Patient Services Advisor

Overview

Job title:

Patient Services Advisor

Reports to:

Patient Service Manager / Practice Manager

Hours:

35 hours per week

Location:

Wibsey & Queensbury Medical Practice, Fair Road, Wibsey, Bradford, West Yorkshire BD6 1TD
;
Russell Road, Queensbury, Bradford, West Yorkshire BD13 2AG

Job summary:

The purpose of the role is to offer general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way. Undertake a variety of administrative duties to assist in the smooth running of the practice, including secretarial and clerical support to clinical staff and other members of the practice team.

Facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies.

• Opening up/locking up of practice premises and maintaining security in accordance with practice protocols
• Maintaining and monitoring the practice appointments system
• Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional
• Processing and distributing incoming (and outgoing) mail
• Taking messages and passing on information
• Filing and retrieving paperwork
• Processing repeat prescriptions in accordance with practice guidelines
• Computer data entry/data allocation and collation; processing and recording information in accordance with practice procedures
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers
• Providing clerical assistance to practice staff as required (word/data processing, filing, photocopying and scanning)
• Provision of refreshments for staff and visitors; keeping the kitchen area clean and tidy
• Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions

• In the course of seeking treatment, patients entrust us with sensitive information; staff will respect privacy and act appropriately
• Post-holders may have access to confidential information relating to patients, carers and staff; all such information is to be regarded as strictly confidential
• Information relating to patients, carers, colleagues, other healthcare workers or the business of the practice may only be divulged to authorised persons in accordance with confidentiality policies

• Promote and maintain health, safety and security as defined in practice policies
• Identify risks and undertake activities to manage those risks
• Make effective use of training to update knowledge and skills
• Use infection control procedures and keep work areas clean and safe
• Report health and safety hazards promptly
• Maintain cleanliness of own and general/patient areas
• Undertake periodic infection control training (minimum annually)
• Demonstrate safeguarding and promoting the welfare of children

• Support equality, diversity and rights of patients, carers and colleagues
• Respect privacy and dignity of patients and colleagues
• Be welcoming, non-judgmental and respectful of individual circumstances

• Participate in annual performance reviews and maintain records of personal/professional development
• Take responsibility for own development and performance

• Alert team members to quality and risk issues
• Assess own performance and act with accountability
• Contribute to team effectiveness and suggest improvements
• Work with other agencies to meet patients’ needs
• Manage own time, workload and resources

• Communicate effectively with team members, patients and carers
• Recognise needs for alternative methods of communication and respond accordingly

• Apply practice policies, standards and guidance
• Discuss policy impact with team members
• Participate in audits where appropriate

• Essential: GCSE level or equivalent, including Maths and English (C or above)

• Essential:
  Ability to prioritise workloads
• Essential:
  Good interpersonal skills
• Essential:
  Ability to meet tight deadlines
• Essential:
  Ability to make decisions and multi-task
• Essential:
  Flexible, discreet and diplomatic approach; strong teamwork and attention to detail
• Desirable:
  Experience in a healthcare setting and in General Practice; UK Driving Licence

• The Wibsey & Queensbury Medical Practice, Fair Road, Wibsey, Bradford, West Yorkshire BD6 1TD
• Queensbury site:
  Russell Road, Queensbury, Bradford, West Yorkshire BD13 2AG