Patient Services Advisor - SSW PCN, Crewkerne Dual Location Practice specific and Contact Hub working within the South Somerset West PCN (SSW PCN) To provide administration and reception duties for the practice, dealing with patients, clinical staff, and colleagues in an efficient and polite manner. Receive, assist, and direct patients in accessing the appropriate service or healthcare professional and undertake a variety of administrative duties to assist in the smooth running of the Practice in accordance with agreed procedures, protocols, and timescales.
34 hours per week. Working patterns to be discussed at interview.
£12 per hour with a NHS or NEST pension offered.
Main duties of the job Follow processes and procedures and escalate any issues or complaints appropriately. Ensure accuracy in inputting patient data and interpreting information received. Communicate effectively with team members, patients, and carers, including distressed or anxious individuals. Maintain confidentiality regarding personal and sensitive patient data as per the SHS Confidentiality Policy. Alert management/clinical teams to issues of quality, risk, and safeguarding. Make initial assessments and prioritize patients presenting at the front desk or on the telephone who require urgent medical attention. Work well under pressure in a busy and demanding environment. About us Symphony Healthcare Services Ltd. is a growing primary care organization based in Somerset which aims to improve and develop the best patient-centered care and services in the country. We are embracing change within general practice by implementing new and innovative models of care. If you are passionate about delivering outstanding healthcare and share our values, join us to support the achievement of our goals.
Job responsibilities Identify and book appointments and home visits in line with practice protocols, including cross-organization bookings. Search for, register if necessary, and book patients onto the computer system as they present at the desk. Handle enquiries, signposting, and requests, face to face or over the telephone from patients, relatives, clinical team, hospital, pathology, and work colleagues. Manage distressed/aggressive patients safely and appropriately. Prioritize patients in need of urgent medical attention who present to reception in person or call in. Handle requests from patients and GPs for emergency calls, following protocol and dialing 999 as required. Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains tidy. Follow up on hospital appointments, test results, etc., and act upon messages from the medical team. Record visit requests and alert the duty doctor according to practice policy. Receive urgent results from the pathology department and liaise with GP to contact patients with information. Handle specimen samples from patients appropriately. Open/lock Practice premises and maintain security in accordance with Practice protocols. Ensure the telephone system has been transferred correctly to out-of-hours message. Perform general daily administration tasks such as scanning, filing, retrieving paperwork, photocopying, and faxing. Respond to post and general emails in a timely manner and email urgent requests to the hospital. Handle patient complaints by providing relevant information and informing the Practice Manager of the nature of any complaints. Input and alter computer records, including change of addresses and other admin tasks as they arise. Complete new patient registration processes as requested and with appropriate training. Act as a chaperone (once relevant training has been completed) at practice. Assist in contacting patients who fall into various target areas as requested. Advise patients of relevant charges for private services and accept payments/issue receipts. Clear and re-stock consulting rooms if required. Keep all areas of the building, noticeboards, and leaflet dispensers tidy. Attend ancillary and other staff meetings and training courses as required. Participate in an annual appraisal. Assist with the provision of cover for colleagues' absences. Support the induction and training of new staff as directed by the Practice Manager or Lead. Provide general support to the practice and project a positive and friendly image to patients and other visitors. Assist with any other duties required for the smooth running of the practice. Liaise with patients and pharmacies regarding prescription queries and requests as required. Responsibilities and overview of Contact Hub working Provide patient service support to incoming callers, tasks include but are not limited to: Completing Anima triage questionnaire with patients and actioning Anima triage outcome (booking patients into available slots). Handle general queries for patients and action appropriately or escalate as needed. Be aware of available capacity across the PCN sites and flag to lead/management if capacity thresholds are met. Seek additional information from patients to support triage decisions as required. Support the completion of assigned administration tasks. Liaise with the Hub Clinical team when clinical decisions need to be made immediately for patients. Ensure patient satisfaction by providing accurate and timely responses. Escalate patient complaints, inquiries, and feedback professionally to the contact hub officer. Identify and escalate issues to the contact hub officer. Provide signposting information to patients when necessary, confirming correctness of information with the Hub clinical team. Monitor the generic e-mail inbox for the contact hub. Use knowledge of company policies and procedures to assist patients with inquiries. Liaise with SFT (Somerset Foundation Trust) staff regarding SSWPCN patients if necessary. Person Specification Knowledge and Skills Computer literate with good keyboard skills. Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at various levels. Excellent organizational skills. Strong attention to detail and ability to transfer accurate information. Work well under pressure. Use initiative within clear boundaries, seeking advice when necessary. Demonstrate enthusiasm and a strong sense of teamwork. Ability to complete tasks to a high standard with frequent interruptions. Knowledge of medical terminology. Knowledge of the NHS/General Practice. Experience Experience of working within a team. Recognize the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures. Experience of working in a customer-focused environment. Experience of working within an administration team. Experience of working in the NHS or similar healthcare setting. Awareness of clinical systems such as EMIS. Qualifications English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3). 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.
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