Warning
This job advert has expired and applications have closed.
Senior Patient Care Advisor
| Posting date: | 25 April 2025 |
|---|---|
| Salary: | £26,530.00 to £29,114.00 per year |
| Additional salary information: | £26530.00 - £29114.00 a year |
| Hours: | Full time |
| Closing date: | 05 May 2025 |
| Location: | St Helens, WA9 3DA |
| Company: | NHS Jobs |
| Job type: | Permanent |
| Job reference: | C9409-25-0416 |
Summary
KEY DUTIES Supervise the clerical and admin team, including any Bank staff by, Providing a proactive and effective day-to-day management of the admin team ensuring all services are properly integrated to meet the needs of the service users / patients as well as any demands. Ensure adequate staffing levels and organise rotas ensuring all functions are covered as required. Deal with more complex enquiries from patients including informal complaints relating to reception functions or issues patients face. Continually assess and evaluate systems and quality, recommending changes and improvements to the practice manager as appropriate. Regularly evaluate quality of individual and team performance. Bi-monthly 1-2-1 reviews with all admin staff. Attending and holding daily team meetings (huddles). Support the annual appraisal process for reception staff Organising the staff rotas to effectively cover the areas of responsibility. Opening premises at the start of the day if first to arrive, making all necessary preparations to receive patients - following the opening protocol. When last to leave at the end of the day, ensuring that the building is totally secured, and all internal lights/equipment is off - following the closing protocol. Keeping all working environment clean, tidy and free from clutter always. Ensuring that the medical consulting rooms and waiting areas are fully stocked with essential information / supplies and are maintained to a good standard for administration purposes. Conducting daily checks to ensure Health and Safety and Legal requirements are adhered to including checking and recording room and fridge temperatures. Reporting all faults and/or repairs in a timely manner using the Trusts electronic reporting system. Undertaking all additional duties and tasks requested by the Practice Management team that are commensurate to the post. To participate and support H&S standards and documentation under the guidance of the Practice Management Team. Maintain and record incidents using the Trusts Incident Reporting system. To conduct monthly fire audits of the department and the corridor leading to the department. Carry out the relevant training course and be the fire marshal for the practice. ADMINISTRATIVE RESPONSIBILITIES Ensure an effective and efficient reception service is provided to patients and visitors to the practice by: Acknowledging a patients attendance at the desk within 2/3 minutes of arrival and advise any patients queueing for appointments of the self-check-in service. Advising patients waiting for information that you will be with them as soon as possible and to call for assistance where necessary. Observing appointments and clinics that are running late and advise patients waiting and offer apologies. Dealing with all general enquiries, explaining procedures and making new and follow-up appointments using the EMIS system. Using sound judgment and communication skills to ensure patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner, in line with the Practices guidelines. Ensuring that all new patients are registered on the electronic system promptly and accurately, this should be on the same day that they attend the practice to register. Being aware of your surroundings and of the patients in the waiting room and responding to the needs appropriately. Being aware of which Clinicians are currently working in the building and whether they have arrived for their clinics. Explaining practice arrangements and formal requirements to new patients and those seeking temporary cover, whilst ensuring the Practice procedures are completed. Receiving and making telephone calls as required on behalf of the practice and registered patients. Diverting calls and taking messages, ensuring accuracy of detail and prompt and appropriate delivery. Entering requests for home visits onto the home visiting sessions within EMIS ensuring careful recording of all relevant details and where necessary; referring to the visiting Advanced Nurse Practitioner, Advanced Clinical Practitioner or GP for advice. Actioning repeat prescription requests as per practice SOP. Receiving urine and blood samples, conducting dip testing and sending samples off for analysis in line with Practice procedures. Ensuring that all medical samples are correctly labelled. Completing identified admin tasks daily and reporting any areas of concern in a timely manner. Completing scanning, EDTs and clinical coding as necessary. Ensuring Practice emails are checked and responded to daily or are appropriately filed. Advising patients of relevant charges for private (Non-General Medical Services) services, accepting payments and issuing receipts. Entering patient information on the appropriate Practice systems in line with correct procedures and timeframes. Managing difficult/confrontational situations in a calm and reassuring manner and if a patients/visitors behaviour becomes unacceptably abusive or aggressive referring to your line manager for support. Screening enquiries for the doctors and medical staff. Ensuring you provide a professional, timely and detailed handover to the receiving member of staff in your team. To have a comprehensive knowledge of the Trusts information systems, including the GP programmes, EMIS, Docman etc. Retrieving and re-filing records as required. Ensuring correspondence, reports, results/scanned documents are filed promptly and in the correct records. Accurately collecting, storing and retrieving personal patient details and information in line with data protection and Caldecott requirements. Ensuring all recent correspondence is available when patients are seen by clinicians. Ensuring all paper records are kept in good repair with all necessary information on the outside cover clearly visible, until they are archived through the correct procedure. Opening and date stamping post and then forwarding it onto the relevant parties in line with Practice procedures. Writing letters and correspondence on behalf of the surgery and medical staff. Liaising with couriers and delivery companies. Ensure all staff are adhering to practice policies in relation to patient records, notes and correspondence and support staff with any further developments or training needs. Ensuring all referrals are sent in the correct manner and time frames, ensuring the team prioritised any urgent referrals. Provide support and guidance to other team members in dealing with enquiries and offer non-clinical advice to patients, staff and other surgeries. This may require tact and persuasive skills when resolving problems and difficulties when there is a need to overcome barriers to understanding. Deal with complaints on a first line basis or refer to the relevant department / member of staff. TEACHING & TRAINING RESPONSIBILITIES Induction and training of all new staff to agreed standards and complete any necessary paperwork. Oversee e-learning, training and development of all admin staff. LINE MANAGEMENT/SUPERVISORY RESPONSIBILITIES Deputise in the absence of the Practice Management Team. Always support the administration team. Support the development of Practice protocols and procedures, review and update as required, ensuring that any policy decisions or changes are communicated to the admin team, implemented and monitored. Ensure Practice premises are properly maintained, cleaned and that adequate fire prevention and security systems are in place. Support the development and review Health & Safety policies and procedures and keep abreast of current legislation. Arrange appropriate maintenance for Practice equipment if necessary. To support the Patient Care Advisors and meet regularly to understand what tasks are being undertaken and what is needed. To ensure that there are adequate staff members on shift and identify any areas of additional support needed. Propose any changes to working practices and procedures to cover any system changes brought about by local and national guidance. To ensure that the day-to-day allocation of workload for the team is achieved and both own and the teams work is prioritised appropriately. To support the senior management team with the development and maintenance of the practices aims and objectives. To support staff on a day-to-day basis and help to deal with both confidentially and competently with either distressed or aggressive service users. Liaise with the clinical team to ensure the smooth running of the department. Cover roles within the department as and when required. To be involved in or take the lead (as appropriate) in specific projects that may be undertaken from time to time. To assist in the process of change management ensuring staff are fully informed. FINANCIAL RESPONSIBILITIES To assist the management team with the production of legal reports or letter requests and create invoices to send to the companies of charges along with invoices for patient charges. Bank any cash monies into the general office and ensure the financial spreadsheet is always up to date. RESEARCH & AUDIT To support the Primary Care Business Manager in retrieving data and notes for audit and analysis as well as supporting the management team in maintaining and ensuring the continued quality assurance audits are completed in the time scale. Attend practice meetings which may include actions from the clinical team to produce audits or research. Assist the Research Leads and Management Team in practice to provide research and development opportunities.