Patient Service Advisor

We are looking for a friendly, enthusiastic, and motivated individual to join our team as a full‑time Patient Services Advisor. In this role, you will be the first point of contact for patients, providing a caring and professional service both in person and over the phone. This is a well‑rounded role encompassing all areas of general practice administration, including reception duties, Docman processing, scanning, and secretarial support, contributing to the smooth and efficient running of the practice.

The successful candidate will be responsible for supporting the day‑to‑day operations of the practice by carrying out a wide range of administrative tasks, managing patient enquiries, and maintaining a consistently high standard of patient care. Strong communication skills are essential, along with the ability to remain calm, organised, and approachable in a busy environment. Applicants must demonstrate a commitment to maintaining patient confidentiality and adhering to professional standards and principles. Previous experience working within a GP surgery is desirable; however, full training will be provided for the right candidate.

Main duties of the job

• Maintain and monitor the practice appointment system
• Process personal, telephone and electronic requests and appointments
• Answer incoming calls
• Process and effectively signpost patients to the appropriate healthcare professionals and services
• Scanning, filing and coding
• Processing Docman inbound documents and paper post

About us

We at Urban Village Medical Practice are a friendly and patient‑focused GP surgery committed to delivering high‑quality healthcare to our local community. We pride ourselves on providing accessible, compassionate, and professional services, supported by a dedicated team who work collaboratively to ensure the best possible care for our population of approximately 14,000 patients.

Job responsibilities

• Provide reception cover during practice opening hours, including shift handovers and covering staff absence
• Greet, assist, and navigate patients appropriately, both in person and via telephone
• Answer incoming calls promptly in line with practice protocols
• Make outbound calls to patients and external agencies as required
• Manage the appointments system, including triage, booking, amending, and cancelling appointments
• Coordinate home visit requests and complete relevant documentation
• Handle difficult or distressed patients with tact, empathy, and professionalism
• Advise patients on the practice complaints procedure where necessary
• Ensure patient records are accurate and up to date, including contact details
• Respond to patient enquiries and signpost to appropriate clinicians or external services
• Act as a chaperone for clinicians when required, in line with practice policy
• Maintain a clean, tidy, and welcoming reception area, including noticeboards and displays
• Register new patients and process patient deductions
• Communicate clearly with patients in line with current practice policies
• Monitor and maintain the reception area and notice boards

Administrative Duties

• Complete administrative tasks accurately and within required timescales
• Responsible for managing and responding to incoming email requests in a timely and efficient manner
• Adhere to all security procedures to ensure the safety of patients, staff, and practice information at all times
• Manage EMIS tasks, ensuring all requests are actioned promptly, accurately, and in line with practice protocols
• Process repeat prescription requests in accordance with practice protocols
• Maintain accurate patient records, including data entry, filing, and retrieval
• Comply with Information Governance policies
• Engage in ongoing training and professional development as required by the practice
• Respond to requests from colleagues in a timely and supportive manner
• Clinically code data on Emis and Docman
• Process Docman tasks efficiently, reviewing, and distributing documents to the appropriate clinicians or teams
• Code and process incoming Docman documents, ensuring accurate clinical coding and appropriate patient record updates
• Handle incoming paper correspondence, ensuring it is reviewed, processed, and directed correctly
• Scan and upload paper documents onto patient records, ensuring all information is recorded correctly and securely
• Provide general administrative support, including scanning, filing, photocopying, and data input
• Provide support with secretarial duties
• Direct and process requests for information, i.e., SAR, insurance/ solicitors letters and DVLA forms to the administrative team
• Summarise patient notes accurately, maintaining clear and concise medical records

Person Specification

• Strong communication and teamwork skills, with good IT proficiency and the ability to interact with patients in a confident, professional, and caring manner
• Experience of working in a GP practice
• Good general level of education (GCSE's or equivalent)
• Confident using IT systems, including emails and basic Microsoft applications
• Good professional verbal and written communication skills
• Able to demonstrate flexibility and adaptability in a changing environment
• Ability to work under pressure while maintaining a positive professional attitude
• Ability to work as part of the team
• Able to multi‑task and prioritise
• Training or experience in medical terminology
• Training on Emis / Docman and other clinical systems

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.