Patient Advisor

Bay Medical Group


This job is now closed

Job summary

Bay Medical Group is a large and busy general practice providing service to the population of Morecambe and Heysham. We are currently looking for enthusiastic, customer focused Patient Advisors to join our friendly team working on reception and in our phone room. This is a vital role and requires strong customer service skills. Previous NHS experience is not necessary, but you should have a real interest in being part of team working to improve patient outcomes.

We are looking to fill 4 vacancies for part time work, ranging from 24.5 hours to 30 hours per week on a fixed rota.  Please view our job description document for further information on the available shift patterns. We ask that you state in your application form which vacancy or vacancies you wish to be considered for eg A,B,C or D. 

We operate out of 5 sites across Morecambe and as a Patient Advisor whilst you will have one site identified as your main site, you may be asked to work in any of these. You will also be rota'd to work some of your shifts in the phone room at West End.

If you have a particular interest and experience in a call centre, it may be possible to just work in the phone room. You should register this in your application.

We are keen to hear from you if you enjoy providing outstanding customer service, and have excellent communication and IT skills. We are looking for a flexible approach and good team work.

Interviews w/c 14th Feb.

Main duties of the job

Be the first point of contact for all patients attending and/or contacting the Practice via telephone.

Optimise the patients journey and be an ambassador for the Practice.

Project a positive and friendly image to patients and other visitors,

Work as part of the Practice team and provide a key point of contact for communication between all patients, members of the primary health care team, secondary care and other associated healthcare professionals and voluntary services

Receive, assist and direct patients in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way

Undertake a variety of administrative duties to assist the smooth running of the practice.

Working for us we can offer you:

  • A comprehensive induction to the role and training plan
  • Access to the NHS Pension Scheme
  • Possible career development in customer service, health care and administration
  • Incremental annual leave scheme starting at 20 days annual leave plus 8 Bank Holidays, and increasing by 1 day each year to 25 days annual leave 8 plus Bank Holidays after 5 years service (all pro rata)
  • Access to Occupational Sick Pay scheme after one year.
  • Access to NHS discount scheme
  • Cycle to work scheme

About us

Bay Medical Group is proud to be the general practice serving the population of Morecambe and Heysham. We operate out of 5 sites and deliver general medical services to c54,000 patients.

Formed in 2016/17 by established legacy practices in the town, we are fortunate to be a single at scale provider in a distinct geographical area and as such were able to establish the Primary Care Network (PCN) for Morecambe and Heysham in July 2019, with Bay Medical Group as the only Practice in the PCN.

Our patients are at the heart of everything we do. We have been successfully diversifying our workforce over the past few years and developing pathways which enable our patients to see the right person, at the right time in the right place. As a Practice and PCN we work closely with our Integrated Care Community and other local health, social care and third sector providers to improve the health and wellbeing of the local population.

Bay Medical Group - for happier, healthier people.

Please note a DBS check will be required for the role if you are not a member of the DBS update service.

Successful applicants will be required to have sufficient English Language fluency as required under the immigration Act 2016.

We reserve the right to close the advert at any time if sufficient appropriate applications are received and we regret we can only contact applicants who are shortlisted for interview.

Job description

Job responsibilities


The duties and responsibilities to be undertaken by members of the Patient Advisor 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 Practice Operations Manager, dependent on current and evolving practice workload and staffing levels:

Provide clear concise information to patients

Acknowledge all visitors on arrival

  • Registration of new/temporary patients to be in accordance with the Practice Protocol, ensuring the patients reside within the Practice boundaries, and explaining all relevant practice procedures to these patients
  • Arrange all routine appointments for patients including: GP, Nurse, HCA, Phlebotomy and all other service providers for whom we run appointment systems.
  • Patients requiring urgent medical assistance on the day are to be assessed appropriately, ensuring the UC Protocol/SDS/Triage protocols are referred to and followed at all times.
  • Respond to all queries and requests for assistance from patients and other visitors either via desk or telephone.
  • Be aware of the clinicians currently working in the building, observe clinics running late and advise patients who are waiting and apologise
  • When accepting any specimen samples - ensure that this is documented on patients records and relevant clinician is notified as necessary.
  • Communicate test results to patients
  • Advise patients of relevant charges for Private Services. Take payment and issue receipts in accordance with the Reports/Private work Protocol.
  • Deal with medication requests. Liaise closely with the Practice Medicine Management Team
  • Distribute prescriptions to patients/chemists ensuring the signing out book on reception is completed correctly.
  • Arrange urgent ambulance transportation at the request of a clinician; ensuring a booking reference is obtain and documented on the patients records.
  • Provide an efficient and detailed handover to the colleague taking over from your shift
  • Liaise with service providers such as District Nurses, Practice Nurses, Health Visitors, Midwife and other service providers.
  • Individual staff folders to be maintained and kept up to date at all times.
  • Complete Tasks and Workflows on a daily basis; ensuring individual task/workflow sheet completed and passed to senior receptionist at the end of each shift.
  • Outlook Emails to be read carefully/daily and Outlook to be kept open during each shift, with attention paid to updates
  • Provide administrative support to the Practice such as opening, dating and distributing mail, faxing/ photocopying and other general admin tasks
  • Ensure all doors to the building, all windows and our rooms are closed and locked at the end of each working day.
  • Alarm to be set when you are the last members of the Practice to leave the building.
  • Provide infection control services such as cleaning after spills or accidents, which may include bodily fluids
  • Provide chaperone duties for patients.

