Senior Patient Advisor

We are seeking a dedicated and enthusiastic Senior Patient Advisor to join our friendly and professional team. The ideal candidate will be reliable, flexible, and customer-focused, with strong organisational skills and the ability to thrive in a fast-paced healthcare setting.

Job Responsibilities

• Leading and supporting the Patient Advisor team as a shift in-charge.
• Assisting with administrative tasks, including patient registrations, referrals, prescriptions, task management, and document management.
• Delivering outstanding patient experience and supporting the clinical team.
• Flexibly covering annual leave for other patient advisors as needed.

Clerical / Administrative Duties

• Open mail and distribute as appropriate and follow protocols for insurance reports, disability reports etc.
• Processing the requests from subject request forms submitted by the patients.
• Able to do EMIS tasks and general tasks given by seniors / Manager / Clinicians.
• Request repeat prescriptions following practice protocol.
• Scan hospital and clinic letters and results into patients' medical records.
• Processing documents from workflow and forwarding to appropriate clinician (Training is provided).
• Complete new patient registrations.
• Assist with record management for deduction of patient records and preparing new patient records for filling / Amalgamations.
• Call & Recall patients for chronic disease management, smear tests, vaccinations as required.

Reception Duties

• Greeting and receiving patients and visitors in a courteous and helpful manner.
• Ensure that the reception area is not left unattended at any time.
• Monitor and maintain the display areas of reception updating information for surgery and other local resources as necessary.
• Answer the telephone and take messages accurately, passing messages to the appropriate person in a timely manner.
• Phone hospitals to obtain patients' results and follow-up appointments.
• Deal with routine verbal information, requests from patients and other callers in person and on the telephone.
• Take the initiative by solving problems or passing them on as appropriate.
• Book appropriate appointments / triages for patients, either on the telephone or in person, with the doctor and nurse.
• Keep patients informed of the reason why surgeries are running late when appropriate.
• Project a positive and professional image of the practice and report any problems as necessary.
• Handle difficult patients professionally by understanding the practice complaints procedure, explaining this to the patient and passing on the necessary information to the practice manager.
• Be aware of contacts and relationships with relevant community / local organisations for patients' information and provide this information to patients as requested.
• To be familiar with practice protocols for emergency procedures e.g.: fire, security, clinical and computer, and refer problems on immediately.
• Receive, check and sign for incoming deliveries for equipment, stationery and vaccines etc.
• Receive and deal with specimens from patients promptly, checking details and storing them in fridge ready for collection by courier.
• Produce posters / Information sheets and laminate, for patients and users of building.

General Duties

• At the end of your shift, leave the reception area tidy and ready for your colleagues. Pass information regarding unsolved or urgent problems / Queries to your colleagues or seniors.
• Log out of computers and telephones on reception, back admin office.
• Undertaking any other duties as and when necessary.
• Maintain supplies of stationery available in reception area.
• Accept delivery of vaccines as per practice protocol.

Person Specification

• Experience: Work in a Primary Care environment, Ability to communicate clearly and effectively in English, both written and verbally, Good organisational skills, Time management skills, Able to work under pressure, Working on your own initiative, IT skills (including word processing and database work), Committed to quality and customer satisfaction, Committed to equal opportunities, Available to work occasionally on Saturdays, Team worker.
• Qualifications: Secondary school education, Evidence of commitment to on-going personal and professional development.
• Other: Commitment to working as part of a multi-disciplinary, multi-agency primary care team, Openness to explore alternative working practices, Commitment to own professional development.