About this role
Job summary
The purpose of this role is to be a trusted, caring, and informative person to and for our patients when they require access to our services or support. In doing this you will be the main point of contact between doctors, patients, and other medical colleagues.
Please note there is both a permanent role and a fixed term role available. Specific number of hours per work can be discussed at interview.
Main duties of the job
Please see attached job description and person spec for full details
Provide a caring, informative, and professional service to patients and others with regard to appointments, queries and other information supporting the all-round care that patients receive at our surgeries.
Provide support services to all members of the Practice team across our sites, including a range of administrative tasks relating to care, record keeping and communication.
This is a part-time role - there may be flexibility around the number of weekly working hours. This will be further discussed with shortlisted candidates at interview.
NB. The post holder must understand that whilst this post may primarily be based at one of the Middlewood practice bases, flexibility will be required to work from any of the bases within the Partnership, according to business need. Working hours will be variable, with the working week being organised according to a rota. Hours will be notified in advance.
We reserve the right to close the vacancy early should we receive sufficient suitable applications. Early application is therefore encouraged.
About us
The Middlewood Partnership is a GP Practice and Primary Care Network of 34,500 patients, established in April 2019. We operate from 4 sites across Bollington, Disley and Poynton and we are looking for an enthusiastic individual who shares our values and has the energy and skills contribute to shaping how we deliver care for the future, to join the Middlewood Partnership as a Patient Services Advisor
Job description
Job responsibilities
Please refer to attached job description for full details
Key tasks include
Booking patient appointments with GPs or other health professionals using the practice appointments system
Supporting patients in accessing our on-line digital request system
Explaining practice arrangements to new patients who register with the practice both on a permanent and a temporary basis
Responding and helping with all queries and requests for assistance from patients and othervisitors.
Being positive and supportive and treating everyone with dignity and respect.
Directing enquiries to the appropriate people and understanding and managing patient expectations through effective questioning.
Chaperoning during clinical consultations, as required following training and support
Sometimes there can be difficult conversations and part of the role will be handling these situations in a calm and professional manner with support from colleagues.
Being responsible, alongside colleagues, for opening and closing procedures for the surgery following suitable training
Responding to all general patient enquiries and following and directing patients through our practice processes and procedures. This includes but is not limited to; new patient registrations, requests for patient access, repeat prescription requests, requests for patient information such as Subject Access Requests and receiving samples from patients.
Ensuring that colleagues are provided with any information about any unresolved or urgent matters either using the message book or internal email.
Prioritise workload according to daily requirements, through consultation with the Reception Manager and other team members.
Keeping all areas in the surgery tidy especially the reception and waiting room areas.
Ensuring that all outgoing patient correspondence is filed in order ready for collection.
Taking payments and issuing receipts for non-NHS work where appropriate.
To ensure that all patient records are kept up to date within the remit of the role.
To ensure that our strict confidentiality guidelines are adhered to
To ensure that all equipment in the reception area is working before the start of the session, and during a shift, reporting any faults as and when discovered, to the Practice Operational Manager.
To use all IT systems to enhance communication to patients
To carry out any duties that maybe necessary to assist with the smooth running of the surgery
Flexibility is essential to cover for annual leave, absence, and all other instances.
Benefits
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.
- flexible pension benefits including NHS pension scheme
- employee assistance programme
- flexible working policy
Person Specification
Other
Essential
- Access to own transport and ability to travel across the locality
Qualifications
Essential
- Good standard of education with excellent literacy and numeracy skills
- Excellent keyboard and word processing skills
Experience
Essential
- 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
Desirable
- Experience of working in a healthcare setting
- Knowledge of clinical systems
- Knowledge and experience of safeguarding
Skills and Aptitude
Essential
- 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
- Excellent time management skills
- 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.
Employer details
Employer name
The Middlewood Partnership
Address
Bollington Medical Centre
Wellington Road
Bollington
Macclesfield
Cheshire
SK10 5JH
United Kingdom
Employer's website
https://middlewoodpartnership.co.uk/ (Opens in a new tab)