Patient Service Advisor

Fixed Term Patient Service Advisor

Hours: 20 hours per week, Monday to Friday

Location: Decima Street Surgery and Artesian Health Centre but may be required to work across Nexus Health Group

Closing Date: 26 January 2026

If you wish to apply, please complete an application form on our website.

PLEASE NOTE, WE DO NOT ACCEPT CVS.

You will:

• Work with the Site Manager to ensure the smooth running of the reception area and patient waiting areas.
• Greet and assist patients in using our services.
• Handle patient enquiries courteously, efficiently and with empathy.
• Undertake administration tasks with due care and attention to details.
• Adhere to Nexus policies and procedures.

Our Patient Service Advisors (PSAs) play a crucial role in ensuring our patients and service users are offered consistently high levels of care. Our PSAs are often the first person our service users interact with when they visit our GP practices.

Main duties of the job:

• Deal with patient queries with empathy, respect and dignity.
• Signpost patients and staff to appropriate services, ensuring the Amber and Bypass line is answered as a matter of priority.
• Take and record accurate messages and pass them on to relevant people.
• Respond appropriately to patients with specific accessibility needs.
• Liaise with outside organisations.
• Arrange interpreters, as required.
• Direct patients wishing to make a complaint to the appropriate practice procedure.
• Handle queries from complex patients on the amber line.
• On a rotational basis, provide duty receptionist support to the clinical team.
• Handle queries from the bypass line.
• Support and develop the care co-ordinator role on a rotational basis.
• Provide a professional, courteous and responsive service to our patients, the clinical team and Nexus Health Group management.
• Handle queries appropriately passed over to site from the access hub.
• Handle prescription requests at site level on a rotational basis.

About us:

Nexus was formed in 2016 with the merging of established local practices in Southwark. We look after a practice population of more than 76,000 patients spread across our 8 sites. Our clinical approach is based on a foundation of clinical excellence, clinical leadership, and clinical governance shaped by the needs and challenges of our local population. We are a well-recognised training organisation for future GPs and nurses. We are focused on the learning and development of our clinical and non-clinical staff.

We operate 8 GP Practice sites across north Southwark that are geographically close and well served by local transport hubs at London Bridge, Elephant & Castle and Canada Water. We share a single patient list but our patients are attached to a specific site and are looked after by local multidisciplinary teams which include GPs, Nurses, Physicians Assistants, Paramedics, ANPs and Pharmacists. Our site-based teams are supported by Managers and local administration staff. Our GP Partners have overall clinical and administrative responsibility for Nexus Health Group and are supported by a Senior Management Team and centralised HR, IT, and clinical administration functions. Nexus works closely with our local PCN and 2 of our GP Partners are PCN clinical directors.

Job responsibilities: Please see attached Job Description and Person Specification for details and requirements of the role.

Person Specification:

• Qualifications: GCSE or NVQ Level 2 or equivalent experience.
• Computer literate, including MS Word, Excel, PowerPoint and Outlook.
• 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.