We are looking for experienced Patient Services Advisors to join our friendly reception team at Thornhills Medical Practice.
We have a variety of hours, shifts and days available. Each shift consists of 5 hours per shift, Monday to Friday from either 8:00am to 1:00pm or 1:00pm to 6:00pm or 1.30pm to 6:30pm. This may include some double shifts on some days. You will also be required to cover on some occasions evenings and weekends to assist with enhanced access and other clinics.
The successful post holder will be responsible for undertaking a wide range of reception and administrative duties. Duties can include but are not limited to, greeting and guiding patients in the best use of resource within the practice and in the wider NHS, enabling them to access the most effective help for their presenting need, booking appointments, processing of information, acting as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers. Training will be provided however as a minimum, customer service experience and excellent communication (oral and written) are essential. Experience of working in a GP surgery is desirable. You must work as part of a team, have the ability to adapt and embrace positively to change and observe strict rules about confidentiality at all times.
Thornhills is a highly regarded, supportive, forward thinking GP training practice with a happy, reliable workforce providing care to approx. 14,800 patients. There is a strong emphasis on high quality patient care, education and personal development.

JOB DESCRIPTION

Job Title: Patient Services Advisor
Responsible to: Patient Services Supervisor (for day-to-day matters)
Practice Manager / Assistant Manager (for all other matters)
Accountable to: Practice Partnership

JOB SUMMARY:

• To guide patients in the best use of resource within the practice and in the wider NHS, enabling them to access the most effective help for their presenting need.
• To be responsible for undertaking a wide range of patient service and administrative duties which link in and support the multidisciplinary team.
• Duties can include but are not limited to, greeting and guiding patients, effective use of the appointment system, booking appointments, processing of information and assisting patients as required.
• To act as the central point of contact for patients, the distribution of information, messages and enquiries for the clinical team, liaising with multidisciplinary team members and external agencies such as secondary care and community service providers.
• To be familiar with and abide by the principles and core values that underpins the NHS. https://www.gov.uk/government/publications/the-nhs-constitution-for-england/the-nhs- constitution-for-england
  Shifts – comprising of 5 hours per shift, from either 8:00am to 1:00pm or 1:00pm to 6:00pm or
  1.30pm to 6:30pm Monday to Friday. May include double shifts. The distribution of these shifts has been agreed with you. In addition to your normal weekly hours you will be required to work additional hours to cover for staff absences. Monthly rotas are issued to staff in advance.
  You will also be required to cover on some occasions evenings and weekends to assist with enhanced access and other clinics.

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
• In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source 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 the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data

QUALIFICATIONS ESSENTIAL DESIRABLE

Educated to GCSE level or equivalent
GCSE Mathematics & English (C or above)
AMSPAR Receptionists Qualification
NVQ Level 2 in Health and Social Care

EXPERIENCE ESSENTIAL DESIRABLE

Experience of working with the general public
Experience of administrative duties
Experience of working in a health care setting

SKILLS ESSENTIAL DESIRABLE

Excellent communication skills (written and oral)
Strong IT skills
Clear, polite telephone manner
Competent in the use of Office and Outlook
EMIS / Systmone user skills
Effective time management (planning & organising)
Ability to work as a team member and autonomously
Good interpersonal skills
Problem solving & analytical skills
Ability to follow policy and procedure

OTHER REQUIREMENTS ESSENTIAL DESIRABLE

Flexibility to work outside of core office hours
Job Types: Part-time, Permanent
Pay: £12.21 per hour
Expected hours: 24 per week

Benefits:

• Bereavement leave
• Casual dress
• Company pension
• Free parking
• On-site parking
• Sick pay

Schedule:

• Day shift
• Holidays
• Monday to Friday
• Overtime
• Weekend availability

Ability to commute/relocate:

• Aylesford, ME20 6QJ: reliably commute or plan to relocate before starting work (required)

Application question(s):

• As a minimum, customer service experience and excellent communication (oral and written) are essential. Experience of working in a GP surgery is desirable. You must work as part of a team, have the ability to adapt and embrace positively to change and observe strict rules about confidentiality at all times.
• Hours will be fixed shifts, however flexibility is essential and hours and shifts may vary to cover for staff absences. You will also be required to cover on some occasions evenings and weekends to assist with enhanced access and other clinics and to work additional shifts.

A single shift consists of 5 hours per shift, Monday to Friday from either 8:00am to 1:00pm or 1:00pm to 6:00pm or 1.30pm to 6:30pm. This may include some double shifts on some days.

Experience:

• Customer Service: 1 year (required)

Work Location: In person
Reference ID: PS

• Ensure that patients’ and visitors’ enquiries are handled courteously, efficiently and confidentially
• Answer incoming calls in a friendly, polite and professional manner. Consider the request, taking appropriate action or redirecting to other personnel as appropriate.
• Take telephone messages, appointments details and home visit requests accurately and efficiently and enter details on to computer system as appropriate
• Signpost patients to the most appropriate service, seeking advice if this is not clear.
• Assist patients with completion of their digital triage requests.
• Action Digital Triage requests as per the triaging clinician.
• Alert doctors to urgent concerns or outstanding telephone calls or visits, as appropriate
• Relay test results to patients
• Ensure that outstanding matters and information are handed over to colleagues at shift change
• Check prescription requests and ensure they are directed to the requested collection point
• Print off repeat prescriptions from computer as necessary
• Handle patients’ positive and negative feedback initially, seeking advice from or referring to Patient Services Supervisor or Assistant Practice Manager as appropriate
• Check own nhs.net email account frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriate
• Check practice generic and reception nhs.net email accounts frequently during shift and ensure that all messages are responded to and actioned promptly and as appropriate
• Send, receive and record facsimile messages
• Be conversant and deal with procedure for new patients wishing to register with the practice
• Be conversant with online Patient Services and Care Navigation and record outcomes as appropriate
• Be responsible for security of the building if last person leaving
• Be conversant with Panic Alarm system and act upon this if necessary
• Attend and participate in team, staff meetings and other meetings as required
• Be fully conversant with patient services procedures and developments
• Ensure that filing, record keeping and distribution of documents and mail are undertaken efficiently and promptly
• Assist with sending out of patient recall letters and other similar correspondence
• Ensure that patient services area, waiting room, consulting rooms, meeting rooms and outside areas in the immediate vicinity of the practice are clean and tidy, and that there is an adequate supply of stationery and other routine items available.
• Ensure that noticeboards are kept up to date and that appropriate literature is displayed.
• Arrange refreshments for doctors meetings and ensure that adequate supplies are available.
• Ensure that kitchen areas are kept clean and tidy.
• Arrange for photocopier and other equipment repairs to be carried out as soon as possible
• Contribute to a safe working environment
• Assist with mentoring/training new staff, as directed by Patient Services Supervisor or Assistant Practice Manager
• Any other ad hoc duties as required