Patient Service Advisor

Integrated Care System; Salterforth; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established Integrated Care System in Salterforth seeks a Patient Service Advisor for a full-time role. The candidate will provide high-level reception services to patients and manage various administrative tasks in a supportive healthcare environment. Key requirements include excellent customer care skills, experience with EMIS Web, and strong organisational skills. The successful applicant will be part of a friendly team dedicated to delivering exceptional patient service while accessing NHS Pension benefits.

Benefits

NHS Pension

Qualifications

• Experience in a GP Practice or healthcare setting is preferred.
• Excellent customer service and communication skills are essential.
• Organisational skills and ability to multitask are required.

Responsibilities

• Manage patient communications via phone, email, and in-person.
• Process appointments and patient inquiries efficiently.
• Support clinical staff and maintain patient records accurately.

Skills

Customer care skills

Communication skills

Organisational skills

Ability to deal with difficult people

Education

Reception / customer care experience

Experience in GP/NHS

Tools

EMIS Web

Microsoft Office applications

Job description

35 hours per week over 5 days between the hours of 8.00am and 6.30pm

Excellent customer care skills are essential for this role to provide a high level of reception/patient service to our registered patients at the practice.

We have a very supportive team and access to the NHS Pension. We do not work weekends or late nights.

Experience of using EMIS Web and working in a GP Practice, healthcare setting or in customer services is preferred but full training and support will be given to the successful candidate.

Applicants should be friendly, confident with proven communication and good organisational skills.

The role of Patient Service Advisor can be demanding so we are looking for someone who is highly organised and good at multi-tasking.

You must be flexible with hours to cover annual leave/sickness leave.

Job description and person specification available on request.

£12.22 per hour.

Closing date for applications Weds 6th August

Previous applicants need not apply.

Please note if you have not been contacted within 4 weeks of the closing date you have not been successful in being short listed for an interview.

Main duties of the job

Main duties of the role:

Process email, telephone, and e-requests for appointments; and care-navigate/signpost patients to the most appropriate health care professional.

Utilise extended access appointments as required.

Answer incoming phone calls and deal with the callers request appropriately.

Book patients in and deal with enquiries at the main desk.

Take messages in an efficient and effective manner, ensuring responsibility is retained until successfully handed over/recorded/relayed.

Send AccuRx message and deal with responses

Process incoming and outgoing mail/email

Initiating contact with and responding to, requests from patients, team members and external agencies.

Speak to patients to try and resolve issues before they become complaints.

Process repeat prescriptions including those submitted online and by email.

Photocopy documentation as required.

File and store records as required.

Data entry of new and temporary registrations and relevant patient information as required. Promote digital services at every opportunity.

Scanning of patient related documentation and attaching scanned documents to patients healthcare records.

Action emails, attaching to records as required.

Receive specimens from patients in line with relevant policy, health and safety and infection control requirements.

Support all clinical staff with general tasks as requested

About us

Barnoldswick Medical Centre is a friendly local practice with 4 GP partners and 3 salaried GPs.

Supported by a wide range of other healthcare professionals and a friendly reception and administrative team.

We are looking for a friendly, enthusiastic individual to join our team.

Job responsibilities

Open the building as required and be logged on to EMIS ready at the beginning of your shift.

Monitor the practice appointment system

Process email, telephone, and e-requests for appointments; and care-navigate/signpost patients to the most appropriate health care professional.

Utilise extended access appointments as required.

Answer incoming phone calls and deal with the callers request appropriately.

Book patients in and deal with enquiries at the main desk.

Answer the intercom and book patients in appropriately.

Take messages in an efficient and effective manner, ensuring responsibility is retained until successfully handed over/recorded/relayed.

Send AccuRx message and deal with responses

Process incoming and outgoing mail/email

Initiating contact with and responding to, requests from patients, team members and external agencies.

Speak to patients to try and resolve issues before they become complaints.

Input data into the patients healthcare records and code data on EMIS Web system where necessary.

Process repeat prescriptions including those submitted online and by email.

Process requests for online medical record access.

Photocopy documentation as required.

File and store records as required.

Data entry of new and temporary registrations and relevant patient information as required. Promote digital services at every opportunity.

Scanning of patient related documentation and attaching scanned documents to patients healthcare records.

Action emails, attaching to records as required.

Process requests for information i.e. SAR, insurance / solicitors' letters and DVLA forms to the administrative team.

Receive specimens from patients in line with relevant policy, health and safety and infection control requirements.

Manage all queries (including administrative queries) as necessary in an efficient manner and abide by information governance in respect of data protection and confidentially.

Maintain a clean, tidy, effective working area at all times

Support all clinical staff with general tasks as requested

Prepare the white board for the following day including room allocation

Close the building at the end of the day as required.

Person Specification

Qualifications

• Patient Service Advisor
• CATEGORY ESSENTIAL DESIRABLE
• Qualifications and professional experience
• Reception / customer care experience
• GP/NHS experience
• Working knowledge of Microsoft Office applications
• Knowledge skills and abilities
• Deal confidently and courteously with people both in person and over the telephone
• Work flexibly as a team member
• Work on own initiative and prioritise workload
• Clear and concise communication skills
• Accurate recording of information
• Ability to deal with difficult people
• Friendly and approachable
• Ability to work under pressure
• Attributes
• personable manner with good sense of humour
• well-presented and well mannered
• self-motivated, self-confident and self-reliant
• enthusiastic, honest and reliable
• patient, tolerant, tactful and discreet

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.