Patient Advisor

We are looking to expand our patient services team which has created an exciting opportunity for someone to join theteam in the role as Patient Advisor. we are looking for someone to Join our team on a part time bases of upto 25hrs although full time hours will be considered.

We have a patient population of around
12,100 patients and cover a demographically diverse population.

Our Patient Advisors play a key part in providing accessibility for our patients to the services that we offer as well as supporting our Clinical Team. As a Patient Advisor, you would be at the forefront of handling the telephone traffic intothe Practice, providing an initial basic assessment of the present concerns forour patients, and reviewing the most appropriate action for the patient be itan appointment at the practice or signposting to another service.

As the central service for most queries through the practice you will liaise with the various teams / services that wehave. The Patient Advisor also provides enhanced support to our clinical team to support the running of their tasks andensure they can focus on their clinical workloads.

Ideally, we would be looking to recruita Patient Advisor with knowledge of general practice systems, however full training will be given to upskill the successful candidate. A background of customer service would be essential.

The overall summary of duties for the Patient Advisor would include:

To be the first point of contact for patients ringing the GP Practice

To optimise the patients journey through the Practice, ensuring they receive a pleasant, helpful, and satisfied experience

To support the Clinical Team and various departments by signposting patients to the most appropriate service or healthcare professional

Undertake additional duties aspart of this role, supporting the wider Practice team as required.

Deliver a polite, professional and efficient service to the Patient population of the Practice.

Parcliffe Medical Centre is an innovative and forward-thinking Practice led by our Partnership (5 GPs).

In purpose-built premises inside StAnnes Health Centre, with a current patient population of around 12,000patients.

Located in the seaside town of St Annesalong the Fylde Coast, we are minutes away from the sea front, with direct links to the M55 & M6.

We are a friendly, professional, caring team who are passionate about providing safe and effective care to our patient population. Our excellent multi-skilled Clinical Team comprises of 8 GPs(Partner & Salaried), Advanced Nurse Practitioners, Clinical Pharmacist,Physicians Associate, Practice Nurses & Healthcare Assistants.

Supporting our Partnership, clinical team and the patient journey through the Practice, our team also includes aBusiness Manager, 2 Operational Managers, Receptionists, Administrators,Secretaries, Medicines Management Team and are currently working through atransition to introduce a Patient Advisor role in support of enhanced signposting and ensuring patients have access to the appropriate clinicians or services available to them.

Alongside offering the standard contractual requirements of General Medical Services in Primary Care, we do in addition have enhanced bespoke services to our patients in Minor Surgery,Microsuction and are also one of the Covid Vaccination sites within our Primary Care Network.

A full detailed Job Description is available in the vacancy pack for the Patient Advisor role attached to this advertisement.

• Be the first point of contact for patients ringing the Practice. This will be an information gathering / first line triage role to optimise the Patient journey.
• Work in a fast-paced environment with varying and conflicting time constraints
• Work within a large multidisciplinary team
• At all times promote the Practice in a positive way
• Be solution focused to patients presenting concerns/symptoms with a can do attitude.
• Excellent communication skills - being able to adapt these to the needs and requests of the patients/carers/relatives/other healthcare professionals / agencies & organisations.
• Be able to put patients rapidly at ease and give them the time and space to explain their needs / nature of call.
• Apply questioning techniques to ascertain more information in relation to the callers presenting concern / symptoms, recognising any already detailed or documented health concerns.
• Provide clear and concise information to patients and understand the importance of discretion and confidentiality.
• Follow provided guidance on information collection of the callers presenting concerns / symptoms.
• Develop and maintain an in-depth knowledge and understanding of the services provided in the Practice and in the wider health community.
• Using knowledge, be able to guide patients to the service, clinician or department which is most likely to meet their needs, whether inside or outside the Practice
• Strive to maintain quality within the Practice.
• Process patient requests for appointments
• Answer incoming calls,…