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Apprentice Patient Advisor

Westgate Medical Practice
Pay: £187.50
Location: Lancashire Morecambe United Kingdom
Category: Entry Level
Available from: Jul 2019
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E03031189
2019-06-19 2019-07-16

Job Description

As an apprentice Patient Advisor at Bay Medical Group you will have the chance to develop a large amount of knowledge and experience.



Upon your successful completion of this apprenticeship not only will you have a recognised qualification, you will also have gained so much understanding of general practice, the NHS and real customer service skills. Patient Advisors really do make a difference to how well the Practice performs; they are the first point of contact for most people who access the NHS.  It is a great place to start your career.



The duties and responsibilities to be undertaken by members of the Patient Advisor Team may include any or all of 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:




  • Provide clear concise information to patients

  • Acknowledge all visitors on arrival

  • Registration of new/temporary patients to be in accordance with the Practice Protocol, ensuring the patients reside within the Practice boundaries, and explaining all relevant practice procedures to these patients

  • Arrange all routine appointments for patients including: GP, Nurse, HCA, Phlebotomy and all other service providers for whom we run appointment systems

  • Patients requiring urgent medical assistance on the day are to be assessed appropriately, ensuring the UC Protocol/SDS/Triage protocols are referred to and followed at all times

  • Respond to all queries and requests for assistance from patients and other visitors – either via desk or telephone

  • Be aware of the clinicians currently working in the building, observe clinics running late and advise patients who are waiting and apologise

  • When accepting any specimen samples - ensure that this is documented on patients’ records and relevant clinician is notified as necessary

  • Communicate test results to patients 

  • Advise patients of relevant charges for Private Services.  Take payment and issue receipts in accordance with the Reports/Private work Protocol

  • Deal with medication requests.  Liaise closely with the Practice Medicine Management Team

  • Distribute prescriptions to patients/chemists ensuring the signing out book on reception is completed correctly

  • Arrange urgent ambulance transportation at the request of a clinician; ensuring a booking reference is obtain and documented on the patients records

  • Provide an efficient and detailed handover to the colleague taking over from your shift

  • Liaise with service providers such as District Nurses, Practice Nurses, Health Visitors, Midwife and other service providers

  • Individual staff folders to be maintained and kept up to date at all times

  • Complete Tasks and Workflows on a daily basis; ensuring individual task/workflow sheet completed and passed to senior receptionist at the end of each shift

  • Outlook Emails to be read carefully/daily and Outlook to be kept open during each shift, with attention paid to updates

  • Provide administrative support to the Practice such as opening, dating and distributing mail, faxing/ photocopying and other general admin tasks

  • Ensure all doors to the building, all windows and our rooms are closed and locked at the end of each working day

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

  • Provide infection control services such as cleaning after spills or accidents, which may include bodily fluids

  • Provide chaperone duties for patients



Practice Appointment Systems:




  • Ensure total familiarity with all appointment systems in effect including any variations

  • Follow Practice Protocols for booking appointments e.g. Nurse Matrix, UC Protocol, Same Day Service Protocol

  • Task Admin staff to arrange medicals i.e HGV, Taxi etc.



Prepare Consulting Rooms:




  • Ensure that consulting rooms are prepared in readiness for each consulting session, checking full range of forms and equipment, restocking where required

  • Ensure that the consulting rooms are checked at the end of each consulting session and left tidy and secure.  Checklist on sites to be completed daily



Urgent Care phone room:




  • Be available and logged on your computer/telephones at start of each shift

  • Receive calls and manage all enquires as required ensuring patient confidentiality is upheld at all times

  • Make every contact count - ensure calls cleared fully at the time, removing the need for unnecessary call backs

  • Liaise closely with Duty Team ensuring UC protocol is followed at all times

  • Complete EMIS/Same Day Service Templates fully for all Urgent Care appointments

  • Report any problems with phone/IT systems to Urgent Care Manager

  • Telephone calls must be answered swiftly and processed efficiently and courteously

  • Ensure UC Protocols are referred to; and if unsure liaise with UC or Site Manager/Duty Doctor/Advanced Practitioner

  • All staff to notify the Urgent Care Manager prior to logging out of the phones for any reason/end of shift

  • Work station/headsets to be kept clean, tidy and in good state of repair

  • Actively participate in regular telephone call review monitoring with line manager to improve quality of the patient experience



Confidentiality:




  • Understand the responsibility of self and others regarding the Freedom of Information and Data Protection Act (and from May 2018 the GDPR)



Equality and diversity:




  • The post-holder will support the equality, diversity and rights of patients, carers and colleagues



Quality:




  • The post-holder will strive to maintain quality within the practice



Miscellaneous:




  • To work closely with all members of the Practice team and undertake any other duties as may be required from time to time across any of the sites in Morecambe and Lancaster


Personal Qualities :

  • Organised

  • Enthusiastic

  • Positive, friendly disposition

  • Good interpersonal skills

  • Willingness and motivation to learn and develop

  • Focussed on delivering a quality service

  • Understanding of confidentiality

  • Good attendance/ time keeping record

  • Physically able to undertake responsibilities of the role

  • Presentable and tidy appearance



Skills Required :

  • 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



Future Prospects :

  • There is the chance for the right candidate to be offered a permanent post once the apprenticeship year ends


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