About this role
Job summary
Knowsley Medical Centre are looking for someone who is enthusiastic and a great team player to join our friendly Practice as a Patient Advisor.
In the patient advisor role, you will be front-of-house at our primary reception desk and will be responsible for welcoming visitors and managing patient enquiries on a daily basis.
It is crucial to provide outstanding service to all patients, both over the phone and in person, whilst addressing any concerns and minimising complaints to maintain a high level of patient satisfaction.
This role is for 30 hours per week, between 08:00 and 18:30, Monday to Friday.
Interviews for this vacancy are being held on 23 July.
Main duties of the job
Act as the main point of contact for the practice, welcoming patients, medical students, pharmaceutical reps, and external visitors from the CQC and ICBHandle a high volume of face-to-face and telephone enquiries from patients and other healthcare professionals, helping them navigate services efficientlyManage the clinic diaries by booking patients in with GPs and other healthcare staff quickly and accurately to minimise waiting timesGenerate and process repeat and routine prescription requests accurately and efficiently in line with practice guidelinesUpdate and maintain electronic patient records, handling clinical coding and document processing using DocmanStay on top of daily workflow tasks, patient messages, and incoming correspondence in the generic practice email inboxSupport the team by preparing meeting agendas, distributing paperwork, and taking accurate minutes during staff meetingsMonitor stock levels and handle ordering to ensure the reception area and front desk have all necessary suppliesTake responsibility for the reception environment, keeping patient noticeboards and information leaflets organised, accessible, and up to date
About us
Knowsley Medical Centre is a long established, forward thinking and dynamic GP Practice, rated as Good by the CQC. The Practice currently serves around 4,000 Patients and is located in Bury close to the Town Hall. The Practice has a strong and dedicated team who work closely together to provide the best in quality healthcare.
Job description Job responsibilities
Working front of house on our main reception desk greeting visitors and dealing with patients enquiries on a daily basis. Checking and arriving patients, ordering medication for patients, booking appointments and arranging home visits. Must have excellent telephone skills and communication skills.
Care navigation will be required to direct patients to the appropriate Healthcare professional. Providing excellent standards of service to all our patients over the telephone and face to face. Addressing any concerns and reducing complaints coming into the practice ensuring the practice has an excellent patient satisfaction rate.
Staff members will also be required to attend the practice monthly meetings, take minutess and prepare agendas.
Applicants must be available to work between the hours of 8:00 and 18:30, Monday to Friday. Shifts will be allocated on a rota basis and be able to work at the sister site in central Bury when required.
See Job Descruption for further details.
Person Specification
Inter-Personal Skills Essential
Must be able to work as part of a team and contribution to Practice meetings. The succesful candidate will be required to present on occasions and take minutes / prepare agendas. Good time management. Excellent communication skills.
Desirable
Speak additional languages
Communcation Essential
Excellent telephone and communication skills Excellent problem solver Ability to de-escalate complaints Be a team player, but also able to work using own initiative
Desirable
High attention to detail
Previous Experience / Training Essential
Experience of working with the public in a fast paced environment. Previous history of working in a healthcare setting preferred. Computer experience i.e. Word and Excel literate. Experience in handling a high volume of calls and dealing with a variety of enquiries.
Desirable
Familiarity with Emis and Docman
Experience Essential
Minimum 1 years experience of working in a GP Practice Excellent communication skills and attention to detail Must have excellent telephone skills and be used to working in a fast-paced environment and be adaptable to change Ideally must have experience of working with the public in a face paced environment. Previous history of working in a healthcare setting preferred Computer experience Word, Excel, Emis and Docman Must also be used to dealing with a high volume of calls, dealing with a variety of enquiries in a fast paced working environment.
Qualifications Essential
Educated to GCSE level or equivalent including grade C / grade 4 or above in Maths and English. Computer literate
Desirable
Minute taking Customer Service - certificates of experience or previous job history Safeguarding, BLS, Infection Control and Complaints training
Other Essential
Must be observent in order to identify any potential issues and have a key eye for detail. Must also be able to work at our other site [Rock Healthcare Ltd] when required by the management team to ensure business continuity.
Job Related Achievements Essential
Telephone experience [high volume of calls] Excellent Face to face contact with visitors and patients Care Navigation
Desirable
Previous experience of healthcare administration tasks
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.
Employer details Employer name BARDOC
Address Knowsley Medical Centre
9-11 Knowsley Street
Bury
Lancashire
BL9 0ST
United Kingdom
Employer's website http://bardoc.co.uk/ (Opens in a new tab)