Hours 15 - 22.5 hours per week (2 or 3 days a week)
Shift Patterns Working between 10:30am and 6:30pm. Monday to Friday, with some Saturdays for extended hours. Days defined by a rota.
The Patient Advisor acts as the first point of contact for patients,providing a courteous, efficient, and empathetic service at all times. The rolesupports the wider practice team to ensure that patients receive high-quality,safe, and accessible care.
Main duties of the job
The post-holder will welcome and assist patients, manage enquiries, operate telephony, and triage systems, complete key administrative tasks, and contribute to the smooth day-to-day running of the practice.
About us
Whaddon Healthcare is aninnovative, well established CQC rated Outstanding GP Practice which alsoprovides a range of specialist Community Services including Cardiology,Respiratory, Gynaecology and BLMK Long Covid Service.
We work over two purpose-builtsites in Bletchley with a list size of 21,500 and growing.
You will be working with alarge and friendly team.
Job responsibilities
1.Receiving and Directing Patients
Receiveand direct patients onarrival at the reception desk in a friendly and courteousmanner, ensuring their requirements are met professionally and efficiently.
Providehelp to patients with general enquiries, and assist them to make appointments,using the online appointment system.
Receive,record, and accurately pass on messages via email or the clinical system.
Answertelephone calls promptly in a polite and professional directing callers asappropriate.
Provideclear information about practice procedures, appointment systems, and accessingservices.
Advisepatients on approximate waiting times and of any unexpected delays.
Book patienttransport when the patient is unable to do so.
Bookinterpreters for patients when needed.
Totake in fees from patients where applicable and issue receipts.
Togive patients any forms / referral letters that are waiting for collectionchecking ID.
Receiveand appropriately escape patient concerns or complaints while maintainingempathy and professionalism.
2.Operation of Telephone and Triage System(SystmConnect)
Answerincoming calls and make outgoing calls as required.
Assistpatients via the patient triage system.
Ensurephones are answered promptly monitoring the incoming calls.
Ensurethat system is operational at the beginning of each day.
3.Administrative Duties
Register new patients, ensuring accurate data entryonto the clinical system.
Update patient contact details and ensure recordsremain accurate.
To post outgoing letters at the end of each shift.
To undertake photocopying as needed, includingphotocopying patients notes when required.
Call patients for recall and data collection purposesand correctly record data in patients medical record.
Ensuring that there is always a supply of the practiceleaflet available at reception.
Make up registration packs (GMS1 & New PatientHealth Check Form).
Complete tasks via SystmOne or relevantclinical/document systems.
Complete tasks assigned via reception clipboard.
Email referrals and support the referral process asrequested by clinical team.
5.Start and End of Day Procedures
Preparethe reception area for opening, ensuring systems and spaces are ready forpatient arrival.
Keepreception and waiting areas clean, tidy, and presentable throughout the day.
Updatestaff room allocation boards for the following day.
Securepractice premises at closing, ensuring all doors, windows, and lights aresafely managed.
6. General Tasks
Always maintain strict confidentiality.
Chaperone support when requested.
Support colleagues and contribute to positiveteamwork.
To attend team meetings when scheduled.
To participate in appraisals and PDP (PersonalDevelopment Plan) and team training opportunities.
Help cover colleagues dutiesduring absence, increased workload, or operational needs.
Job description
Job responsibilities
1.Receiving and Directing Patients
Receiveand direct patients onarrival at the reception desk in a friendly and courteousmanner, ensuring their requirements are met professionally and efficiently.
Providehelp to patients with general enquiries, and assist them to make appointments,using the online appointment system.
Receive,record, and accurately pass on messages via email or the clinical system.
Answertelephone calls promptly in a polite and professional directing callers asappropriate.
Provideclear information about practice procedures, appointment systems, and accessingservices.
Advisepatients on approximate waiting times and of any unexpected delays.
Book patienttransport when the patient is unable to do so.
Bookinterpreters for patients when needed.
Totake in fees from patients where applicable and issue receipts.
Togive patients any forms / referral letters that are waiting for collectionchecking ID.
Receiveand appropriately escape patient concerns or complaints while maintainingempathy and professionalism.
2.Operation of Telephone and Triage System(SystmConnect)
Answerincoming calls and make outgoing calls as required.
Assistpatients via the patient triage system.
Ensurephones are answered promptly monitoring the incoming calls.
Ensurethat system is operational at the beginning of each day.
3.Administrative Duties
Register new patients, ensuring accurate data entryonto the clinical system.
Update patient contact details and ensure recordsremain accurate.
To post outgoing letters at the end of each shift.
To undertake photocopying as needed, includingphotocopying patients notes when required.
Call patients for recall and data collection purposesand correctly record data in patients medical record.
Ensuring that there is always a supply of the practiceleaflet available at reception.
Make up registration packs (GMS1 & New PatientHealth Check Form).
Complete tasks via SystmOne or relevantclinical/document systems.
Complete tasks assigned via reception clipboard.
Email referrals and support the referral process asrequested by clinical team.
4.Patient Records
Toassist with tagging of new patients medical records prior to summarisation.
Requestmissing medical records from patient services when required.
Toassist with the scanning of patient related documents during busy periods.
5.Start and End of Day Procedures
Preparethe reception area for opening, ensuring systems and spaces are ready forpatient arrival.
Keepreception and waiting areas clean, tidy, and presentable throughout the day.
Updatestaff room allocation boards for the following day.
Securepractice premises at closing, ensuring all doors, windows, and lights aresafely managed.
6. General Tasks
Always maintain strict confidentiality.
Chaperone support when requested.
Support colleagues and contribute to positiveteamwork.
To attend team meetings when scheduled.
To participate in appraisals and PDP (PersonalDevelopment Plan) and team training opportunities.
Help cover colleagues dutiesduring absence, increased workload, or operational needs.
Person Specification
Experience
- Excellent communication skills, both face-to-face and over the telephone.
- Previous reception, administrative or call centre experience.
- Experience working in a public-facing role.
- Previous experience working within a GP Practice or healthcare organisation.
Qualifications
- Good standard of education (GCSE level or NVQ Level 2 or equivalent).
- Full UK Driving Licence.
Disclosure and Barring Service Check
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.
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