Patient Advisor
Depending on experience
Prestbury Medical Practice, Broadway, Wolverhampton, WV10 8EA
Hours of work: 25 hours per week - 12 month fixed term contract
Salary range: Depending on experience
We are a professional and friendly GP Practice looking after around 13,500 patients based in the Wednesfield/Bushbury area. The practice has recently relocated to a purpose built medical centre.
https://www.prestburymedicalpractice.co.uk/
The duties and responsibilities to be undertaken by members of the reception 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 Senior Patient Advisor/Practice Manager, dependent on current and evolving NHS requirements, practice workload and staffing levels:
Care Navigation:
• Processing personal and telephone requests for appointments, visits and telephone consultations, and ensuring callers are directed to the appropriate healthcare professional.
• Care navigate patient requests using the correct dispositions and guidelines to ensure all requests are dealt with correctly and in accordance with the patients' medical needs.
• Initiating contact with and responding to requests from patients, other team members and associated healthcare agencies and providers.• Learn and adopt the process for sign posting/navigate patients to other services available to patients.
Administration:
• Learn and adopt all practice protocols and polices.
• Process enquiries from patients, arrange appointments, explain practice procedures following practice process/protocols.
• Ensure that patients with no prior appointment but who need urgent consultation are processed accordingly.
• Explain Practice arrangements and formal requirements to new patients and those seeking temporary registration and ensure procedures are completed.
• Enter requests for home visits onto the system, ensuring careful recording of all required and relevant details and where necessary refer to Duty Doctor.
• Action prescription requests and ensure that they are processed or the patient within 72 hours.
• Advise patients of relevant charges if applicable for private (non-General Medical Services) services, accept payment and issue receipts for same (following a process).
• Ensure correct entry of patient information on to the computer.
• Check patient ID before processing and giving out any form of documentation to patients/making appointments or collecting prescriptions.
• Book extended services for patients within the Service Hub e.g. flu/COVID appointments.
• Direct patients to consulting rooms when necessary and assist patient' who require help.
• Be conversant with the complaint's procedure.
• Deal with incoming telephone calls, act accordingly, take accurate messages and pass on to the relevant person.
• Enter data into patient's electronic EMIS record.
• Action daily tasks posted on the practice clinical system.
• Book emergency ambulance where required.
• To be familiar with both practice appointment books, same day service and any day appointments, improved access, externally bookable appointments.
• To be familiar with the practice intranet.
• To check, read and respond when necessary to NHS emails / EMIS messages in a timely and professional manner.
• To activate and promote self-service check outs to patients.
• To queue bust where necessary.
• Understand the different types of appointments available to patients and book accordingly.
• Familiarise oneself with the abilities/skills sets of nursing and PCN team and allocate appointments where applicable.
• To book translators for patient appointments.
• To ensure that clinical calling in monitors are operating.
• Additional administration duties on behalf of the practitioners, Practice Manager, and Team Lead.
• Provide refreshments to GP's.
• To promote the practice website to patients.
• Undertake any other additional duties appropriate to the post as requested by the Partners or the Practice Manager.
To apply: Please send your CV to Natalie Bettles on natalie.bettles@nhs.net
Contact details for more information or an informal discussion: Natalie Bettles on natalie.bettles@nhs.net
Closing date: 13 June 2025
