Patient Adviser

Job description

Job responsibilities

Key Responsibilities:

• Reception & Patient Support
• Provide a friendly and professional front-desk service to all patients and visitors.
• Handle patient enquiries in person, over the phone, and via the online portal.
• Process appointment bookings, cancellations, and rescheduling requests.
• Assist patients with general enquiries about practice services and signpost them to appropriate healthcare professionals or external services.
• Administration & Online Portal Management
• Manage and respond to patient queries submitted via the online portal.
• Process prescription requests, referrals, and other administrative forms.
• Maintain accurate and up-to-date records using the practices clinical system.
• Support with scanning, filing, and managing correspondence, ensuring data protection compliance.
• Assist in monitoring and actioning emails and tasks within the practices communication systems.
• QOF Recalls & Data Management
• Assist with the organisation and administration of QOF recalls, ensuring patients attend necessary reviews and screenings.
• Contact patients via phone, SMS, or letter to remind them of due appointments or health checks.
• Ensure accurate recording of QOF-related data to support practice targets and patient care quality.
• General Support & Additional Duties
• Provide administrative assistance to clinicians and practice staff as required.
• Support the practice in implementing new initiatives to improve patient care and service efficiency.
• Comply with NHS confidentiality and data protection policies.
• Adhere to all health and safety regulations within the practice.

This list is not exhaustive, and all team members should be prepared to accept additional, or surrender existing duties, to enable the efficient running of the organisation.

Your individual job plan will be agreed with your line manager. This will be subject to change in accordance with the needs of the organisation.

Key Relationships:

Internal:

• Members of the Senior Management team
• Colleagues within The Bourne Partnership

External:

• Other GP practices and practice groups
• Other external organisations

The Patient Adviser is an integral part of the Practice Administration Team. The team provides the reception service for the practice and actions all general administration functions

Key Performance Indicators (KPIs)

KPIS will be agreed annually with your Line Manager. These will be agreed according to business need.

Key functions that are the minimum indicators to ensure that the role is being fulfilled:

• Administrative actions from the Portal actioned within an agreed timeframe

This list is not exhaustive but a guide. KPIs will be set annually and reviewed regularly with your Line Manager depending on business need and person specific requirements.

The following statement forms part of all job descriptions:

Confidentiality / Data Protection / Freedom of Information

Post holders must maintain the confidentiality of information about patients, staff and other health service business in accordance with the Data Protection Act of 1998. Post holders must not, without prior permission, disclose any information regarding patients or staff. If any member of staff has communicated any such information to an unauthorised person, those staff will be liable to disciplinary action up to and including dismissal. Moreover, the Data Protection Act 1998 also renders an individual liable for prosecution in the event of unauthorised disclosure of information. Following the Freedom of Information Act (FOI) 2005, post holders must apply the organisations FOI procedure if they receive a written request for information.

Information Governance

All staff must comply with information governance requirements. These includes statutory responsibilities (such as compliance with the Data Protection Act), following national guidance (such as the NHS Confidentiality Code of Practice) and compliance with local policies and procedures (such as the Trust's Confidentiality policy). Staff are responsible for any personal information (belonging to staff or patients) that they access and must ensure it is stored, processed and forwarded in a secure and appropriate manner

Equal Opportunities

Post holders must at all times fulfil their responsibilities with regard to The Bourne Partnerships Equal Opportunities Policy and equality laws.

Health and Safety

All post holders have a responsibility, under the Health and Safety at Work Act (1974) and subsequently published regulations, to ensure that The Bourne Partnerships health and safety policies and procedures are complied with to maintain a safe working environment for patients, visitors and employees.

Infection Control

All post holders have a personal obligation to act to reduce healthcare-associated infections (HCAIs). They must attend mandatory training in Infection Control and be compliant with all measures required to reduce HCAIs. All post holders must comply with the Partnerships Infection Control Policies, including those that apply to their duties, such as Hand Decontamination Policy and Personal Protective Equipment Policy. Risk Management All post holders have a responsibility to report risks such as clinical and non-clinical accidents or incidents promptly. They are expected to be familiar with The Bourne Partnerships use of risk assessments to predict and control risk, as well as the incident reporting system for learning from mistakes and near misses in order to improve services. Post holders must also attend training identified by their manager or stated to be mandatory.

Flexible Working

As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern and multiple sites so that we can offer services in the evenings or at weekends.

Safeguarding children and vulnerable adults

Post holders have a general responsibility for safeguarding children and vulnerable adults in the course of their daily duties and for ensuring that they are aware of the specific duties relating to their role.

Sustainability

It is the responsibility of all staff to minimise the environmental impact by recycling wherever possible, switching off lights, computers monitors and equipment when not in use, minimising water usage and reporting faults promptly.

Smoking Policy

The Bourne Partnership is committed to providing a healthy and safe environment for staff, patients and visitors. Staff are therefore not permitted to smoke on organisational property.

We appreciate the interest of all applicants in this opportunity. Please note that we may close this vacancy early if we identify a suitable candidate before the advertised closing date. We encourage interested applicants to submit their applications as soon as possible.

Person Specification

Qualifications

Essential

• GCSE or equivalent

Desirable

• A Levels

Experience

Essential

• Customer Service
• Experience of working in primary care

Desirable

• Experience of working in a GP practice

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

Portland Medical

Address

Portland Medical Centre

184 Portland Road

South Norwood

London

SE25 4QB

Employer's website

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