Patient Services Team Member in Hedon

We are looking for a confident individual with excellent communication skills and someone who excels in a busy, demanding and varied environment. You will be joining our Patient Services Team where we are committed to delivering high quality patient care. Our main focus is to meet the individual needs of each and every Patient. In this role you will make patient interactions with the practice more streamlined and efficient. If you are passionate about making a positive impact on Patients Health & Wellbeing, we would love to hear from you!

Working hours: 16 - 37.5 hours per week.

Closing Date for Applications: Sunday 4th January 2026.

Main duties of the job

Our successful candidate will have a busy and varied role which will include providing care navigation and signposting to patients. You will deal with general enquiries, explain procedures and make new and follow up appointments. You will perform a range of administrative duties to support patient care and support our frontline reception services during peak calling times. You will have excellent communication skills and the confidence to work in a busy and demanding environment. Experience of general administration processes and record keeping will be helpful and you must be computer literate with the ability to learn our IT systems quickly. Above all, you will be committed to delivering high quality patient care.

About us

We are a large rural practice with over 35,000 patients. As a single-practice Primary Care Network, we have a wonderful opportunity to transform care for our patients. We operate from 7 locations across Holderness and you must also be willing to travel between sites as necessary. Our hard-working and dedicated team includes 23 GPs, an extensive multi-disciplinary team of healthcare professionals and a great patient services and administration team. We offer a welcoming practice environment, 25 days annual leave plus bank holidays and access to the NHS pension scheme.

Job responsibilities

• Receive, assist and direct patients in accessing 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.
• Ensure an effective and efficient patient service is provided to patients and any other visitors to the practice.
• Provide care navigation/signposting of patients.
• Deal with all general enquiries, explain procedures and make new and follow-up appointments.
• Using your own judgment and communication skills, ensure that patients with no prior appointment but who need urgent consultation are seen in a logical and non-disruptive manner.
• Explain practice arrangements and formal requirements to new patients and those seeking temporary cover, and ensure procedures are completed.
• Liaise with other clinical staff including District Nurses, Health Visitors etc.
• Receive and make telephone calls as required. Divert calls and take messages, ensuring accuracy of detail and prompt appropriate delivery.
• Enter requests for home visits into clinical system, ensuring to carefully record all relevant details and referring to duty doctor where necessary.
• Advise patients of relevant charges for private (non-General Medical Services) services.
• Retrieve and re-file records as required, ensuring strict alphabetical order is adhered to.
• Ensure the kitchen is kept clean and tidy and air and tidy the waiting room in turn with other staff.
• Open up premises at the start of the day when first to arrive, de-activate alarm and make all necessary preparations to receive patients.
• When last to leave at the end of the day, ensure that the building is totally secured, internal lights are off and the alarm activated.
• Ensure efficient running of appointment system and monitor flow of patients into Treatment/Consulting rooms.
• To work in accordance of written protocols.
• Fax and photocopy as requested.
• Be able to cover reception positions as necessary.
• Process patients changes of address computer data and medical records (have knowledge of practice area).
• Have working knowledge of telephone/on call system, during and after hours.
• Ensure building security have thorough knowledge of doors/windows/alarm and report any concerns.
• Carry out any other tasks allocated by managers.

Confidentiality

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 healthcare 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.

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, the practice health & safety manual, and the practice infection control policy and published procedures. This will 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.
• Actively reporting of health and safety hazards and infection hazards immediately when recognised.
• Keeping own work areas and general/patient areas generally clean, assisting in the maintenance of general standards of cleanliness consistent with the scope of the job holder's role.
• Undertaking periodic infection control training (minimum annually).
• Demonstrate due regard for safeguarding and promoting the welfare of children.

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 recognises 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 that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities and rights.

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

• Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development.
• Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work.
• Responsible for undertaking own mandatory training as per practice policy.

Quality

The post-holder will strive to maintain quality within the practice, and will:

• Alert other team members to issues of quality and risk.
• Assess own performance and take accountability for own actions, either directly or under supervision.
• Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance.
• Work effectively with individuals in other agencies to meet patients needs.
• Effectively manage own time, workload and resources.

Communication

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

• Communicate effectively with other team members.
• Communicate effectively with patients and carers.
• Recognise peoples needs for alternative methods of communication and respond accordingly.

Contribution to the implementation of services

The post-holder will:

• Apply practice policies, standards and guidance.
• Discuss with other members of the team how the policies, standards and guidelines will affect own work.
• Participate in audit where appropriate.

Ensure they have a full and clean driving licence.

Person Specification

Additional Criteria

• Positive and can do attitude
• Able to learn and adapt quickly
• Willing to travel as required for the role, including working from any of our 8 sites (Access to a car for work is therefore essential.)
• Provide cover for sickness/annual leave when required

Experience

• At least 2 years working in a customer faced environment.
• Experience of working in an office environment.
• Working in a team
• Good IT knowledge and skills
• Awareness of own area policies and procedures/systems
• Understanding of confidentiality and data protection requirements
• Good knowledge of admin procedures and systems
• Able to identify, plan and prioritise own work to achieve deadlines
• Good listening, written and interpersonal skills with both staff and patients/public
• Ability to act appropriately on own initiative and reactive to difficult situations
• Excellent telephone skills
• Experience of working in General Practice or NHS Reception experience
• Experience of working in MS office packages and clinical systems (Emis)
• Ability to complete online training when required
• Data protection and patient confidentiality awareness
• Previous admin position
• Previous experience of using a multi-line telephone switchboard

Qualifications

• Good standard of education.
• Customer care training/qualification.

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.

£12.21 to £12.31 an hour in line with the Holderness Health Pay Policy.