Practice Appointment Systems:

  • Ensure total familiarity with all appointment systems in effect including any variations.
  • Follow Practice Protocols for booking appointments e.g. Nurse Matrix, UC Protocol, Same Day Service Protocol
  • Task Admin staff to arrange medicals i.e HGV, Taxi etc.

Prepare Consulting Rooms:

  • Ensure that consulting rooms are prepared in readiness for each consulting session, checking full range of forms and equipment, restocking where required.
  • Ensure that the consulting rooms are checked at the end of each consulting session and left tidy and secure. Checklist on sites to be completed daily.

Urgent Care phone room:

  • Be available and logged on your computer/telephones at start of each shift.
  • Receive calls and manage all enquires as required ensuring patient confidentiality is upheld at all times.
  • Make every contact count - ensure calls cleared fully at the time, removing the need for unnecessary call backs.
  • Liaise closely with Duty Team ensuring UC protocol is followed at all times.
  • Complete EMIS/Same Day Service Templates fully for all Urgent Care appointments.
  • Report any problems with phone/IT systems to Urgent Care Manager
  • Telephone calls must be answered swiftly and processed efficiently and courteously
  • Ensure UC Protocols are referred to; and if unsure liaise with UC or Site Manager/Duty Doctor/Advanced Practitioner
  • All staff to notify the Urgent Care Manager prior to logging out of the phones for any reason/end of shift.
  • Work station/headsets to be kept clean, tidy and in good state of repair
  • Actively participate in regular telephone call review monitoring with line manager to improve quality of the patient experience


The post-holder should recognize the importance of effective communication within the team and will strive to:

  • Communicate effectively with other team members
  • Communicate effectively with patients and carers, recognising the need for alternative methods of communication to overcome different levels of understanding, cultural background and preferred ways of communicating
  • Communicate effectively with outside agencies.

Team working

  • Understand own role and scope, and identify how this may develop over time
  • Work as an effective and responsible team member, supporting others and exploring the mechanisms to develop new ways of working
  • Participate in team activities that create opportunities to improve patient care
  • Participate in and support local projects as agreed with the practice management team

Learning and Development

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

  • Take part in the appraisal and performance review, including taking responsibility for assessing own development needs and maintaining a record of own personal and/or professional development
  • Make effective use of learning opportunities evaluating their effectiveness and feeding back relevant information
  • Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others health, safety and security as defined in the practice Health & Safety Policy, to include:

  • Using personal security systems within the workplace according to practice guidelines
  • Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks
  • Making effective use of training to update knowledge and skills
  • Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards
  • Reporting potential risks identified.


  • Understand the responsibility of self and others regarding the Freedom of Information and Data Protection Act (and from May 2018 the GDPR)
  • In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately
  • In the performance of the duties outlined in this Job Description, the post-holder may have access to confidential information relating to patients and their carers, practice staff and other healthcare workers. They may also have access to information relating to the practice as a business organisation. All such information from any source is to be regarded as strictly confidential
  • Information relating to patients, carers, colleagues, other health care workers or the business of the practice may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data.

Equality and diversity

The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

  • Acting in a way that recognizes the importance of peoples rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation
  • Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
  • Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights.

Person Specification



  • Reliable transport. Flexible to work across sites and early mornings/ evenings in line with business needs.


  • Owns car.



  • Proficient in use of Microsoft Word, Outlook. Operating as part of a team.


  • Working in a Primary Care setting. Customer Service.



  • Focussed on delivering a quality service Can function under pressure. Understanding of confidentiality. Confident with delegated responsibility. Good attendance/ time keeping record. Physically able to undertake responsibilities of the role Presentable and tidy appearance



  • Good level of education


  • GCSE English and Maths NVQ in Customer Service or prepared to undertake NVQ



  • Excellent communication skills. Confident working with people face to face and over the telephone. Keyboard skills for regular use of computer systems. Organisational skills. Accuracy. Mentally and emotionally able to deal with the demands of the role e.g. distressed patients/ pressurised environment.


  • Knowledge of medical terminology. Use of EMIS system.

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

Bay Medical Group


1 Heysham Road





Employer's website (Opens in a new tab)

For questions about the job, contact:

Helen Marsden


Date posted

12 January 2022

Pay scheme



£18,556 to £19,925 a year salary is pro rata



Working pattern

Part-time, Flexible working

Reference number


Job locations

1 Heysham Road





Supporting documents

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0300 330 1013

Outside UK:

+44 300 330 1013

Opening times:

Monday to Friday: 8am to 6pm

Saturday: 9am to 3pm

Closed Bank Holidays including Easter Sunday, Christmas Day, Boxing Day and New Year's Day.