Patient Advisor/Administrator
16 days ago
Torpoint
The RameGroup Practice is seeking to welcome a full time Patient Advisor / Administrator to our busy and friendly GP practice team. Working within our already experienced and diverse reception team; as well as with the wide multidisciplinary clinical and non-clinical team; you will be the first point of contact for our patients. As first point of contact for our patients, your focus will be on ensuring patients and visitors to the practice receive the best possible service, you will provide a professional, efficient and friendly reception service for all patients and other visitors and you will enjoy making a difference to every person who walks through our doors. This is a varied role that will see you offering a range of patient care activities, including receiving, assisting and directing patients in accessing the most appropriate service or healthcare professional in a courteous, efficient and effective way. You will facilitate effective communication between patients, members of the primary health care team, secondary care and other associated healthcare agencies. You will also provide 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. You will need to have excellent communication skills and a positive attitude. Experience of working within the NHS is preferred, ideally within a GP Practice. Hours are 37 per week. To meet and greet patients, members of the public and visitors to the practice in a friendly manner. Offer general assistance to the practice team and project a professional, positive and friendly image to patients, and visitors, either in person or via the telephone. Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies. Liaise with district nurses, and other professionals within the community teams, on behalf of patients. Ensure that excellent customer care is being delivered at all times. Deal with complex and sensitive issues. Receive specimens for laboratory analysis from patients and advise patients of their test results on request. Any other tasks allocated by managers. Patient Registrations. Prescriptions - Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner. Facilities - Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter. Contributing to the development and improvement of services to patients. To assist your colleagues in learning new procedures and offering support across the team when required. To act as a mentor and or buddy for new team members and apprentices within the team. Assisting the Reception Manager with induction and training. The Rame Group Practice is an innovative, forward thinking, friendly, welcoming and supportive practice, based in a modern, purpose-built health centre in Torpoint with a branch surgery on the Rame Peninsula. Our organisation is led by a team of 8 dedicated GP Partners, a Business Partner and supported by a multidisciplinary team that includes Salaried GPs, Advanced Nurse and Emergency Care Practitioners, Practice Nurses, Healthcare Assistants, and a General Practice Assistant. We are also supported by a pharmacy team comprising Clinical Pharmacists and Pharmacy Technicians and a physiotherapy team all serving 12,000 patients. The clinical team is underpinned by a highly skilled and efficient administrative team that ensures the seamless operation of the practice. Together, our multidisciplinary team is committed to providing outstanding care and continually improving health outcomes for the communities we serve. We have a thriving and growing dermatology service as well as a busy award‑winning clinical trials team which is also expanding. We are a training practice and have GP registrars working with us, as well as an number of medical students on a rotational basis. Rame has a proven track record of high QOF achievement and was rated GOOD at the last CQC inspection. Our practice culture values team members wellbeing and we seek to promote work life balance in these challenging times for general practice. To meet and greet patients, members of the public and visitors to the practice in a friendly and courteous manner. Offer general assistance to the practice team and project a professional, positive and friendly image to patients and other visitors, either in person or via the telephone. Facilitate effective communication between patients, members the primary health care team, secondary care and other associated healthcare agencies. Liaise with district nurses, midwives and other professionals within the community teams, on behalf of patients. Ensure an effective and efficient reception service is provided to patients and any other visitors to the Practice. Ensure that excellent customer care is being delivered at all times. Play an active role in the co‑ordination, and review of patient surveys. Offer solutions and actively listen to patients to resolve issues. Deal with complex and sensitive issues. Receive specimens for laboratory analysis from patients and advise patients of their test results on request. Arrange patient transport as directed. Administration: To have a thorough knowledge of all Practice procedures. To maintain a thorough knowledge of all Practice procedures and work in accordance of written protocols. To provide an administrative service to the Practice on patient matters and this may include general office duties such as claims, stock maintenance and ordering. This will involve use of a computer, data entry and ensuring deadlines are met. To issue letters, as required, to patients and other relevant parties. To work in accordance of written protocols, being aware of and accurately completely required forms. To attend, contribute and support to practice meetings, as required. Pulling/filing notes for surgeries and update as necessary. Filing post as necessary. Photocopying as requested. Reception: Receiving patients and consulting with members of Practice team, as necessary. Be able to cover all reception/administration positions as necessary. Process requests for appointments, visits and telephone consultations. Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way, including sign posting patients to the most appropriate appointments using in‑house triage guidance. Deal with all general enquiries, explain procedures and make new and follow‑up appointments. Using your own judgment and communication skills ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non‑disruptive manner. Book appointments ensuring sufficient information is recorded to ensure retrieval and accurate notes and use of the medical record. Monitor flow of patients into consulting and treatment rooms. Maintain and monitor the practice appointments system, adding appointments and amending slots as directed. Advise patients of relevant charges for private non General Medical Services, accept payment and issue receipts for same. Prescriptions: Receive requests for repeat prescriptions from patients, pharmacy and care home staff, and process these in a timely and accurate manner and distribute signed prescriptions on request. Dealing with prescription enquiries that other members of staff are unable to answer from patients and local pharmacists. Identifying and suggesting ways of how to improve the repeat prescription process. Pathology; Follow up patients with abnormal test results, as instructed by the GP. Recording the issuing of repeat prescriptions for Controlled Drugs in accordance with the practice policy. Patient Registrations: Explain Practice arrangements and formal requirements to new patients and those seeking temporary cover and ensure procedures are completed. Ensure that all registrations including New, immediately necessary and temporary residents are registered onto the computer system promptly and accurately. Retrieve and re‑file records as required, ensuring strict alphabetical order is adhered to. Facilities: Replenish GP supplies and equipment in their consultation room according to shift rota. Keeping the reception area well stocked with stationery, notice-boards and leaflet dispensers tidy and free from obstructions and clutter. Transfer telephones to and from the out of hours service as necessary. To maintain a thorough knowledge of all Practice procedures and work in accordance of written protocols. Ensure building security- have a thorough knowledge of doors/ windows/ alarm. Other Tasks: Any other tasks allocated by managers. Undertake a variety of EMIS tasks to assist in the smooth running of the practice, contacting patients as requested by managers and clinical staff when required. Responding to system wide alerts. Contributing to the development and improvement of services to patients. To assist your colleagues in learning new procedures and offering support across the team when required. To act as a mentor and/or buddy for new team members and apprentices within the team. Assisting the Reception Manager with induction and training. Confidentiality: In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately. Health & Safety: The post‑holder will assist in promoting and maintaining their own and others health, safety and security as defined in the Practice Health & Safety Policy. Personal/Professional Development: The post‑holder will participate in any training programme implemented by the Practice as part of this employment. Quality: The post‑holder will strive to maintain quality within the Practice. Communication: The post‑holder should recognise the importance of effective communication within the team and will strive to communicate effectively with other team members, patients and carers. The post‑holder will also: Apply Practice policies, standards and guidance. Discuss with other members of the team how the policies, standards and guidelines will affect own work. Participate in audit where appropriate. • Experience of working with the public/ in a customer contact environment, • Experience of using a telephone system, • Experience of office administrative tasks, such as filing photocopying, ordering, • Experience of working in an environment governed by procedures, • Experience of using Microsoft Office software, • Experience of using clinical patient records software, • Experience of working in Primary Care, • Numeracy and accuracy, • Excellent keyboard and computer skills, • Excellent communication skills, both verbally and in writing, • The post holder will be required to work across both of the practices surgeries in Torpoint and Millbrook, • Clean Driving licence essential, • Flexibility of working hours and able to work at times required by rota, • An understanding, acceptance and adherence to the need for strict confidentiality, • Ability to use own judgement, resourcefulness and common sense, • Ability to work without direct supervision and determine own work priorities, • Ability to work as part of a multi-skilled team, • Pleasant and articulate, • Ability to work under pressure, • Ability to work in a changing environment, • Ability to use common sense, • GCE/GCSE English and mathematics at grade A-C or equivalent #J-18808-Ljbffr
Chef & Cook
Waiters
Bar Staff
Retail
Kitchen Porter
Barista
Fast Food
Accounting & Finance
Animal Care
Art, Media, Design
Child Care
Cleaning
Construction & Trades
Customer Service
Driver & Delivery
Education
Engineering
Entertainment
Events & Promotion
Healthcare
Host & Hostess
Information Technology
Legal
Management
Manufacturing
Office & Admin
Online Jobs
Sales & Marketing
Salon & Beauty
Science
Security
Sports & Wellness
Warehouse
Writing & Editing
Other