• Job Description

  Req#: A3044-24-0009?language=en&page=17&sort=publicationDateDesc

  Job summary

  We are currently looking for enthusiastic, customer focused Patient Advisors to join our friendly team working on reception and in our phone room. This is a vital role and requires strong customer service skills. Previous NHS experience is not necessary, but you should have a real interest in being part of team working to improve patient outcomes.

  Vacancy C: Hours per week are 20.5. Working hours are Tue 1.00 - 6.30pm in our phone room at West End Surgery, Wed 1.00 - 6.30pm in our phone room,, Thurs 8.00 - 1.00pm in our phone room, Fri 8.00 - 12.30pm in our phone room.

  We operate out of 5 sites across Morecambe and as a Patient Advisor whilst you will have one site identified as your main site, you may be asked to work in any of these. You will also be rota'd to work some of your shifts in the phone room at West End.

  We are keen to hear from you if you enjoy providing outstanding customer service, and have excellent communication and IT skills. We are looking for a flexible approach and good team work.

  We offer an excellent in depth training plan over a number of weeks. As a Patient Advisor we can offer training opportunities such as medical terminology courses and NVQ's.

  Interview date week commencing 13th May 2024.

  Main duties of the job

  Act as an ambassador for the Practice, presenting a positive and welcoming image to patients, visitors.

  Be the first point of contact for all patients/visitors attending or contacting the Practice via telephone and online.

  Work as part of the Practice team and provide a key point of contact for communication between all patients, members of the primary health care team, secondary care and other associated healthcare professionals, voluntary services, and outside agencies.

  Work in line with our established processes, policies, and procedures to provide a comprehensive high-quality service.

  Responsible for the general administrative duties and reception duties within the Practice.

  Working for us we can offer you:

  A comprehensive induction to the role and training plan

  Access to the NHS Pension Scheme

  Possible career development in customer service, health care and administration

  Incremental annual leave scheme starting at 20 days annual leave plus 8 Bank Holidays, and increasing by 1 day each year to 25 days annual leave plus 8 Bank Holidays after 5 years service (all pro rata)

  Access to Occupational Sick Pay scheme after one year.

  Access to NHS discount scheme

  Cycle to work scheme

  About us

  Bay Medical Group is proud to be the single at scale provider of general practice services to the population of Morecambe and Heysham. We are based in 5 sites across the town and have a patient population of c54,000. Operating in a distinct geographical area we established Bay Primary Care Network (PCN) in 2019 and work closely with other service providers and voluntary sector to improve the health and wellbeing of our local population.

  For further information about the benefits of working for us visit https://www.baymedicalgroup.co.uk/benefits

  We are pleased to take part on the Mind Mental Health Charity Workplace Index and receive a bronze award for the second year running as an employer achieving change.

  Bay Medical Group - for happier, healthier people

  We reserve the right to close this vacancy early if we receive sufficient applications for the role.

  Date posted

  12 April 2024

  Pay scheme

  Other

  Salary

  £11.44 an hour

  Contract

  Permanent

  Working pattern

  Part-time

  Reference number

  A3044-24-0009

  Job locations

  Bay Medical Group

  1 Heysham Road

  Heysham

  Morecambe

  Lancashire

  LA3 1DA

  
  

  Job description

  Job responsibilities

  The duties and responsibilities to be undertaken by members of the Patient Advisor Team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the Practice Operations Manager, dependent on current and evolving practice workload and staffing levels:

  Patient facing

  Acknowledge all patients on arrival in a friendly and welcoming manner, signpost to appropriate services and support with access to appointments within general practice/other service providers. Clear, concise, and effective communication with patients/carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating.

  Respond to all contact, queries, and requests from patients/visitors either via reception desk, telephone, or online in a timely, courteous, and professional manner. Ensure confidentiality is always upheld, information provided to the patient as advised by the clinician.

  General duties

  Be available, logged on and ready at the beginning of each shift desk/phone room.

  Action daily checklists/procedures, including safe removal of clinical waste from rooms, restocking rooms/reception area.

  Knowledge of infection prevention control safe cleaning of spills/accidents, which may include bodily fluids.

  Act as a chaperone at the request of the clinician and/or patient.

