Job Summary
You will be responsible for the general administrative and reception duties within the Practice and work with our established processes, policies and procedures to provide comprehensive high-quality service and deal efficiently and courteously with patient enquiries.
Your regular duties in this role will be dealing with telephone, face to face and electronic enquiries, booking and/or amending patient appointments and home visits, contacting patients to provide information from the clinical team and assisting patients to access our services and those available in the wider community.
Responsibilities & Duties for Patient Care Advisor
· Maintain confidentiality of information; acting within the terms of the Data Protection Act and Caldicott guidance on patient confidentiality at all times.
· Maintain and foster good working relationships within the PCA team and with other members of the practice team.
· Be aware and have an understanding of practice policies and procedures. Comply with practice health & safety policies, reporting any health & safety hazards immediately.
· Review and update documents (including DOS and Non-Clinical Protocols) to ensure information is accurate and in line with current processes.
· Undertake statutory and mandatory training as required.
· Attend meetings relevant to the job role.
· Be a keyholder and open/lock the practice as required.
· Receive patients at the surgery and welcome visitors to the practice.
· Prompt response to telephone calls, ensuring thorough triage of patient symptoms (received by telephone or by AccuRx) to ensure that the clinicians have all the patient information required for clinics.
· Initiation of outbound calls in order to facilitate delivery of timely and appropriate communication.
· Have an awareness of other services and able to signpost to appropriate healthcare professionals.
· Dealing effectively with queries (either personally or by directing to the appropriate person) either electronically, via SystmOne, or face-to-face. Taking messages and passing on information to appropriate persons.
· Field queries regarding private work (insurance reports, firearms certificates, full medical record requests) in conjunction with the secretarial team and take payment for the same.
· Actioning requests for repeat prescriptions in person, by telephone (for identified patients) or online. Supporting Electronic Prescription Service (EPS) queries and ERD queries.
· Registering new patients and temporary residents onto practice list and registering patients for online services.
· Deal with clinical correspondence (inbound and outbound) and ensure this is actioned appropriately (i.e. scanned to record).
· Have access to and be able to deal with emails received into the practice’s generic email and electronic document accounts.
· Process and record information in accordance with practice procedures, including the assistance of gathering information re. QOF, Audits and Enhanced Service Data when required.
· Provide clerical assistance to practice staff as required, including filing, copying and scanning.
· Maintain the reception area, ensuring it is tidy, presentable and that all displayed information is relevant and up to date.
· Order stationery/supplies relevant to the role i.e. hearing aid batteries.
· Cover sickness and annual leave within the team and work reasonable overtime when required.
· Perform any other relevant and reasonable duties that may be requested by the Management Team and Partners
Working Hours - part time and full time hours considered between surgery hours of 8am and 8.00 pm on Mondays, 8am and 6.30 pm Tuesday to Friday.
Job Type: Full-time
Pay: £12.75 per hour
Benefits:
- Company pension
- Free flu jabs
- Free parking
- On-site parking
Ability to commute/relocate:
- Newark-on-Trent NG23 7LB: reliably commute or plan to relocate before starting work (preferred)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
