At a Glance
- Tasks: Provide top-notch support to patients and assist with daily practice operations.
- Company: Join a friendly GP practice team in the Outer West of Newcastle.
- Benefits: Flexible hours, supportive environment, and opportunities for personal growth.
- Other info: Be part of a multi-disciplinary team in a Good-rated practice.
- Why this job: Make a real difference in patients' lives while developing your skills.
- Qualifications: GCSEs in Maths and English, strong communication skills, and customer service experience.
The predicted salary is between 24000 - 30000 £ per year.
Throckley Primary Care is seeking a motivated and compassionate Patient Care Advisor to join our friendly and supportive GP practice team. This is a key frontline role, providing high-quality assistance to patients while ensuring the smooth day-to-day running of the practice. You will be the first point of contact for patients, delivering excellent customer service both in person and over the phone, and supporting clinical staff with administrative duties.
About you:
- Has excellent communication and interpersonal skills
- Is organised, reliable, and able to multi-task in a busy environment
- Demonstrates empathy and a patient-focused approach
- Excellent numeracy, literacy and IT skills
- Can work effectively both independently and as part of a team
Hours: Part-time/Full-time (minimum 24 hours, max 37.5 hours per week). The practice opening hours are 08:00 - 18:30, in addition we provide extended access hours from 07:30 - 08:00 on Fridays & 18:30 - 20:00 on Wednesdays. Working hours are set out in a rota to cover the surgery opening hours. You may be required to work occasional evenings or weekends for ad-hoc clinics.
Main duties of the job:
- Greeting patients and visitors in a professional and welcoming manner
- Handling incoming calls and eConsultations, booking appointments, and managing enquiries
- Signposting patients to the appropriate services
- Processing prescriptions and clinical correspondence
- Maintaining accurate patient records using clinical systems
- Supporting the wider practice team with administrative tasks
- Ensuring confidentiality and data protection standards are upheld
Whilst full training is given, successful applicants should have experience of working as part of a team in a busy customer-facing environment and be able to handle numerous, often complex queries both over the telephone and in person. You should be comfortable working in a fast-paced office, able to prioritise work and react quickly to changing situations. You must have an eye for detail, be patient, empathetic, professional and polite and be willing to follow instructions and deliver services in line with Throckley Primary Care guidelines and policies.
About us:
We are a friendly multi-disciplinary team located in the Outer West of Newcastle upon Tyne. Our team includes 2 GP Partners, Salaried GPs, GP Registrars, Practice Nurses, Healthcare Assistant, Pharmacy Technician, Phlebotomists and Administration team. The wider team includes; Community Nursing Teams, 0-19 Service with Health Visitors & Midwives. Our Outer West Primary Care Network Team includes; Pharmacists, Pharmacy Technicians, Physiotherapists, Wellbeing team (Counsellors, Occupational Therapist, Community Link workers), Lifestyle Coaches, Dietitian. The practice is rated Good by CQC.
Job responsibilities:
- Answer incoming phone calls, transferring calls or dealing with the caller's request appropriately
- Signpost patients to the correct service
- Process personal, telephone and e-requests for appointments
- Process incoming and outgoing mail
- Initiating contact with and responding to requests from patients, team members and external agencies
- Process prescription requests, ensuring they are processed accurately and efficiently
- Manage all queries (including administrative queries) as necessary in an efficient manner
- Scanning of patient-related documentation and attaching scanned documents to patients' healthcare records
- Input data into the patients' healthcare records as necessary
- Data entry of new and temporary registrations and relevant patient information as required
- Process requests for information i.e. SAR, insurance/solicitors letters and DVLA forms to the administrative team
- Photocopy documentation as required
- Read code data on SystmOne clinical
- Process call/recall letters
- Process all DNA letters in accordance with current policy
- File and store records as required
- Carry out system searches as requested
- Maintain a clean, tidy, effective working area at all times
- Monitor and maintain the reception area and notice boards
- Support all admin and clinical staff with general tasks as requested
- Process referrals to external agencies such as secondary care using the electronic referral system (ERS)
- Complete opening and closing procedures in accordance with the duty rota
- Ordering and monitoring of practice stock, e.g. stationery, clinical supplies
- Support administrative and reception staff, providing cover during staff absences
Person Specification:
- Educated to GCSE level or equivalent
- GCSE Mathematics and English (C or above)
- Competent in the use of Office and Outlook
- Experience of working with the general public
- Experience of administrative/receptionist duties
- Excellent communication skills (written and oral)
- Polite and confident
- Effective time management
- Flexible and cooperative
- Ability to work as a team member and autonomously
- Ability to follow policy and procedure
- Experience working in General Practice
- SystmOne Clinical software
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.
Patient Care Advisor - Reception/Admin in Newcastle upon Tyne employer: Throckley Primary Care
Throckley Primary Care is an exceptional employer, offering a supportive and friendly work environment where patient care is at the forefront of our mission. Our team benefits from flexible working hours, opportunities for professional development, and a collaborative culture that values each member's contributions. Located in the vibrant Outer West of Newcastle upon Tyne, we provide a fulfilling career path for those passionate about making a difference in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Patient Care Advisor - Reception/Admin in Newcastle upon Tyne
✨Tip Number 1
Get to know the practice! Research Throckley Primary Care and understand their values and services. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Patient Care Advisor, you'll be the first point of contact for patients. Role-play common scenarios with friends or family to boost your confidence and ensure you can handle queries smoothly.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the practice and might even give you a heads-up about the interview process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the team at Throckley Primary Care.
We think you need these skills to ace Patient Care Advisor - Reception/Admin in Newcastle upon Tyne
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to express your passion for patient care and how you connect with people.
Tailor Your Application:Make sure to tailor your application to the Patient Care Advisor role. Highlight your relevant experience in customer service and any admin skills that match what we’re looking for. It shows us you’ve done your homework!
Be Clear and Concise:Keep your application clear and to the point. Use simple language and avoid jargon. We appreciate straightforward communication, especially since this role involves a lot of interaction with patients.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it makes the process smoother for everyone involved.
How to prepare for a job interview at Throckley Primary Care
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Patient Care Advisor role. Familiarise yourself with the key responsibilities and think about how your skills align with them. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Communication Skills
As a Patient Care Advisor, excellent communication is crucial. During the interview, practice clear and concise responses. You might even want to prepare examples of how you've effectively communicated in previous roles, especially in busy environments. This will demonstrate your ability to handle complex queries with ease.
✨Demonstrate Empathy and Patience
In this role, you'll be dealing with patients who may be anxious or upset. Be ready to discuss situations where you've shown empathy and patience. Share specific examples that highlight your ability to remain calm and supportive, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to multitask. Think of potential challenges you might face in the role and how you would handle them. Practising these scenarios can help you articulate your thought process during the interview.
