Job Description

Cleevelands Medical Centre is a high-performing general practice and has an exciting opportunity for a Patient Advisor to join our thriving practice and be part of our friendly and motivated team.



We currently have a position available offering 29 hours per week.



This post is a permanent position and will suit people who are looking to work in Primary Care as part of the wider NHS.



Patient Advisors have an important and varied role which can be seen in the job description but includes:



Issuing repeat and acute prescriptions



Managing prescription enquiries



Guiding patients to the most appropriate service, which may not always be a doctor



Helping patients navigate the wider NHS services



Responding to requests from doctors to provide information to patients



General enquiries



Being a first point of contact for patients, and just being able to listen can be a huge help for many.



Managing documentation in and out of the practice



Adhering to all principles of patient confidentially and the Caldicott Guidelines



The Administration Team works very closely with the clinical team, providing the best possible service in the Bishops Cleeve and North Cheltenham Area. The practice has approximately11,400 patients.

We are looking for people who have the following skills:

Confident communication skills both in person and on the phone



Enthusiasm, motivated and with a robust sense of humour



Ability to work as part of team and help develop ideas and improvements in how we work



Confidence in using a computer



It will be highly desirable to have some knowledge of the following IT packages:



Outlook



Word



Excel



Web based programmes



We use SystmOne one of the key Primary Care / GP Practice patient systems, but full training can be provided.



If you would like to know more or want to arrange an informal visit please call and speak to Katie Howard on the number to the right of this advert anytime Tuesday to Friday after 10.00am to find out more about the opportunity.



To apply directly, please send a covering letter explaining why you would like the role, along with a copy of your CV by clicking on Apply Now. Closing date for applications is Tuesday 19th August 2025. However, we may bring this forward depending on the level of interest.



The rate of pay is 12.21 per hour



Working pattern would be on a rolling rota but can be discussed at interview



25 days a year annual leave plus Bank Holidays, subject to pro-rated for part time positions



Free onsite car parking



Team social events



NHS discounts scheme



Paid breaks



Uniform provided



Cleevelands Medical Centre is committed to being a green practice; we engage with the Green Impact for Health toolkit to improve our sustainability.



We are an equal opportunities employer who ensures that staff understand how to positively promote diversity and equality in their execution of work activities and by their own attitudes and behaviour. We aim to design and implement policies and procedures that meet the diverse needs of our service and workforce, ensuring that none are placed at a disadvantage over others, in accordance with the Equality Act 2010.



We look forward to receiving any applications.

Job title:

Patient Advisor

Responsible to:

Charlotte Coney (Lead Patient Advisor)

Accountable to:

GP Partners and Practice Manager



Job Summary



Undertake a wide range of administrative and reception duties and provide general support to the multidisciplinary team. A significant proportion of your time will be spent greeting and directing patients assisting patients at reception. Other duties can include but are not limited to, dealing with phone enquiries, making appointments, handling prescription requests and assisting patients as required.



Main duties and responsibilities



Providing an efficient and friendly reception service for all patients and visitors to our surgery



Providing, accurate, efficient and effective administrative support to doctors and other members of the clinical team at our surgery



Making appointments and dealing with telephone enquiries



Specific duties



Reception



Dealing with all general enquiries and making appointments for patients



Taking messages and passing the information on to the intended recipient



Monitoring patient appointments and keeping patients informed of any delays



Advising patients about different practice procedures (e.g. registering as a new patient and ordering prescriptions)



Keeping reception area clean and tidy



Receiving clinical samples from patients



Receiving payments for private fees, issuing receipts



Opening and closing the Practice and setting the alarms when require



Repeat Prescriptions



Preparing repeat prescriptions for GPs to sign and issue through Electronic Prescribing System



Dealing with prescription enquiries from patients and pharmacists



Filing prescriptions ready for collection



Administration



Providing general administrative support to the clinical team



Undertaking a wide range of administrative duties including processing mail, e-mails, word processing and photocopying



Processing patient requests received through Anima online triage



Scanning and linking consultant letters and test results to patient records



Booking appointments for patient recalls and updating the patient records appropriately



Ensuring correspondence, reports and results are filed appropriately



Arranging emergency and urgent patient transport when requested by a GP



Other requirements of the post



Feedback any relevant patient related information to Nurses or Doctors



Work as an effective team member with all administrative and clinical colleagues at the Practice



Follow all practice policies, procedures and protocols including those in the staff handbook



Contribute to the development and improvement of patient services



Attend meetings with other clinical and administrative colleagues



Maintain a good relationship with patients, relatives, carers, other health and social care colleagues and voluntary organisations



Respect privacy, dignity, needs and beliefs of patients and carers



Act in a way which is welcoming to the individual, which is non-judgemental and respectful of their circumstances, feelings and rights



Provide cover for colleagues who are absent from work due to sickness or holidays



Education and development



Participate in any training and development activities arranged by the Practice



Complete mandatory e-learning training



Participate in an annual performance review



Maintain an awareness of all practice policies and procedures.



Confidentiality



Maintain confidentiality relating to patients, staff, visitors and general practice business



Uphold the Caldicott Report Principles with respect to the confidentiality of patient identifiable information



Comply fully with the Data Protection Act 1988 and General Data Protection Regulations 2018



Health and Safety



Be aware of an employees responsibilities under the Health and Safety at Work Act (1974)



Take care of your own health and safety, and not interfere with or misuse, anything provided for your health and safety or welfare



Cooperate with employers to ensure compliance with health and safety requirements



Report all non-clinical and clinical accidents or incidents promptly and when requested, co-operate with any investigations undertaken



Security



Remain vigilant at all at all times and report any suspicious activity to your line manager



Keep surgery keys and fobs safe



Not sharing door access codes or alarm codes



Ensuring that all external doors and windows are closed and setting the intruder alarm if you are the last person to leave the building



Equality, Diversity and Inclusion (EDI)



Demonstrate a positive attitude towards EDI and not discriminate against patients, their families or colleagues on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.