Job Introduction
Job title: Patient Services Advisor
Location: Cricketfield Surgery, Newton Abbot
Salary: Up to £25,838.00 depending on experience
Hours: 37.5
Help us to deliver great primary care by improving access, outcomes and patient experience.
At Operose Health, we delivery local primary care, at scale. It is our purpose to improve access, outcomes and patient experience. Our colleagues live our values and our empowered to be the best they can be for our patients, and each other – because we CARE.
Caring
We listen and through compassion, understanding and a willingness to keep an open mind, we support and empower people to have a healthier future.
Ambitious
Through determination and our passion for transforming the patient experience, we continue to redefine and revolutionise the future of primary care.
Resourceful
Creative, agile, with a devotion for lifelong learning, we go above and beyond to improve the quality of our services.
Excellence
We strive to do the best we can do and be the best we can be for our patients, employees and NHS partners.
Role Responsibility
As a valued member of the Operose Health team, your key duties will include:
• Deliver a professional, welcoming and patient-centred service, ensuring patients, carers and visitors receive a positive experience when contacting or attending the practice.
• Manage enquiries efficiently and sensitively, ensuring information is communicated accurately and in line with practice policies and procedures.
• Receive, make and manage telephone calls as required, ensuring messages are relayed accurately and promptly.
• Act as a Care Navigator, directing patients to the most appropriate clinician, healthcare professional or service according to their needs.
• Register, update and maintain patient information accurately using clinical and administrative systems.
• Support the safe opening and closing of the premises, including alarm activation/deactivation where required.
• Work collaboratively with colleagues to ensure the smooth running of the practice and the delivery of high-quality patient services.
Additional Job Responsibilities:
• Provide an efficient reception and administrative service to patients, visitors and members of the multidisciplinary team.
• Support the registration of new patients and temporary residents, ensuring all relevant procedures are completed.
• Advise patients of applicable charges for non-NHS services in accordance with practice protocols.
• Undertake administrative duties including scanning, filing, photocopying, document management and data processing.
• Accurately process, record and distribute information using practice systems, including SystmOne and workflow management processes.
• Manage incoming and outgoing correspondence, ensuring documentation is processed appropriately and within agreed timescales.
• Maintain accurate electronic and paper records in accordance with information governance standards and confidentiality requirements.
• Support colleagues across the wider Patient Services Team during periods of absence, increased demand or operational pressures.
• Work flexibly across practice teams and, where required, across multiple sites.
• Embrace changes to systems and ways of working, contributing positively to service improvement and organisational development.
• Undertake any other duties commensurate with the role, as reasonably requested by the Partners, Practice Manager or other authorised managers.
The Ideal Candidate
What we look for in new colleagues:
- Reception or customer care experience is essential as well as an excellent communicator both spoken and written.
- Must have basic PC skills such as Word, Excel and email.
- Able to work within processes, procedures and maintain confidently and data security.
- Previous experience of working in the NHS is welcome but not essential.
Package Description
How we’ll support you:
- 27 days annual leave plus bank holidays pro rata.
- Access to our bespoke learning management system and annual formative clinical assessments to support competency development.
- The benefits of working with an at scale provider of primary care means that we lots of opportunities for our colleagues to specialise and develop.
- Car benefit scheme – specialising in electric vehicles.
- Cycle to work scheme.
- Travel season ticket loans
- Discount cards.
- Employee wellbeing services including free yoga videos and employee wellbeing app.
About the Company
We provide local primary care, at scale
Operose Health delivers primary care to over 700,000 registered patients, across 82 locations in 16 ICB areas. We have over 250,000 attendances at our urgent care centres and support some of the most vulnerable people through our specialist GP surgeries.
Our clinical model of localised delivery allows services to concentrate on local health needs, priorities and connections - whilst benefitting from the regional and centralised support that scale provides.
We transform communities and reduce heath inequality
Our patients are our partners and we are committed to empowering and supporting them to lead healthier lives. We use patient feedback, our innovative data systems and scale to adapt services to meet local need, reduce health care inequality and drive integration within our neighbourhoods.
We have a unique offering in the NHS
Through our reach, innovative data systems, scale and determination, we have the capability and insight to support the NHS with access and delivery challenges.
We care
We care about our patients, our people, our communities and neighbourhoods, and the future of primary care. We are led by our values and are a trusted provider in the NHS.