  Be aware of clinics on site cancel clinics/rearrange appointments, monitor clinics running late and inform patients.

  Knowledge of private services offered and take payments for these.

  Task workload complete Practice urgent/routine tasks, and own tasks.

  Deal with medication queries including processing prescription requests, liaising with medicines management team with script queries, sign out paper prescriptions to patient/chemist collections, ensure patient Electronic Prescribing Service (EPS)nominations are up to date.

  Liaise with different service providers around patient care ambulance service in emergency situations, District Nurses, Health Visitors, Maternity, and various other service providers.

  Move sites where staffing levels require this.

  Ability to work under pressure and react effectively to emergency situations.

  Report incidents using the Practices Incident reporting System.

  IT

  Good working knowledge of Microsoft office, Outlook, and Teams.

  Process/record data on Practice IT systems in accordance with Practice procedures, in line with confidentiality policies.

  Read and action Outlook emails/MS Teams communications daily including weekly briefs and daily updates.

  Report any problems with phone/IT systems to Line Manager/IT Department/Service Desk.

  Appointment Booking

  Total familiarity with the Practices various appointment booking systems, follow appointment booking protocols.

  Liaise with various teams in booking specialist appointments e.g. steroid injections, long term conditions, medicals, minor surgery.

  Assist in assigning and actioning AccuRx medical/admin inboxes, booking patient appointments as directed by the Clinical Assessment Team (CAT).

  Ensure Urgent Care Protocols are referred to as required by management/CAT Team; liaise with UC or Site Manager/CAT Team if unsure.

  Team working

  Communicate effectively with team members.

  Understand own role and scope and identify how this may develop over time.

  Provide detailed handover to colleagues taking over your shift.

  Provide training and support to new Patient Advisor colleagues joining the team.

  Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.

  Participate in and support local projects as agreed with the practice management team.

  Participate in team activities/learning events to improve skills and knowledge, and patient care.

  Building Security

  Ensure all doors to the building, all windows and our rooms are closed and locked at the end of each working day. Report building issues to the Site Manager.

  Alarm to be set when you are the last members of the Practice to leave the building.

  Job description

  Job responsibilities

  The duties and responsibilities to be undertaken by members of the Patient Advisor Team may include any or all the items in the following list. Duties may be varied from time to time under the direction of the Practice Operations Manager, dependent on current and evolving practice workload and staffing levels:

  Patient facing

  Acknowledge all patients on arrival in a friendly and welcoming manner, signpost to appropriate services and support with access to appointments within general practice/other service providers. Clear, concise, and effective communication with patients/carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background, and preferred ways of communicating.

  Respond to all contact, queries, and requests from patients/visitors either via reception desk, telephone, or online in a timely, courteous, and professional manner. Ensure confidentiality is always upheld, information provided to the patient as advised by the clinician.

  General duties

  Be available, logged on and ready at the beginning of each shift desk/phone room.

  Action daily checklists/procedures, including safe removal of clinical waste from rooms, restocking rooms/reception area.

  Knowledge of infection prevention control safe cleaning of spills/accidents, which may include bodily fluids.

  Act as a chaperone at the request of the clinician and/or patient.

  Be aware of clinics on site cancel clinics/rearrange appointments, monitor clinics running late and inform patients.

  Knowledge of private services offered and take payments for these.

  Task workload complete Practice urgent/routine tasks, and own tasks.

  Deal with medication queries including processing prescription requests, liaising with medicines management team with script queries, sign out paper prescriptions to patient/chemist collections, ensure patient Electronic Prescribing Service (EPS)nominations are up to date.

  Liaise with different service providers around patient care ambulance service in emergency situations, District Nurses, Health Visitors, Maternity, and various other service providers.

  Move sites where staffing levels require this.

  Ability to work under pressure and react effectively to emergency situations.

  Report incidents using the Practices Incident reporting System.

  IT

  Good working knowledge of Microsoft office, Outlook, and Teams.

  Process/record data on Practice IT systems in accordance with Practice procedures, in line with confidentiality policies.

  Read and action Outlook emails/MS Teams communications daily including weekly briefs and daily updates.

  Report any problems with phone/IT systems to Line Manager/IT Department/Service Desk.

  Appointment Booking

  Total familiarity with the Practices various appointment booking systems, follow appointment booking protocols.

