Job Description

PATIENT ADVISOR JOB ADVERT AND DESCRIPTION

Hours -

37.5

Shift Patterns -

Working between 7am and 6:30pm. Monday to Friday, with some Saturdays for extended hours.

Locations -

Water Eaton Health Centre, Whaddon Medical Centre

Salary -

Based on experience

Practice Overview

Whaddon Healthcare is an innovative, well established CQC rated Outstanding GP Practice which also provides a range of specialist Community Services including Cardiology, Respiratory, Gynecology and BLMK Long Covid Service.

We work over 2 purpose-built sites in Bletchley with a list size of 21,500 and growing.

You will be working with a large and friendly team.

Job Summary

The Patient Advisor acts as the first point of contact for patients, providing a courteous, efficient, and empathetic service at all times. The role supports the wider practice team to ensure that patients receive high-quality, safe, and accessible care.

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.

Patient Advisor Reception Duties

The duties of the role are detailed below:

1. Receiving and Directing Patients

Receive and direct patients on arrival at the reception desk in a friendly and courteous manner, ensuring their requirements are met professionally and efficiently. Provide help 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. Answer telephone calls promptly in a polite and professional directing callers as appropriate. Provide clear information about practice procedures, appointment systems, and accessing services. Advise patients on approximate waiting times and of any unexpected delays. Book patient transport when the patient is unable to do so. Book interpreters for patients when needed. To take in fees from patients where applicable and issue receipts. To give patients any forms / referral letters that are waiting for collection checking ID. Receive and appropriately escalate patient concerns or complaints while maintaining empathy and professionalism.

2. Operation of Telephone and Triage System (SystmConnect)

Answer incoming calls and make outgoing calls as required. Assist patients via the patient triage system. Ensure phones are answered promptly monitoring the incoming calls. Ensure that system is operational at the beginning of each day.

3. Administrative Duties

Register new patients, ensuring accurate data entry onto the clinical system. Update patient contact details and ensure records remain accurate. To post outgoing letters at the end of each shift. To undertake photocopying as needed, including photocopying patients' notes when required. Call patients for recall and data collection purposes and correctly record data in patient's medical record. Ensuring that there is always a supply of the practice leaflet available at reception. Make up registration packs (GMS1 & New Patient Health Check Form). Complete tasks via SystmOne or relevant clinical/document systems. Complete tasks assigned via reception clipboard. Email referrals and support the referral process as requested by clinical team.

4. Patient Records

To assist with tagging of new patients' medical records prior to summarisation. Request missing medical records from patient services when required. To assist with the scanning of patient related documents during busy periods.

5. Start and End of Day Procedures

Prepare the reception area for opening, ensuring systems and spaces are ready for patient arrival. Keep reception and waiting areas clean, tidy, and presentable throughout the day. Update staff room allocation boards for the following day. Secure practice premises at closing, ensuring all doors, windows, and lights are safely managed.

6. General Tasks

Always maintain strict confidentiality. Chaperone support when requested. Support colleagues and contribute to positive teamwork. To attend team meetings when scheduled. To participate in appraisals and PDP (Personal Development Plan) and team training opportunities. Help cover colleagues' duties during absence, increased workload, or operational needs.

Health & Safety

The post-holder will assist in promoting and maintaining their own and others' health, safety and security as defined in the practice Health & Safety Policy, to include: Using personal security systems within the workplace according to practice guidelines Identifying the risks involved in work activities and undertaking such activities in a way that manages those risks Making effective use of training to update knowledge and skills Using appropriate infection control procedures, maintaining work areas in a tidy and safe way and free from hazards Reporting potential risks identified.

Equality and Diversity

The post-holder will support the equality, diversity and rights of patients, carers, and colleagues, to include:

Acting in a way that recognises the importance of people's rights, interpreting them in a way that is consistent with practice procedures and policies, and current legislation Respecting the privacy, dignity, needs and beliefs of patients, carers, and colleagues Behaving in a manner which is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings, priorities, and rights.

Personal/Professional Development

The post-holder will participate in any training programme implemented by the practice as part of this employment, such training to include:

Participation in an annual individual performance review, including taking responsibility for maintaining a record of own personal and/or professional development Taking responsibility for own development, learning and performance and demonstrating skills and activities to others who are undertaking similar work. Online Mandatory Training

Quality

The post-holder will strive to maintain quality within the practice, and will: Alert other team members to issues of quality and risk Assess own performance and take accountability for own actions, either directly or under supervision Contribute to the effectiveness of the team by reflecting on own and team activities and making suggestions on ways to improve and enhance the team's performance Work effectively with individuals in other agencies to meet patients' needs Effectively manage own time, workload, and resources.

Communication

The post-holder should recognise the importance of effective communication within the team and will strive to:

Communicate effectively with other team members Communicate effectively with patients and carers Recognise people's needs for alternative methods of communication and respond accordingly.
Please note, changes in government policy may result in a change in working hours or assigned duties.

Job Types: Full-time, Permanent

Benefits:

Company pension Free parking On-site parking Sick pay
Education:

GCSE or equivalent (required)
Experience:

Public Customer Service: 1 year (required) Reception/Call Centre: 1 year (required) database: 1 year (required) Microsoft Package: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person