Patient Services Advisor

NHS; Macclesfield; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A healthcare organization is looking for a Patient Services Advisor to be the main point of contact for patients and medical colleagues. Responsibilities include booking patient appointments, assisting with inquiries, and supporting the practice team across sites. Ideal candidates will possess strong communication and IT skills, with a good standard of education. This position may be full-time or part-time and requires flexibility to work across various locations. The organization offers a supportive work environment with valuable benefits.

Benefits

25 days annual leave

Employee assistance programme

Value-driven organization

Qualifications

• Experience of working with the general public.
• Experience of working in a team.
• Knowledge of clinical systems.
• Knowledge and experience of safeguarding.

Responsibilities

• Booking patient appointments with GPs and health professionals.
• Supporting patients in accessing the online request system.
• Responding to queries and requests from patients.
• Chaperoning during clinical consultations as required.

Skills

Excellent communication skills

Interpersonal skills

IT skills

Problem-solving skills

Organisational skills

Attention to detail

Ability to listen and empathise

Teamwork skills

Education

Good standard of education with excellent literacy and numeracy

Job description

The purpose of this role is to be a trusted, caring,and informative person to/for our patients when they require access to ourservices or support. In doing this you will be the main point of contactbetween doctors, patients, and other medical colleagues.

Main duties of the job

Provide a caring, informative, and professionalservice to patients and others with regard to appointments, queries and otherinformation supporting the all-round care that patients receive at oursurgeries.

Provide support services to all members of thePractice team across our sites, including a range of administrative tasksrelating to care, record keeping and communication.

Applications are welcomed for eitherfull time (37.5 hours per week) or part time roles. More than one position is available - some will be permanent, one or more will be a fixed term, maternity cover post.

NB. The post holder must understand thatwhilst this post may primarily be based at one of the Middlewood practicebases, flexibility will be required to work from any of the bases within thePartnership, according to business need. Working hours will be variable, withthe working week being organised according to a rota. Hours will be notified inadvance on a monthly basis.

About us

TheMiddlewood Partnership is a GP Practice and Primary Care Network of 34,500patients, established in April 2019. We operate from 4 sites acrossBollington, Disley and Poynton and we are looking for an enthusiasticindividual who shares our values and has the energy and skills contribute toshaping how we deliver care for the future, to join the Middlewood Partnershipas a Patient Services Advisor

Job responsibilities

Booking patient appointments withGPs or other health professionals using the practice appointments system

Supporting patients in accessingour on-line digital request system

Explaining practice arrangementsto new patients who register with the practice both on a permanent and atemporary basis

Responding and helping with allqueries and requests for assistance from patients and othervisitors.

Being positive and supportive andtreating everyone with dignity and respect.

Directing enquiries to theappropriate people and understanding and managing patient expectations througheffective questioning.

Chaperoning during clinicalconsultations, as required following training and support

Sometimes there can be difficultconversations and part of the role will be handling these situations in a calmand professional manner with support from colleagues.

Being responsible, alongsidecolleagues, for opening and closing procedures for the surgery followingsuitable training

Responding to all general patientenquiries and following and directing patients through our practice processesand procedures. This includes but is not limited to; new patient registrations,requests for patient access, repeat prescription requests, requests for patientinformation such as Subject Access Requests and receiving samples frompatients.

Ensuring that colleagues areprovided with any information about any unresolved or urgent matters eitherusing the message book or internal email.

Prioritise workload according todaily requirements, through consultation with the Reception Manager and otherteam members.

Keeping all areas in the surgerytidy especially the reception and waiting room areas.

Ensuring that all outgoingpatient correspondence is filed in order ready for collection.

Taking payments and issuingreceipts for non-NHS work where appropriate.

To ensure that all patientrecords are kept up to date within the remit of the role.

To ensure that our strictconfidentiality guidelines are adhered to

To ensure that all equipment inthe reception area is working before the start of the session, and during ashift, reporting any faults as and when discovered, to the Practice OperationalManager.

To use all IT systems to enhancecommunication to patients

To carry out any duties thatmaybe necessary to assist with the smooth running of the surgery

Flexibility is essential to coverfor annual leave, absence, and all other instances.

As an employee of the Middlewood Partnership, you will be able to take advantage of our benefits package, including

• working for a value-driven organisation
• 25 days annual leaveplus public/bank holidays, pro rata if working part time.
• employee assistance programme

Person Specification

Other

• Access to own transport and ability to travel across the locality

Qualifications

• Good standard of education with excellent literacy and numeracy skills
• Excellent keyboard and word processing skills

Experience

• Experience of working with the general public
• Experience of working in a team
• Experience of working closely with colleagues, managers and clinicians
• Knowledge and experience of conflict management
• Experience of working in a healthcare setting
• Knowledge of clinical systemsKnowledge and experience of safeguarding

Skills and Aptitude

• Excellent communication skills and interpersonal skills
• Demonstrable IT skills including ability to use word processing skills, emails and the internet
• Telephone and switchboard operational skills
• Proven problem solving and organisational skills
• Ability to maintain a positive work environment
• Demonstrable attention to detail
• The ability to build relations with key internal and external colleagues
• Ability to listen and empathise with people
• Sensible and able to use own initiative
• Demonstrates honesty and integrity and promotes organisational values
• An ability to maintain confidentiality and trust
• Ability to work under pressure
• Proven team worker with ability to motivate others
• Able to demonstrate flexibility, enthusiasm and commitment
• Ability to demonstrate emotional resilience
• Ability to identify risk and assess/manage risk

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.