Patient Care Advisor

Main duties of the job

• Provide a positive and friendly image to all patients and other visitors.

Welcome patients on arrival, ensuring all patients are checked in either manually or via the patient touch screen.

• Making effective use of the practice appointment system to include booking and cancelling of appointments, assisting and monitoring the appointment system, including the processing of our on-line portal system.
• Answering incoming calls in a timely, professional, efficient manner. Assisting with any patient queries and concerns, responding promptly and positively.
• Reading, action and maintaining the Patient Contact Waiting Lists system within System One, ensuring that patients are booked in as and when required.
• Explaining the Practice arrangements and formal requirements for new patients, temporary residents and ensuring procedures are completed within a certain timeframe.
• Sharing information regarding the practice complaint procedure.
• Opening and scanning post where necessary.
• Assisting with the cancellation of clinics as and when required.
• Dealing with tasks that are generated through System One in a timely and efficient manner.
• Being responsible for opening the practice at 8am in preparation for patients calling and presenting to the practice for clinics.
• Handling any complex queries and challenging situations in a professional manner, ensuring any issues are resolved, where possible, at first point of contact.
• Effectively handling all queries that present at the practice including those from hospital clinicians, social services, etc by problem solving, signposting, or escalation of matters as appropriate.
• Updating and monitoring patient information boards to ensure all relevant information is available and up to date.
• Having a thorough knowledge of all relevant practice procedures.
• Working in accordance with written protocols.
• Providing cover for colleagues in times of absence for annual leave/sickness.
• Supporting in the processing of prescriptions to ensure effective patient care.

At Lionwood Medical Practice, we are dedicated to providing comprehensive and compassionate healthcare services to individuals and families in Norwich and the surrounding communities. Our practice is committed to promoting wellness, preventing illness, and delivering high‑quality care that meets the diverse needs of our patients. The practice has a patient list size of 15,000 + and continues to grow and expand the offering of services to meet the needs of the local resident and their families.

• Strong commitment to the vision of Lionwood Medical Practice.
• Genuine interest in the needs of the local community and our patients.
• Ability to work as part of a team and establish good working relationships at all levels.
• Ability to work under pressure in stressful situations.
• Ability to work and act on own initiative.
• Willingness to work flexibly to suit the needs of the practice.
• Approachable, polite and tactful.
• Highly organised.
• Ability to multi‑task.
• Good interpersonal skills.
• Good telephone manner.
• Punctuality.
• Experience of customer service/NVQ equivalent.
• GCSE qualifications or equivalent.
• Able to communicate effectively and understand the needs of the patient.
• The ability to manage multiple activities.
• Experience in use of I.T. systems e.g. MS Outlook, MS Word, Excel and the internet.
• Ability to prioritise and work to tight deadlines when faced with conflicting demands.
• Work methodically with accuracy ensuring attention to detail.
• Experience of working in a primary care setting.
• Experience of reception work.
• Knowledge and experience in the use of System One clinical system.

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.

£12.21 an hour. Increase to £12.60 after completion of 6 month probation.