all post, scanning on appropriate letters to patient records

PCSE ordering

Complete referrals via the E-referral service

Assist GP's with letters for patients / outside agencies

Process and monitor patient requests for letters and request from insurance companies / solicitors etc. in line with data protection

Process insurance claims forms, disability forms etc. that are passed on from the doctor

Manage patient queries for online access

Filing and photocopying of notes and other information (this includes: ensuring enough forms are printed or photocopied: consent forms, patient registrations, prescription request forms, change of details etc.).

Ensure appropriate notification of practice closures is displayed in the patient waiting area

Maintaining the stationary at the practice for example, paper, envelopes, pens, prescriptions etc.

Assist the practice manager with QOF activity and monitoring

Assistant the practice manager with monitoring screening services for bowel, breast and cervical cytology

Attend practice meetings on a monthly basis or when necessary

Attend any appropriate training at the practice or elsewhere

Cover other members of staff for holidays, sick leave and courses etc.

Opening up/locking up of practice premises and maintaining security in accordance with practice protocols

The above list of duties is not exhaustive and may be subject to change as deemed necessary.

General duties of all staff:

To work with other members of staff to develop the services we offer and improve quality where possible

To assist in establishing, developing and maintaining protocols

Any other reasonable duties delegated by the practice manager / GP's

To have a thorough knowledge of all practice policies and procedures.

Confidentiality:

In the course of seeking treatment patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlines in the the post- holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

Health & Safety:

The post holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the practice Health & Safety Policy, to include:

Using personal security systems within the workplace according to the practice guidelines

Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks

Making effective use of training to update knowledge and skills

Using appropriate infection control procedures, maintaining work areas in a tidy and safe way free from hazards

Reporting potential risks identified

Equality and Diversity:

The post holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

Acting in a way that recognizes the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies and current legislation

Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues

Behaving in a manner which is welcoming to and of the individual, is non-judgemental and respects circumstances, feelings priorities and rights.

Personal / Professional Development:

The post holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual/bi-annual individual appraisal, including taking responsibility for maintaining own record of own personal and/or professional development

Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertraining similar work

Quality:

The post holder will strive to maintain quality within the practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for own actions, either directly or under supervision

Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance

Work effectively with individuals in other agencies to meet patient's needs

Effectively manage own time, workload and resources

Communication:

The post holder should recognize the importance of effective communication within the team and will strive to:

Communicate effectively with other team members

Communicate effectively with patients and carers

Recognise people's needs for alternative methods of communication and respond accordingly

Contribution to the implementation of services:

The post holder will:

Apply practice policies, standards and guidance

Discuss with other members of the team how policies, standards and guidelines will affect own work

Participate in audit where appropriate

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Expected hours: 31.5 - 36.5 per week

Benefits:

On-site parking
Work Location: In person