Patient Advisor

Plane Trees Group Practice; Halifax; On-site; GBP 60,000 - 80,000; Part time

Job summary

A local GP practice in Halifax is seeking an enthusiastic individual to join their reception and administration team. This role includes working up to 25 hours per week, providing exceptional customer service, greeting patients, and performing various administrative duties. Candidates should have excellent communication skills and a good degree of IT literacy. There is potential for more hours in the future. The practice values personal development and offers training opportunities.

Benefits

Training and development opportunities

NHS pension

Private healthcare plan

Uniform provided

Qualifications

• Flexibility to work outside of core office hours.
• Experience of working with the general public.
• Experience of administrative duties.

Responsibilities

• Undertake a wide range of reception duties.
• Act as the central point of contact for patients.
• Maintain electronic filing systems and data input.

Skills

Excellent communication skills (written and oral)

Clear, polite telephone manner

Competent in the use of MS Office applications

Effective time management

Ability to work as a team member and autonomously

Problem solving and analytical skills

Education

Educated to GCSE level or equivalent

GCSE Mathematics and English (C or above)

Job description

We are looking for an enthusiastic person to join our reception and administration team to work Monday - Friday, and Saturdays on a rota up to 25 hours per week between the hours of 0800-1830. Cover for sickness and holidays when required.

You will be part of a team delivering high quality reception and admin support for our busy GP Practice. We are looking for someone with exceptional customer service skills, a good degree of IT literacy, excellent telephone manner, self motivation and confidence in dealing with members of the public. You will be the first point of contact for all patients and visitors.

Although initially the role will be for 25 hours, there is the possibility that full time hours will be available from June 2025.

Main duties of the job

You will be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required.

To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers.

About us

Plane Trees Group Practice is a busy GP practice based in North Halifax, delivering general medical services to its registered patient population of 9300 patients. We are a team of 7 GPs, 1 Advanced Clinical Practitioner, 3 Practice Nurses, 1 Health Care Assistant, 6 Reception, 5 Admin and 2 Management staff. We work closely with our neighbouring practices delivering additional clinical services as part of North Halifax PCN.

Plane Trees Group Practice aims to provide excellent patient care in a happy working environment which values practice and personal development, respects people and is based on achievable and realistic goals.

The practice will offer a wide range of training and development opportunities, NHS pension, private healthcare plan and uniform.

Job responsibilities

Main Purpose: The post-holder will be the first point of contact for patients and is responsible for ensuring effective communication and contributing to the delivery of patient care within the supervised environment of the Practice.

• To be responsible for undertaking a wide range of reception duties and the provision of general support to the multidisciplinary team. Duties can include, but are not limited to, greeting and directing patients, effective use of the appointment system, booking appointments, the processing of information and assisting patients as required.
• To act as the central point of contact for patients, be responsible for the distribution of information, messages and enquiries for the clinical team, liaise with multi-disciplinary team members and external agencies such as secondary care and community service providers.
• Have a thorough knowledge of all Practice policies and procedures. Work in accordance with written protocols. Maintain electronic filing systems and carry out data input. Photocopying, shredding and other administrative duties as required. Management of data in accordance with the practice patient information system.
• Provide an effective and efficient reception service. Inform and support patients to make choices with regards to their health care. Refer and direct patients to appropriate services available. Record and deliver appropriate messages as necessary and as directed.
• Maintain practice email account. Make use of information technology systems available within the practice. Follow systems for data security and protection. Identify and report potential problems and deficiencies of the computer system.
• Have working knowledge of telephone system and other related equipment.
• Attend and contribute to staff meetings. Identify own training and personal development needs and process applications according to Practice policy.
• Ensure building security have thorough knowledge of doors/windows/alarm. Be familiar with and adhere to Practice policies and procedures ensuring that Patient confidentiality is maintained at all times. Undertake such other duties, agreed through consultation, as are commensurate with the grade and job title of the post required from time to time by management.

Equality, Diversity and Inclusion

People and families have the right to be treated fairly and be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have the right to be treated fairly in recruitment and career progression and can expect to work in an environment where diversity is valued and equality of opportunity is promoted.

Safety, Health, Environment and Fire (SHEF)

This organisation is committed to supporting and promoting opportunities for staff to maintain their health, wellbeing and safety. The post holder is to manage and assess risk within the areas of responsibility, ensuring adequate measures are in place to protect staff and patients and monitor work areas and practices to ensure they are safe and free from hazards and conform to health, safety and security legislation, policies, procedures and guidelines. All personnel have a duty to take reasonable care of health and safety at work for themselves, their team and others and to cooperate with employers to ensure compliance with health and safety requirements.

Confidentiality

The organisation is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect all staff will respect their privacy and maintain confidentiality.

Quality and Continuous Improvement

To preserve and improve the quality of this organisation's outputs, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work.

Induction

We will provide a full induction programme, and management will support you throughout the process.

Learning and development

The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to partake in, and complete mandatory training as directed. It is an expectation for this post holder to assess their own learning needs and undertake learning as appropriate.

Collaborative working

All staff are to recognise the significance of collaborative working and understand their own role and scope and identify how this may develop over time. Staff are to prioritise their own workload and ensure effective time-management strategies are embedded within the culture of the team.

Managing information

All staff should use technology and appropriate software as an aid to management in the planning, implementation and monitoring of care and presenting and communicating information. Data should be reviewed and processed using accurate SNOMED/read codes to ensure easy and accurate information retrieval for monitoring and audit processes.

Security

The security of the organisation is the responsibility of all personnel. The post holder must ensure they always remain vigilant and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone and are to ensure that restricted areas remain effectively secured. Likewise, password controls are to be maintained and are not to be shared.

Professional conduct

All staff are required to dress appropriately for their role.

Safeguarding Adults and Children

All staff have a responsibility to safeguard adults & children which includes an understanding of the relevant Trust & Local Safeguarding Adults & Childrens Board Policies.

Person Specification

Qualifications

• Educated to GCSE level or equivalent
• GCSE Mathematics and English (C or above)

Skills

• Excellent communication skills (written and oral)
• Clear, polite telephone manner
• Competent in the use of MS Office applications
• Effective time management (planning and organising)
• Ability to work as a team member and autonomously
• Good interpersonal skills
• Problem solving and analytical skills
• Ability to follow policy and procedure

Other Requirements

• Flexibility to work outside of core office hours

Experience

• Experience of working with the general public
• Experience of administrative duties
• Experience of working in a healthcare setting
• Polite and confident
• Flexible and cooperative
• Motivated
• Forward thinker
• High levels of integrity and loyalty
• Sensitive and empathetic in distressing situations
• Ability to work under pressure
• Other requirements

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.