Telephone Patient Services Advisor
- Daventry, Northamptonshire
- £12.21 per hour
- Permanent
- Part-time
- To work collaboratively with the general practice team to meet the needs of patients, supporting the delivery of policy and procedures whilst managing own workload to deliver the practice priorities.
- Be a multi-skilled operative and undertake duties as required and directed by the Team Leader in connection with the delivery of patient services:
- Contact Centre
- Reception Service
- Tasks and emails Although the focus of the role will be to undertake activities as detailed the role will also be evolving as the balance of care shifts from hospital to general practice.
- Ensure a high quality service provision across the hours of operation ensuring an efficient hand-over between staff.
- Adhere to established procedures and agreed Key Performance Indicators to enable quality standards to maximise patient satisfaction.
- Support the development and implementation of technology and systems.
- Perform support tasks examples of which are: organise forms; photocopying; maintenance of files; undertake reminder calls.
- Using a range of communication and administrative methods, ensure that where possible patient enquiries and complaints are resolved at the first point of contact.
- Using DMPs systems and databases enter, store and/or retrieve, summarise information as requested or otherwise necessary.
- Ensure that every consideration is given to patients and visitors at all times.
- Ensure regular attendance at Practice Development and training days and team meetings even if it means attending site when not on shift.
- To work closely with the support services team, ensuring an effective level of service provided to patients and staff based with the practice.
- Perform any other duties as requested by the Team Leader.
- To work collaboratively with the general practice team to meet the needs of patients, supporting the delivery of policy and procedures whilst managing own workload to deliver the practice priorities.
- Be a multi-skilled operative and undertake duties as required and directed by the Team Leader in connection with the delivery of patient services:
- Contact Centre
- Reception Service
- Tasks and emails Although the focus of the role will be to undertake activities as detailed the role will also be evolving as the balance of care shifts from hospital to general practice.
- Ensure a high quality service provision across the hours of operation ensuring an efficient hand-over between staff.
- Adhere to established procedures and agreed Key Performance Indicators to enable quality standards to maximise patient satisfaction.
- Support the development and implementation of technology and systems.
- Perform support tasks examples of which are: organise forms; photocopying; maintenance of files; undertake reminder calls.
- Using a range of communication and administrative methods, ensure that where possible patient enquiries and complaints are resolved at the first point of contact.
- Using DMPs systems and databases enter, store and/or retrieve, summarise information as requested or otherwise necessary.
- Ensure that every consideration is given to patients and visitors at all times.
- Ensure regular attendance at Practice Development and training days and team meetings even if it means attending site when not on shift.
- To work closely with the support services team, ensuring an effective level of service provided to patients and staff based with the practice.
- Perform any other duties as requested by the Team Leader.
- GCE/GCSE/NVQ level 2 or equivalent; or detailed patient services knowledge
- Able to adopt a flexible working approach
- Ability to remain calm when dealing with difficult or distressed people.
- Ability to work on own initiative and as part of a team.
- Able to think ahead and anticipate issues.
- Ability to be assertive, but polite and patient.
- Excellent organisation skills required along with ability to prioritise and work to very high standards of performance.
- Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision.
- Understanding of the needs for confidentiality and compliance with service regimes.
- Must have customer/patient care skills and have worked in a customer/patient facing environment.
- Secretarial experience is essential.
- Competence in Microsoft Office packages (Outlook, Word, Excel).
- Ability to compile and analyse statistical information.
- Experience of working with clinical systems i.e. Systm1 would be desirable.
- Experience of working in a public sector/healthcare environment would be advantageous.
- GCE/GCSE/NVQ level 2 or equivalent; or detailed patient services knowledge
- Able to adopt a flexible working approach
- Ability to remain calm when dealing with difficult or distressed people.
- Ability to work on own initiative and as part of a team.
- Able to think ahead and anticipate issues.
- Ability to be assertive, but polite and patient.
- Excellent organisation skills required along with ability to prioritise and work to very high standards of performance.
- Commitment to health and safety, equal opportunities and anti-discriminatory practices in employment and service provision.
- Understanding of the needs for confidentiality and compliance with service regimes.
- Must have customer/patient care skills and have worked in a customer/patient facing environment.
- Secretarial experience is essential.
- Competence in Microsoft Office packages (Outlook, Word, Excel).
- Ability to compile and analyse statistical information.
- Experience of working with clinical systems i.e. Systm1 would be desirable.
- Experience of working in a public sector/healthcare environment would be advantageous.