Patient Services Advisor - Exmoor Medical Centre - Dulverton

Symphony Healthcare Services Limited

The closing date is 01 April 2025

Job summary

Symphony Healthcare Services is looking for a Patient Services Advisor, to join the busy team at the Exmoor Medical Centre in Dulverton near Taunton in Somerset.

As a Patient Services Advisor, you will play a crucial role in the smooth running of a busy GP practice. You will help patients and colleagues alike, by providing excellent administration and customer service skills, whilst also showing kindness and compassion.

The role also includes tasks such as registering patients, processing correspondence and helping with other administrative tasks, to ensure the smooth operation of the health centre.

The hours available are 21.5 hours per week, working Monday - Friday. Working pattern will be discussed at interview.

The starting rate of pay is £12.00 per hour, increasing to £12.50 once a successful 6-month probation period has been completed.

Main duties of the job

This role requires courteous, calm and effective communication skills both over the phone and face-to-face in fast paced medical centre.

You will provide administration and reception duties for the the medical centre, which will include assisting and directing patients in accessing the appropriate services or healthcare professional and undertake a variety of administrative duties, in accordance with agreed procedures, protocols and timescales.

You will need to be able to work accurately and prioritise your own workload effectively while working as part of a team, while also meeting competing deadlines.

You will also be confident to proactively alert management / clinical staff to issues of quality, risk and safeguarding, as part of your daily role.

You will have sound IT skills and experience of using packages such as MS Office (Outlook, Word etc.).

Knowledge of the NHS / General Practice would be desirable, but not essential.

Please read the full Job Description (JD) attached carefully before applying.

About us

Symphony Healthcare Services (SHS) was established in 2016 as part of the award-winning Symphony Programme Vanguard, developing new models of care. We now support 16 practices across Somerset providing care for over 100,000 patients.

Symphony has developed a model where each practice is encouraged to operate autonomously, but as a subsidiary of NHS Somerset Foundation Trust (SFT), and with the backing and economies of scale from a central support team (particularly for HR, finance, corporate and strategic management matters).

Providing NHS services is at the heart of what we do. Our vision is to ensure that primary care is sustainable for patients and practices in Somerset, and we aim to be a national exemplar for primary care provision. We work closely with our practice teams to support, develop and transform patient care and working practices with innovation and technology at the heart of what we do.

Symphony welcome applications from people of all backgrounds and underrepresented groups. When undertaking recruitment and selection for our services, Symphony are committed to equality of opportunity for all.

Symphony offers a NHS or NEST Pension, a fantastic range of employee benefits and salary sacrifice schemes (see attached poster), along with flexible working from day of employment and an agile approach to home / office-based working (where applicable).

We look forward to hearing from you and receiving your application.

Date posted

18 March 2025

Pay scheme

Other

Salary

£12 to £12.50 an hour

Contract

Permanent

Working pattern

Part-time

Reference number

E0215-SHSPSAEMC-0325

Job locations

Exmoor Medical Centre

Fishers Mead

Dulverton

Somerset

TA22 9EN

Job description

Job responsibilities

Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings.
Search for, register if necessary and book onto the computer system patients as they present at the desk.
Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues.
Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone
Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment

Job description

Job responsibilities

Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings.
Search for, register if necessary and book onto the computer system patients as they present at the desk.
Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues.
Deal with distressed/aggressive patients safely and appropriately as they present at the desk or over the telephone
Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment

Person Specification

Knowledge and skills

Essential

Computer literate and good keyboard skills
Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
Excellent organisational skills
Strong attention to detail and the ability to transfer accurate information
Work well under pressure
Use own initiative within clear boundaries, seeking advice when necessary
Demonstrate enthusiasm and a strong sense of teamwork
Ability to complete tasks to a high standard with frequent interruptions

Desirable

Knowledge of medical terminology
Knowledge of the NHS/General Practice

Qualifications

Essential

English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3) (E)

Experience

Essential

Experience of working within a team
Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures

Desirable

Experience of working in a customer focused environment
Experience of working within an administration team
Experience of working in the NHS or similar health care setting
Awareness of clinical systems such as EMIS

Person Specification

Knowledge and skills

Essential

Computer literate and good keyboard skills
Ability to listen carefully and communicate effectively and sensitively (verbal and written) to patients and staff at a range of levels
Excellent organisational skills
Strong attention to detail and the ability to transfer accurate information
Work well under pressure
Use own initiative within clear boundaries, seeking advice when necessary
Demonstrate enthusiasm and a strong sense of teamwork
Ability to complete tasks to a high standard with frequent interruptions

Desirable

Knowledge of medical terminology
Knowledge of the NHS/General Practice

Qualifications

Essential

English & Maths GCSE or equivalent (grade A*-D/ grade 9 to 3) (E)

Experience

Essential

Experience of working within a team
Recognise the significance of different situations (including emergencies) and take appropriate action, following standard policies and procedures

Desirable

Experience of working in a customer focused environment
Experience of working within an administration team
Experience of working in the NHS or similar health care setting
Awareness of clinical systems such as EMIS

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.