Patient Advisor - Central Surgery

NHS; City Of London; On-site; Full time

Job summary

A leading healthcare provider in London is seeking a motivated Patient Advisor for a permanent role in Surbiton. The successful candidate will be responsible for welcoming patients, managing appointments, and providing high-quality customer service. Applicants should have experience in a GP environment and a compassionate nature. Competitive salary of £12.21 per hour with a 37.5-hour work week.

Qualifications

• Previous experience working within a GP practice.
• Ability to prioritize workload while remaining calm under pressure.
• Excellent interpersonal skills to provide customer service.

Responsibilities

• Greet patients and manage appointment bookings.
• Respond to patient queries via phone and email.
• Assist in maintaining patient records accurately.

Skills

Communication skills

Teamwork

Organizational skills

Empathy

Education

GCSE in Maths and English (A-C / 4-9)

NVQ level 3 in Health and social care

Tools

EMIS

DOCMAN

Job description

Job Title: Patient Advisor (Central Surgery)

Contract: Permanent

Hours: 37.5hours a week. Shift pattern to be arranged following interview process

Working Schedule: 5 days a week between operatinghours with flexibility to cover other sickness and annual leave on weekdays

Salary: £12.21 per hour

Job Purpose:

Kingston GP Chambers (GPfederation for 20 practices across the borough of Kingston) are supporting CentralSurgery to recruit a talented and enthusiastic Patient Advisor.

The surgery is based within thepurpose built Surbiton Health Centre, and is one of four GP surgeries based within the health centre. The practice is part of the Surbiton Primary Care Network (PCN).

Central provides an excellentlevel of care to approximately 13,000 patients in the Surbiton area.

The area is benefitted by superb transportlinks (both rail and bus) and is in close proximity to the A3.

The successful applicant will bejoining a well established and supportive reception/admin team, which issupported by a wonderful practice management team as well as GP partners.

The practice are ideally seekingsomeone with previous work experience within a GP practice who is a goodcommunicator and able to provide an excellent level of customer service topatients.

Main duties of the job

The main duties of the role will include:

• Greeting patients & welcoming them in to the surgery
• Answering phone calls to respond to patient queries and managing appointments
• Liaising with hospitals and Consultants for patient appointment bookings and chasing results
• Handling incoming patient emails
• Ensuring all relevant correspondence is scanned and saved accurately into patient files on EMIS
• Assist in data collection for practice performance indicators.
• Opening and sorting daily post, scanning and indexing documents into clinical system EMIS

What you will need:

• Prior experience working within a GP practice
• Ability to prioritise workload
• Ability to work within a team
• Caring and empathetic nature
• Ability to remain in pressurised situations

About us

Kingston GP Chambers is a Federation of all NHS General Practices within the Royal Borough of Kingston upon Thames. It was founded in 2008 as a limited company whose shareholders are all 20 GP Practices within Kingston.

The company is led by a Board of Directors who are also GP Partners in their own Practices within Kingston.

Kingston GP Chambers has worked collaboratively with both secondary care and the private sector. At present we provide community clinics for Dermatology, Urology, Neurology, Dementia and Diabetes.

In addition, Kingston GP Chambers are at the forefront of improving patient access to primary care.

We deliver a comprehensive extended hours service offering GP appointments across three hubs in the evenings Monday to Friday, over the weekend and on Bank Holidays.

Kingston GP Chambers has the ability to respond rapidly, and we have continued to demonstrate the capability to provide high-quality, innovative and timely solutions to improving patient care and experience.

We work closely alongside the other GP Federations in Southwest London to continue the government's five-year forward plan and deliver patient services in the community.

We aim to continue to grow as we are increasingly recognised as the provider of choice for extended, enhanced and urgent GP services.

We also expect an increasing role as we support, reinforce and develop the position of general practice as the core building block for an increasing range of jointly-provided services.

Job responsibilities

• Greeting and booking in or patients for surgeries and clinics.
• Dealing with patient enquiries efficiently and courteously.
• The receiving and recording of telephone messages taking appropriate action
• Making appointments on System One, by processing appointment requests for today, future appointments from patients in person and on the telephone.
• Restoring the telephone service in the morning and checking for any messages.
• Dealing with all telephone queries/requests from patients, and acting as liaison with the Doctors/Nurses as necessary. Pulling and filing medical records as necessary.
• Processing repeat prescriptions and filing for collection within 48 hours.
• Taking home visit requests
• Advising patients of relevant charges for private services
• Receiving specimens from patients ensuring all their details have been recorded whilst following Health & Safety policy.
• Tidying waiting room after surgery, ensuring premises are kept tidy between visits from the cleaning staff, tidy and sort magazines and leaflets, discarding old and damaged items as necessary.
• To have a thorough knowledge of all practice policies and procedures
• To work in accordance of written protocols
• Provide administrative support for clinical staff.
• Filing patient records and correspondence when necessary.
• Opening and distribution or practice post. Outgoing post should be written down in the post book.
• Registering new patients following the Registration Protocol.
• Scanning of documents onto the medical system. All scanning should be cleared daily (both trays).
• To send letters to patients as necessary.
• Photocopying of notes and other information (in reception this includes: ensuring enough forms are printed or photocopied: consent forms, CITA, appointment card, change of details etc.).
• Changing details on EMISweb i.e. Change of address, telephone numbers etc.

This role will be subject to a Disclosure and Barring Service check and will require the successful applicant to be able to work within the UK without restriction.

The surgery is looking for the successful applicant to start immediately upon the completion of the on-boarding process. Interviews may be scheduled during the time when the advert is running. Prospective applicants are encouraged to apply as soon as possible, as we reserve the right to close down the advert if a high volume of applications are received.

Person Specification

Qualifications

• GCSE in Maths and English (A-C / 4-9)
• NVQ level 3 in Health and social care

Knowledge and skills

• Experience of using EMIS and DOCMAN
• Excellent organisational skills
• Ability to remain calm under pressure
• Caring and empathetic nature
• Ability to work within a team

Experience

• Experience of working within a GP practice
• Experience of providing an excellent level of customer service
• Experience of providing a high level of administrative support

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.