Patient Services Advisor

Lakeside Healthcare Group

The closing date is 30 March 2025

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Job summary

We have a great opportunity for the right candidate to join our patient services team. We are looking for someone with a passion for primary care and the drive to support our clinical service.

Main duties of the job

You will be assisting and directing patients toward the appropriate service or healthcare professional in a courteous, efficient and effective way. Duties include:

  • Processing appointment requests from patients for on the day and future appointments.
  • Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
  • Registration of new patients computer data entry and medical records.
  • Ensure building security.

About us

Lakeside Healthcare is a large GP partnership that provides NHS care for around 170,000 patients across Cambridgeshire, Peterborough, Northamptonshire and Lincolnshire. We are made of eight GP practices across 14 sites that are part of their local communities.

We work together as practices to provide resilience, sharing learning and professional back-office support services.

Our most important asset is our people, who provide care for our patients and help run our surgeries smoothly. We employ over 500 clinical and non-clinical staff, and we invest in training and developing to ensure that we retain and attract good quality staff who want to stay with us and be part of our team.

We are proud of what we do and strive to demonstrate our values of Caring, Respect, Quality and Teamwork in everything we do.

About the Practice/Department/Team

New Queen Street and Stanground

We are a large practice caring for 19,645 patients.

The reception team is made up of 15 members of staff across both sites.

Date posted

14 March 2025

Pay scheme

Other

Salary

£11.60 an hour

Contract

Permanent

Working pattern

Part-time

Reference number

A3007-25-0044

Job locations

The New Queen Street Surgery

Syers Lane

Whittlesey

Peterborough

PE7 1AT


Job description

Job responsibilities

Facilitate effective communication when receiving, assisting and directing patients, ensuring the patient accesses the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job Responsibilities

Administration

To have a thorough knowledge of all practice procedures

To work in accordance with written protocols

To carry out specific administrative tasks

Process outgoing mail

Filing post in medical records

Fax and photocopying as requested

Reception

Receiving patients and consulting with members of the practice team

Handing completed repeat prescriptions to the patient and checking names and address

Be able to cover all reception positions as necessary

Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Appointments

Process appointment requests from patients for on the day and future appointments by telephone and in person

Deal with visit requests

Computer

Registration of new patients computer data entry and medical records

Process patients change of address computer data and medical records (have knowledge of Practice area

Process repeat prescription requests in accordance with practice guidelines

Telephone

Have working knowledge of the telephone system

Other Tasks

Clear consulting rooms after surgeries of patient paperwork

Restocking of consulting rooms of stationary

Ensure building security having thorough knowledge of doors windows and alarm

Duties may be varied from time to time under the direction of the Practice Director and Reception Team Leader dependent on current and evolving practice workload and staffing levels.

Job description

Job responsibilities

Facilitate effective communication when receiving, assisting and directing patients, ensuring the patient accesses the appropriate service or healthcare professional in a courteous, efficient and effective way.

Provide general assistance to the practice team and project a positive and friendly image to patients and other visitors, either in person or via the telephone.

Job Responsibilities

Administration

To have a thorough knowledge of all practice procedures

To work in accordance with written protocols

To carry out specific administrative tasks

Process outgoing mail

Filing post in medical records

Fax and photocopying as requested

Reception

Receiving patients and consulting with members of the practice team

Handing completed repeat prescriptions to the patient and checking names and address

Be able to cover all reception positions as necessary

Keeping the reception area, notice-boards and leaflet dispensers tidy and free from obstructions and clutter

Appointments

Process appointment requests from patients for on the day and future appointments by telephone and in person

Deal with visit requests

Computer

Registration of new patients computer data entry and medical records

Process patients change of address computer data and medical records (have knowledge of Practice area

Process repeat prescription requests in accordance with practice guidelines

Telephone

Have working knowledge of the telephone system

Other Tasks

Clear consulting rooms after surgeries of patient paperwork

Restocking of consulting rooms of stationary

Ensure building security having thorough knowledge of doors windows and alarm

Duties may be varied from time to time under the direction of the Practice Director and Reception Team Leader dependent on current and evolving practice workload and staffing levels.

Person Specification

Experience

Essential

  • Customer Service Skills
  • Experience of working in a busy & multi-functional team.
  • Call centre experience or equivalent

Desirable

  • Using System One Clinical database
  • Experience of working within a GP Surgery
  • A minimum of three years experience in a customer facing environment
  • Experience of handling confidential information and data.

Qualifications

Essential

  • Good standard of education

Desirable

  • Customer Service qualification
Person Specification

Experience

Essential

  • Customer Service Skills
  • Experience of working in a busy & multi-functional team.
  • Call centre experience or equivalent

Desirable

  • Using System One Clinical database
  • Experience of working within a GP Surgery
  • A minimum of three years experience in a customer facing environment
  • Experience of handling confidential information and data.

Qualifications

Essential

  • Good standard of education

Desirable

  • Customer Service qualification

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.

Employer details

Employer name

Lakeside Healthcare Group

Address

The New Queen Street Surgery

Syers Lane

Whittlesey

Peterborough

PE7 1AT


Employer's website

https://www.lakesidehealthcaregroup.co.uk (Opens in a new tab)

Employer details

Employer name

Lakeside Healthcare Group

Address

The New Queen Street Surgery

Syers Lane

Whittlesey

Peterborough

PE7 1AT


Employer's website

https://www.lakesidehealthcaregroup.co.uk (Opens in a new tab)

For questions about the job, contact:

Date posted

14 March 2025

Pay scheme

Other

Salary

£11.60 an hour

Contract

Permanent

Working pattern

Part-time

Reference number

A3007-25-0044

Job locations

The New Queen Street Surgery

Syers Lane

Whittlesey

Peterborough

PE7 1AT


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