  Liaise with various teams in booking specialist appointments e.g. steroid injections, long term conditions, medicals, minor surgery.

  Assist in assigning and actioning AccuRx medical/admin inboxes, booking patient appointments as directed by the Clinical Assessment Team (CAT).

  Ensure Urgent Care Protocols are referred to as required by management/CAT Team; liaise with UC or Site Manager/CAT Team if unsure.

  Team working

  Communicate effectively with team members.

  Understand own role and scope and identify how this may develop over time.

  Provide detailed handover to colleagues taking over your shift.

  Provide training and support to new Patient Advisor colleagues joining the team.

  Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working.

  Participate in and support local projects as agreed with the practice management team.

  Participate in team activities/learning events to improve skills and knowledge, and patient care.

  Building Security

  Ensure all doors to the building, all windows and our rooms are closed and locked at the end of each working day. Report building issues to the Site Manager.

  Alarm to be set when you are the last members of the Practice to leave the building.

  Person Specification

  Qualifications

  Essential

  • Good level of education

  Desirable

  • GCSE English and Maths
  • NVQ in Customer Service or prepared to undertake NVQ

  Skills

  Essential

  • Excellent communication skills
  • Confident working with people face to face and over the telephone
  • Keyboard skills for regular use of computer systems
  • Organisational skills
  • Accuracy
  • Mentally and emotionally able to deal with the demands of the role e.g. distressed patients/ pressurised environment

  Desirable

  • Knowledge of medical terminology
  • Use of EMIS system

  Characteristics

  Essential

  • Focussed on delivering a quality service
  • Can function under pressure.
  • Understanding of confidentiality.
  • Confident with delegated responsibility.
  • Good attendance/ time keeping record.
  • Physically able to undertake responsibilities of the role
  • Presentable and tidy appearance

  Experience

  Essential

  • Proficient in use of Microsoft Word, Outlook
  • Operating as part of a team

  Desirable

  • Working in a Primary Care setting.
  • Customer Service

  Other

  Essential

  • Reliable transport
  • Flexible to work across sites and early mornings/ evenings in line with business needs

  Desirable

  • Owns car

  Person Specification

  Qualifications

  Essential

  • Good level of education

  Desirable

  • GCSE English and Maths
  • NVQ in Customer Service or prepared to undertake NVQ

  Skills

  Essential

  • Excellent communication skills
  • Confident working with people face to face and over the telephone
  • Keyboard skills for regular use of computer systems
  • Organisational skills
  • Accuracy
  • Mentally and emotionally able to deal with the demands of the role e.g. distressed patients/ pressurised environment

  Desirable

  • Knowledge of medical terminology
  • Use of EMIS system

  Characteristics

  Essential

  • Focussed on delivering a quality service
  • Can function under pressure.
  • Understanding of confidentiality.
  • Confident with delegated responsibility.
  • Good attendance/ time keeping record.
  • Physically able to undertake responsibilities of the role
  • Presentable and tidy appearance

  Experience

  Essential

  • Proficient in use of Microsoft Word, Outlook
  • Operating as part of a team

  Desirable

  • Working in a Primary Care setting.
  • Customer Service

  Other

  Essential

  • Reliable transport
  • Flexible to work across sites and early mornings/ evenings in line with business needs

  Desirable

  • Owns car

  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

  Bay Medical Group

  Address

  Bay Medical Group

  1 Heysham Road

  Heysham

  Morecambe

  Lancashire

  LA3 1DA

  
  

  Employer's website

  https://www.baymedicalgroup.co.uk/ (Opens in a new tab)

  Employer details

  Employer name

  Bay Medical Group

  Address

  Bay Medical Group

  1 Heysham Road

  Heysham

  Morecambe

  Lancashire

  LA3 1DA

  
  

  Employer's website

  https://www.baymedicalgroup.co.uk/ (Opens in a new tab)

• About the company

  National Health Service (NHS) is the umbrella term for the publicly-funded healthcare systems of the United Kingdom (UK). The founding principles were that services should be comprehensive, universal and free at the point of delivery—a health service based on clinical need, not ability to pay. Each service provides a comprehensive range of health services, free at the point of use for people ordinarily resident in the United Kingdom apart from dental treatment and optical care.

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