Job summary
We are seeking a friendly, organised and motivated Patient Services Advisor to join our busy and supportive practice team at Chatfield Health Care. This role is a key part of the practice, providing an essential link between patients, clinicians and the wider healthcare team.
As a Patient Services Advisor you will be the first point of contact for patients both in person and over the telephone. You will play an important role in ensuring patients receive a professional, welcoming and efficient service while supporting the smooth day to day running of the practice.
The role combines both reception and administrative responsibilities. Duties will include managing patient enquiries, booking appointments, handling practice correspondence and supporting the clinical team with administrative processes.
The successful candidate will need to be organised, have strong communication skills and be able to work effectively in a fast paced environment. A patient focused approach and the ability to work as part of a team are essential to ensure the practice continues to deliver high quality care to our community.
Main duties of the job
The Patient Services Advisor will provide high quality reception and administrative support to ensure the smooth and efficient running of the practice. The role includes acting as a first point of contact for patients, providing excellent customer service both in person and over the telephone.
Key duties include greeting patients, answering telephone enquiries, booking and managing appointments, and signposting patients to the most appropriate service or clinician.
The post holder will also undertake a range of administrative tasks including managing practice correspondence, processing incoming emails, and ensuring documents are accurately filed within the clinical system.
Responsibilities include scanning, coding and processing clinical documents and results such as cervical smear results, mammograms and bowel screening outcomes using the appropriate templates and following practice protocols.
The role requires maintaining accurate patient records, ensuring confidentiality at all times, and supporting the wider practice team to deliver safe, efficient and patient centred care.
About us
Chatfield Health Care is a busy, friendly and well-established GP practice committed to delivering high quality, patient centred care to our local community. Our multidisciplinary team includes GPs, nurses, healthcare assistants, Patient Services Advisors and administrative staff who work closely together to provide safe, efficient and compassionate healthcare services.
We offer a range of clinics and services designed to meet the needs of our patients, including diabetic clinics, dedicated veteran clinics led by a GP who is himself a military veteran, and a walk-in blood test clinic to provide convenient access to phlebotomy services.
Chatfield Health Care is also proud to be a teaching practice. We actively support the training and development of future healthcare professionals by providing placements and supervision for GP trainees, Physician Associate students and medical students.
We are committed to providing a supportive and collaborative working environment while continuing to develop services that improve the health and wellbeing of our community.
Job description
Job responsibilities
Job Purpose
The Patient Services Advisor provides reception and administrative support to ensure the efficient day to day running of the practice. The role involves acting as a first point of contact for patients, delivering a professional, friendly and efficient service while supporting clinicians and the wider practice team.
The post holder will contribute to the delivery of high quality patient centred care by ensuring patient enquiries are managed appropriately and patient records are maintained accurately.
Key Responsibilities
Reception Duties
Greet patients and visitors in a professional and welcoming manner
Answer incoming telephone calls and deal with patient enquiries
Book, amend and cancel patient appointments using the clinical system
Signpost patients to the most appropriate clinician or service
Manage patient flow within the waiting area
Provide general information about practice services
Administrative Duties
Manage incoming practice correspondence and emails
Scan and file documents into the clinical system
Process and code clinical documents using appropriate templates
Code clinical results including cervical smear results, mammograms and bowel screening outcomes in accordance with practice procedures
Ensure documents are accurately recorded within patient records
Maintain accurate and up to date patient information
Clinical System Management
Use the clinical system to update patient records
Ensure coding and data entry are completed accurately
Support clinicians by ensuring documents and results are recorded correctly
Maintain confidentiality when accessing patient records
Patient Care
Provide a high standard of customer service to patients
Respond to patient queries in a professional and helpful manner
Maintain patient confidentiality at all times
Ensure patients are treated with dignity, respect and compassion
Teamwork
Work collaboratively with clinical and administrative colleagues
Support the wider practice team during busy periods
Participate in team meetings and training when required
Contribute to maintaining a positive and supportive working environment
General Responsibilities
Adhere to practice policies and procedures
Maintain confidentiality in line with GDPR and NHS guidelines
Follow health and safety procedures within the practice
Undertake any other reasonable duties appropriate to the role
Chatfield Health Care is committed to providing high quality patient care and supporting staff to work effectively within a professional and collaborative environment.
