Patient Services Advisor

The purpose of this role is to be a trusted, caring,and informative person to/for our patients when they require access to our services or support. In doing this you will be the main point of contact between doctors, patients, and other medical colleagues.

Provide a caring, informative, and professional service to patients and others with regard to appointments, queries and other information supporting the all-round care that patients receive at oursurgeries.

Provide support services to all members of the Practice team across our sites, including a range of administrative tasks relating to care, record keeping and communication.

Applications are welcomed for either
full time (37.5 hours per week) or part time roles. More than one position is available - some will be permanent, one or more will be a fixed term, maternity cover post.

NB. The post holder must understand thatwhilst this post may primarily be based at one of the Middlewood practicebases, flexibility will be required to work from any of the bases within the Partnership, according to business need. Working hours will be variable, withthe working week being organised according to a rota. Hours will be notified inadvance on a monthly basis.

The Middlewood Partnership is a GP Practice and Primary Care Network of 34,500patients, established in April 2019. We operate from 4 sites across

Bollington, Disley and Poynton and we are looking for an enthusiastic individual who shares our values and has the energy and skills contribute toshaping how we deliver care for the future, to join the Middlewood Partnershipas a Patient Services Advisor

Booking patient appointments with

GPs or other health professionals using the practice appointments system

Supporting patients in accessingour on-line digital request system

Explaining practice arrangements to new patients who register with the practice both on a permanent and atemporary basis

Responding and helping with all queries and requests for assistance from patients and other visitors.

Being positive and supportive and treating everyone with dignity and respect.

Directing enquiries to the appropriate people and understanding and managing patient expectations through effective questioning.

Chaperoning during clinicalconsultations, as required following training and support

Sometimes there can be difficultconversations and part of the role will be handling these situations in a calmand professional manner with support from colleagues.

Being responsible, alongsidecolleagues, for opening and closing procedures for the surgery followingsuitable training

Responding to all general patientenquiries and following and directing patients through our practice processes and procedures. This includes but is not limited to; new patient registrations,requests for patient access, repeat prescription requests, requests for patient information such as Subject Access Requests and receiving samples from patients.

Ensuring that colleagues are provided with any information about any unresolved or urgent matters eitherusing the message book or internal email.

Prioritise workload according todaily requirements, through consultation with the Reception Manager and otherteam members.

Keeping all areas in the surgerytidy especially the reception and waiting room areas.

Ensuring that all outgoingpatient correspondence is filed in order ready for collection.

Taking payments and issuingreceipts for non-NHS work where appropriate.

To ensure that all patient records are kept up to date within the remit of the role.

To ensure that our strict confidentiality guidelines are adhered to

To ensure that all equipment inthe reception area is working before the start of the session, and during ashift, reporting any faults as and when discovered, to the Practice Operational Manager.

To use all IT systems to enhance communication to patients

To carry out any duties thatmaybe necessary to assist with the smooth running of the surgery

Flexibility is essential to coverfor annual leave, absence, and all other instances.

As an employee of the Middlewood Partnership, you will be able to take advantage of our benefits package, including

• working for a value-driven organisation
• 25 days annual leaveplus public/bank holidays, pro rata if working part time.
• employee assistance programme

• Access to own transport and ability to travel across the locality

• Good standard of education with excellent literacy and numeracy skills
• Excellent keyboard and word processing skills

• Experience of working with the general public
• Experience of working in a team
• Experience of working closely with colleagues, managers and clinicians
• Knowledge and experience of conflict management
• Experience of working in a healthcare setting
• Knowledge of clinical systems
  
  Knowledge and experience of safeguarding

• Excellent communication skills and interpersonal skills
• Demonstrable IT skills including ability to use word processing skills, emails and…