Receptionist Patient Advisor

We are looking for a confident individual thatcan join our supportive and forward-thinking practice. The job role involves workingon our busy reception and working on our busy phone lines.

The job role is very patient focused where projectinga positive and friendly image to patients and other visitors is at the heart ofthe practice. We expect a high level of care and pride to be shown in our chosen candidates work ethic.

The receptionist patient advisor will be thefirst point of contact for patients either attending the practice or phoning the surgery. The role will be to optimise the patients journey by receiving,assisting and directing patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way.

They will work collaboratively with the multi-disciplinary general practice team to meet the needs of patients and to support the delivery of policy and procedures.

We have potentially two positions available part time and full time. The right candidate will need to be able to work a selection of shift's Monday through to Friday. Our shifts start from 7.45am until 1pm or 1pm until 6.30pm. We do not open weekends.

• Ensure an effective and efficient reception service is provided to patients and any other visitors tothe Practice
• Provide telephone triage roleby talking calls from patients and assigning them to the most appropriate service or clinician appointment
• Process appointment and prescription requests
• Various administration tasks relating to patient queries/requests
• Updating patient medical records ensuring information is accurate
• Acting as a patient chaperone as and when required
• Checkand restock clinical rooms with clinical stock on a regular basis
• Work as part of a team to provide good patient centred care
• Liaise with patients in an appropriate manner

Holland House Surgery is set across twosites, Lytham Primary Care and Freckleton Health Centre. It is a busy practice which is made up of 6 partners, supported by a host of clinicians andnon-clinical staff that form the foundation of our practice.

Holland House strives to provide an exemplary primary health care service for all patients registered with the practice making use of all the services available.

We are a supportive practice that encourages development and participation in improving services.

We are looking for an enthusiastic,confident and friendly individual who shares our values and has the energy andskills to contribute to shaping how we deliver patient care.

Reception

• Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice
• Deal with all general enquiries and explain procedures
• Checking patients in for appointments and monitor patient waiting times
• Process appointment requests for future appointments from patients.
• Handing completed repeat prescriptions to patient and checking names and address.
• Advise patient of relevant charges for private services (non-General Medical Services), accept payment and issue invoices and receipts for these services
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover ensuring procedures are completed
• Action requests for fit notes
• Assist the team with responding to email queries or forwarding where appropriate to the relevant Practice personnel.
• Deal with any deliveries to front desk

Patient Advisor

This is a role that involves taking calls from patients and dealing with patient's at our reception desk, assigning them to the most appropriate service or appointment.

• Develop and maintain an in-depth knowledge and understanding of the services provided by the Practice and the wider health community
• Put patients at ease and give them the opportunity to explain their needs through active listening
• Provide clear and concise information to patients
• Employ a variety of questioning techniques to develop a full picture of the patients requirements
• Use advanced communication, negotiation and probing skills across a wide range of enquiries including emotive circumstances or caller aggression
• Quickly and accurately record patient details, symptoms and enquires where further contact is required
• Identify potentially serious problems and bring those to the immediate attention of the appropriate clinician.

Appointments

• Ensure total familiarity with the appointment system including regular and incidental variations
• Book all appointments and recalls ensuring sufficient information is recorded to enable retrieval of the medical records
• Assisting with the cancellation of clinics at short notice when required
• Assist with contacting and booking patients for specific clinics

Administration

• To have a thorough knowledge of all Practice procedures, working in accordance with written protocols
• Action tasks sent through EMIS Web in a timely manner
• Check and complete Docman tasks including OOH
• Open post as required and distribute
• Scan and photocopy as requested.
• Process patients change of…