About this role
Job summary
Due to the a recent merger, Symphony Healthcare Services is recruiting for Patient Services Advisors to support our partnership of GP practices knows as 'Symphony South'.
This is an interesting and varied role involving reception duties, multiple administration tasks and engaging positively with our patients to provide support and guidance over the phone, online and face to face. You will also work collaboratively with the wider healthcare teams and Symphony colleagues to ensure the smooth running of our practices.
This opportunity could be a rewarding way to be part of a committed team and make a difference in patients' lives, within the local community.
The main work base for this role is the Contact Hub at South Petherton Medical Centre, however, on occasion, you may be asked to work from any of the Symphony South GP practices based in Martock, Somerton, Ilchester, Crewkerne and Stoke-sub-Hamdon.
We have 100+ permanent vacant hours available and weappreciate flexibility is key to many prospective employees, so we are offering the opportunity to work either full or part time, hours between 08:00 and 18:30, Monday to Friday (no weekend working).
The pay rate for this vacancy is £12.71, increasing to £12.95 after a successful 6 month probation.
You also have the option to join the NHS or NEST pension scheme, plus access to many other employee benefits.
Main duties of the job
Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings. Search for, register if necessary and book onto the computer system patients as they present at the desk. Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues. Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required. Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition. Follow up hospital appointments, test results etc. and act upon messages on the system from the medical team
About us
Established in 2016, Symphony Healthcare Services (Symphony) provides NHS primary care provision across 21 sites within Somerset, linked to 14 general practice contracts. The organisation cares for approximately 132,000 patients and employs around 600 staff.
Symphony is a subsidiary of Somerset NHS Foundation Trust and manages its services through the support of a central team (including HR, finance, corporate and operational governance).
Providing NHS services is at the heart of what we do. Specifically, our vision is to be at the forefront of sustainable, high quality general practice, collaborating with our communities to improve experiences and health outcomes. We work closely with our practice teams to grow, enhance, and transform our services for the benefit of patients and staff.
Symphony welcomes applications from people of all backgrounds and underrepresented groups. When undertaking recruitment and selection for our services, Symphony is committed to equality opportunity for all.
Symphony offers an NHS or NEST Pension, a fantastic range of employee benefits and salary sacrifice schemes (see attached poster), along with flexible working from day of employment and an agile approach to hybrid working (where applicable).
We look forward to hearing from you and receiving your application.
Job description Job responsibilities
Record visit requests and alert duty doctor according to practice policy. Receive urgent results as they come in from the pathology department at the hospital. Liaise with GP and contact patients with information. Handle specimen samples from patients appropriately. Open up/lock Practice premises and maintain security in accordance with Practice protocols. Ensure telephone system has been transferred correctly to out of hours message. General daily administration tasks such as scanning, filing, retrieving paperwork, photocopying and faxing Deal with and respond to post and general emails in a timely manner and email urgent requests to hospital To initially handle patient complaints by providing relevant information and by informing the Practice Manager as to the nature of any complaints, including informally made complaints. Carry out inputting and alterations to computer records, including but not limited to change of addresses, message books and any other admin tasks as they arrive. Complete new patient registration process as requested and with appropriate training Acting as a chaperone (once relevant training has been completed) at practice Assist in contacting patients who fall in to the 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 (including stationary and prescription paperwork) 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 To assist with the provision of cover for colleagues absences (leave and sickness absences). To assist/support with the induction and training of new staff as directed by the Practice Manager or Lead Offer general support to the practice and project a positive and friendly image to patients and other visitors. To assist with any other duties that may be required to ensure the smooth running of the practice. Liaise with patients and pharmacies regarding prescription queries and requests as required. Specific Criteria for working in the Hub:
Completing Anima triage questionnaire with patients and actioning Anima triage outcome (booking of patients into available slots Taking general queries for patients and actioning as appropriate or escalating where appropriate Being aware of available capacity across the PCN sites and flagging to lead/management if capacity thresholds are met. Seeking additional information from patients to support triage decisions as required Supporting the completion of assigned tasks/ administration related admin Provide signposting information to patient when necessary, confirming information shared is correct by interacting with the Hub clinical team. Monitor the generic e-mail inbox for the contact hub. Using their knowledge of company policies and procedures to assist patients with inquiries. Liaising with SFT (Somerset Foundation Trust) staff when relating to SSWPCN patients if necessary.
Person Specification
Qualifications Essential
English & Maths GCSE or equivalent (grade A*-D/grade 9 to 3)
Experience Essential
Experience of working within a team Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures
Desirable
Experience of working in a customer faced environment Experience of working within an administration team Experience of working in the NHS or similar health care setting Awareness of clinical systems such as EMIS
Knowledge and Skills Essential
Computer literate and good keyboard skills Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels Excellent organisational skills Strong attention to detail and the ability to transfer accurate information Use own 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
Desirable
Knowledge of the NHS/General Practice Knowledge of medical terminology
Core Behaviours Essential
Ability to demonstrate empathy, sensitivity and compassion to the needs of the service users and carers Flexibility and willingness to support all teams within the practice Ability to listen accurately and respond appropriately Willingness to work flexibly (potentially across multiple sites) Good understanding of the importance of confidentiality
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 Symphony Healthcare Services Limited
Address South Petherton Community Hospital
Bernard Way
South Petherton
Somerset
TA13 5EF
United Kingdom
Employer's website https://www.symphonyhealthcareservices.com/ (Opens in a new tab)