Thornhills Medical Practice is recruiting a permanent patient services advisor to be the first point of contact at reception. The work centres on signposting patients to the right care, booking appointments and handling enquiries in person, by phone and online, while supporting clinical and administrative colleagues with prescriptions, triage requests and test results. The practice serves around 14,800 patients, and the post carries shared email duties and building security when last to leave. The start date is early December 2026.
What the job involves
- Greet patients, guide them to appropriate services and signpost them, seeking advice where the route is unclear
- Answer incoming calls and book appointments, handling enquiries in person, by phone and online, and redirecting as needed
- Take telephone messages, appointment details and home visit requests and enter them on the computer system
- Assist patients with digital triage requests and action them as the triaging clinician directs
- Alert doctors to urgent concerns and outstanding calls or visits, and hand over open matters at shift change
- Relay test results to patients
- Check prescription requests, direct them to the requested collection point and print repeat prescriptions
- Monitor personal, generic and reception nhs.net email accounts and action messages promptly
- Liaise with external agencies and multidisciplinary teams
- Handle patient feedback initially, referring to the Patient Services Supervisor or Assistant Practice Manager as needed
- Process new patient registrations, handle filing, post, faxes and recall letters, and use Patient Services and Care Navigation
- Keep reception areas clean and stocked, arrange refreshments and equipment repairs, and help train new staff
Qualifications
- Educated to GCSE level or equivalent
Experience
- Experience of working with the general public
- Experience of administrative duties
- Strong customer service background
Skills & knowledge
- Excellent oral and written communication, with good interpersonal skills
- Strong IT skills, including Office and Outlook
- Clear and polite telephone manner
- Effective time management and planning
- Ability to work as a team member and autonomously
- Ability to follow policy and procedure
Other
- Polite, confident and flexible manner
- Sensitive and empathetic in distressing situations
- Ability to work under pressure
- High levels of integrity and loyalty
- Ability to adapt to change
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Contact Details:
The Methodist Church in Britain Recruitment Team