Job description
Job responsibilities
Job Purpose
The Patient Services Advisor provides reception and administrative support to ensure the efficient day to day running of the practice. The role involves acting as a first point of contact for patients, delivering a professional, friendly and efficient service while supporting clinicians and the wider practice team.
The post holder will contribute to the delivery of high quality patient centred care by ensuring patient enquiries are managed appropriately and patient records are maintained accurately.
Key Responsibilities
Reception Duties
Greet patients and visitors in a professional and welcoming manner
Answer incoming telephone calls and deal with patient enquiries
Book, amend and cancel patient appointments using the clinical system
Signpost patients to the most appropriate clinician or service
Manage patient flow within the waiting area
Provide general information about practice services
Administrative Duties
Manage incoming practice correspondence and emails
Scan and file documents into the clinical system
Process and code clinical documents using appropriate templates
Code clinical results including cervical smear results, mammograms and bowel screening outcomes in accordance with practice procedures
Ensure documents are accurately recorded within patient records
Maintain accurate and up to date patient information
Clinical System Management
Use the clinical system to update patient records
Ensure coding and data entry are completed accurately
Support clinicians by ensuring documents and results are recorded correctly
Maintain confidentiality when accessing patient records
Patient Care
Provide a high standard of customer service to patients
Respond to patient queries in a professional and helpful manner
Maintain patient confidentiality at all times
Ensure patients are treated with dignity, respect and compassion
Teamwork
Work collaboratively with clinical and administrative colleagues
Support the wider practice team during busy periods
Participate in team meetings and training when required
Contribute to maintaining a positive and supportive working environment
General Responsibilities
Adhere to practice policies and procedures
Maintain confidentiality in line with GDPR and NHS guidelines
Follow health and safety procedures within the practice
Undertake any other reasonable duties appropriate to the role
Chatfield Health Care is committed to providing high quality patient care and supporting staff to work effectively within a professional and collaborative environment.
Person Specification
Personal Qualities
Essential
- Friendly, professional and approachable manner
- Patient focused with a commitment to providing excellent service
- Reliable and flexible
- Ability to remain calm under pressure
Skills and Knowledge
Essential
- Excellent communication and interpersonal skills
- Good organisational and time management skills
- Ability to work effectively in a fast paced environment
- Good attention to detail
- Ability to maintain confidentiality at all times
- Ability to work both independently and as part of a team
Desirable
- Knowledge of GP practice procedures
- Understanding of patient confidentiality and data protection requirements
Qualifications
Essential
- Good standard of general education including GCSEs (or equivalent) in English and Maths
- Good IT literacy
Desirable
- NVQ Level 2/3 in Business Administration or Customer Service (or equivalent)
- Training in customer service or administration
Experience
Essential
- Experience working in a customer service or administrative role
- Experience working in a busy environment
- Experience dealing with the public and handling enquiries
Desirable
- Previous experience working in a GP practice or healthcare setting
- Experience using a clinical system such as EMIS, SystmONE or similar
- Experience managing confidential information
Person Specification
Personal Qualities
Essential
- Friendly, professional and approachable manner
- Patient focused with a commitment to providing excellent service
- Reliable and flexible
- Ability to remain calm under pressure
Skills and Knowledge
Essential
- Excellent communication and interpersonal skills
- Good organisational and time management skills
- Ability to work effectively in a fast paced environment
- Good attention to detail
- Ability to maintain confidentiality at all times
- Ability to work both independently and as part of a team
Desirable
- Knowledge of GP practice procedures
- Understanding of patient confidentiality and data protection requirements
Qualifications
Essential
- Good standard of general education including GCSEs (or equivalent) in English and Maths
- Good IT literacy
Desirable
- NVQ Level 2/3 in Business Administration or Customer Service (or equivalent)
- Training in customer service or administration
Experience
Essential
- Experience working in a customer service or administrative role
- Experience working in a busy environment
- Experience dealing with the public and handling enquiries
Desirable
- Previous experience working in a GP practice or healthcare setting
- Experience using a clinical system such as EMIS, SystmONE or similar
- Experience managing confidential information
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.
