Job Description

Nexus Health Group has an exciting opportunity for Patient Services Advisors to work across our organisation. This position is well suited to someone looking to gain hands on experience and who has a proven track record of thriving in a very busy but supportive environment.

Your main responsibilities will be to assist our patients to access our services in the most effective way possible. You will be responsible for greeting and assisting patients in using our services, ensuring patient enquiries are handled courteously, efficiently and with empathy and ensuring administration tasks are undertaken with due care and attention to details.

Nexus Health Group

Post

Nexus Patient Services Advisor

(1 year fixed term)

Locations:

Decima Street Surgery SE1 4QX

Working Hours - 1 position available

17.5 hours per week x1

After successful completion of your probation period of 3 months your base salary will increase to 13 per hour

To apply for this post, you will need to complete the application

form:https://nexushealthgroup.nhs.uk/2025-application-form

Please submit this by the closing date. If you have any recruitment, queries please email:

selicb.nexushr@nhs.net

Please note CVs will not be accepted without an application form.

Job Purpose:

It is the role of the Nexus Patient Service Advisors to assist our patients to access our services in the most effective way possible. To facilitate this the postholder will undertake the following :

To greet and assist patients in using our services Patient enquiries are handled courteously, efficiently and with empathy. Administration tasks are undertaken with due care and attention to details. To provide site based patient services to patients

MAIN DUTIES RESPONSIBILITIES

Service Advisor duties

Manage the footfall of patient queries at site level Addressing patients with respect and dignity Respond to patient queries with empathy and appropriate support To respond to patient requests for appointments and book with the most appropriate member of the clinical team Takes and records accurate messages and passes on to relevant people. To signpost patients where appropriate (in line with the training and guidance already received) Keeps the appointment book up to date and operates the appointment system as directed. Responds appropriately to patients with specific accessibility needs Liaise with outside organisations. Arrange ambulance transport to hospitals 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 To support and develop the care co-ordinator role on a rotational basis To provide a professional, courteous and responsive service to our patients at site Handle queries appropriately passed over to site from the access hub To handle prescription requests at site level on a rotational basis.

Admin duties

Participate in quality improvement work as required Ensure all information for patients is recorded accurately and effectively Participate in data collection for audit work when required Participate in any project or audit that the practice may do from time to

General duties

Watches for and reports to the Health and safety representative matters affecting safety and security in accordance with the Practice Health and
Safety Policy.

To ensure that all our patients are treated with respect, courtesy and dignity at all times.

Confidentiality

In the course of your employment you will have access to confidential information relating to Nexus Health Group business. You are required to exercise due consideration in the way you use such information and should not act in any way which might be prejudicial to the Nexus Health
Group interests.

Information for extra consideration includes access to the general business of the practice and any information regarding individuals. Information relating to patients, carers, colleagues, other healthcare workers, or the business of Nexus Health Group may only be divulged to authorised persons in accordance with the practice policies and procedures relating to confidentiality and the protection of personal and sensitive data, If you are in any doubt regarding the use of information in the pursuit of your duties you should seek advice from your line manager before communicating any information to any third party.

Data Protection

Employees must be aware of the Data Protection Act (DPA) 1984 You must not at any time use the personal data held by Nexus Health Group for any purpose not described in the registry entry or disclose to a third party It is essential that a strict code of confidentiality is adhered to all times All dealings within Nexus Health Group remain strictly confidential and the post- holder would be expected to maintain confidentiality at all times during employment and also after employment has ended with the Nexus Health Group If you are in any doubt regarding what you should or should not do in connection with the DPA then you must contact your line manager

General

The post-holder

Is advised that the job description describes responsibilities as they are currently required and these are subject for review and updating in the light of changing service needs. Any changes will be subject to consultation as part of the annual appraisal Should be aware that job descriptions are not fixed although every effort is made to ensure that the responsibilities reflect what you are being asked to do. However by the nature of the business that Nexus Health Group undertakes this demands flexibility in order to provide a service to our patients. The job title and description may be amended and you may be asked to undertake additional duties not specified that may be reasonably required May be expected to work at any of the medical practice sites in line with service needs Must at all times carry out his/her responsibilities with due regard to the Nexus Health Group Equal Opportunities Policy Is expected to participate in the practice performance appraisal scheme and to contribute to their own personal development and the development of any staff they are responsible for including timely completion of mandatory training Is expected to follow the Nexus Health Group's general standards of performance and behaviours.

Person Specification

CRITERIA DESCRIPTOR ESSENTIAL DESIRABLE

Essential

1. Skill/Qualification/Experience Level

GCSE or NVQ Level 2 or equivalent experience.
Computer literate, including MS word, excel, PowerPoint and Outlook

2. Scope to Act

Ability to follow practice polices and procedures and ensure that patient
paperwork is accurate and prepared in a timely manor to facilitate the smooth running of the practice and delivery of high quality patient care

3. Staff Management

Provide information and advice to patients and support colleagues who
need help with practice based tasks in line with established polices and procedures

4. Budgetary Responsibility

Support practice performance by monitoring stock levels and informing
line manger when need to order more stock/ items are reaching their end of use date.

5. Organisational Skills

Experience of providing support to patients and work colleagues

6. Knowledge/Capability

Ability to work on own initiative and as part of a team to ensure the
smooth running of the reception area HR in line with established polices and procedures

7. Role Complexity

Experience of working a with patients and multi-disciplinary staff ,
ideally within a health care setting

8. Service Development/

Ability to follow set work programmes to support practice performance

Implementation

e.g. run searches and recall programmes to meet public health targets

9. Communication/Influencing

Experience of managing communication with the public and work
colleagues and ability to communicate appropriately at all times ,both
verbally and in written communications

10. Decision Making

Ability to meet daily deadlines and prioritise conflicting workload
demands to meet patient needs

Job Types: Part-time, Fixed term contract
Contract length: 12 months

Pay: 12.44 per hour

Expected hours: 17.5 per week

Benefits:

Company pension Cycle to work scheme
Ability to commute/relocate:

London, SE1 4QX: reliably commute or plan to relocate before starting work (required)
Work Location: In person

Application deadline: 01/08/2025