Patient Services Advisor

Overview

Are you ready toembark on a rewarding career as a Patient Services Advisor with our dynamic andinnovative group of GP Practices in Headington and the surrounding area? We areseeking compassionate, empathetic and positive individuals with a passion forexcellent customer service and communication skills, a knack for technology anda commitment for delivering excellence in a fast-paced call centredenvironment. While prior call centre experience is desirable, it is not adeal-breaker we provide comprehensive training to ensure your success in therole.

As a PatientServices Advisor, you will be at the forefront of our commitment to enhancingthe well-being of the communities we serve. If you are eager to contribute toour mission, we would love to welcome you to join our team.

Main duties

Responding topatient inquiries over phone

Warm reception ofpatients during in-person visits

Addressing their questions and concerns

About us

Join a team thathas successfully managed public health initiatives, fostered collaborationswith neighbouring practices and actively participated in the Covid Vaccinationprogramme, making a tangible difference in the lives of our patients. Ourworkplace culture places a strong emphasis on staff well-being, offering teambuilding activities like Annual Away Days, exciting staff outings (including aboat trip this summer), and legendary summer and Christmas parties. We alsohave a Hedena running club for all those interested!

Located in theheart of Oxford next to a beautiful park, our office boasts free on-site staffparking, a sunny Quad for morning coffees, and regular deliveries of freshfruit and homemade treats, enhancing the overall work environment. With a focuson work-life balance, we operate from 8 am to 6 pm (8 am 8 pm on Wednesdays andThursdays), with a Saturday morning clinic on a rotational basis for allPatient Services Advisors.

Don't miss thechance to be part of a team that values your contribution. Apply today anddiscover a fulfilling career with competitive compensation starting from £12.00per hour, along with benefits such as additional leave, a company pension, freeon-site parking, referral programs, and store discounts. Act quickly, as we mayclose the vacancy early with a high number of applicants. We look forward towelcoming you to our innovative and friendly team at Hedena!

Job responsibilities

Overall Responsibility:

Purpose of the post: as a Patient Services advisor you will be working in a small but dynamic team and in many cases you will be the first person that a patient comes into contact with. Your role is to ensure that a patient is given the most appropriate appointment at the earliest opportunity. You will deal with all patients in a professional and friendly manner.

Front Desk

Welcome patients/visitors at the front desk and respond to all requests in a friendly, helpful, and courteous manner

Explain arrangements and formal requirements for new registrations and ensure documentation/registration process is completed correctly.

Ensure each new patient is given a registration pack which includes the registration form, patient questionnaire, information on the OCS, SCR and relevant opt out forms.

Advise patients of private charges before booking non-NHS appointments and receive payments/issue receipts.

Educate patients about the services offered and systems at Hedena Health including:

• Telephone Consultations/Appointment System
• Appointments Online signup
• SMS Text reminders
• Chronic disease recalls
• Triage/Home Visits
• Repeat prescribing process
• Be completely familiar with the appointments system and monitor the flow of patients to consulting rooms.

Advise patients if the clinician is running more than 15minutes late

Receive/store/prepare samples for collection according to protocol

Receive deliveries and advise addressee of arrivalEnsure that workstations and the reception area in general are kept neat and tidy. Job description Job responsibilities

Overall Responsibility:

Purpose of the post: as a Patient Services advisor you will be working in a small but dynamic team and in many cases you will be the first person that a patient comes into contact with. Your role is to ensure that a patient is given the most appropriate appointment at the earliest opportunity. You will deal with all patients in a professional and friendly manner.

Front Desk

Main duties:

Welcome patients/visitors at the front desk and respond to all requests in a friendly, helpful, and courteous manner

Explain arrangements and formal requirements for new registrations and ensure documentation/registration process is completed correctly.

Ensure each new patient is given a registration pack which includes the registration form, patient questionnaire, information on the OCS, SCR and relevant opt out forms.

Advise patients of private charges before booking non-NHS appointments and receive payments/issue receipts.

Educate patients about the services offered and systems at Hedena Health including:

• Named Doctor System
• Telephone Consultations/Appointment System
• Appointments Online signup
• SMS Text reminders
• Nurse Minor Illness
• Chronic disease recalls
• Triage/Home Visits
• Repeat prescribing process
• Be completely familiar with the appointments system and monitor the flow of patients to consulting rooms.

Advise patients if the clinician is running more than 15minutes late

Receive/store/prepare samples for collection according to protocol

Receive deliveries and advise addressee of arrivalEnsure that workstations and the reception area in general are kept neat and tidy.

Accepting messages for nurses, doctors and requests for prescriptions.

To maintain patient confidentiality at all times.

To assist patients wanting to book in for appointments, using the self-check in systems (touch screens) - noting and resolving any discrepancies

Provide assistance to patients on the services provided at Hedena Health

To ensure that the reception and waiting area (including patient reading material) are kept tidy and are welcoming to patients.

Report back to relevant colleagues on individual patients when required

Ensure that prescription requests are actioned promptly, and that repeat prescription requests are dealt with within 48 hours according to protocol.

Person Specification Qualifications

• GCSE Qualified
• A-Levels Qualified

Experience

• Customer Service Skills
• IT Skills
• Communication Skills

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.