Patient Advisor

NHS Jobs; Bletchley; On-site; GBP 21,000 - 23,000; Full time

Job summary

NHS Jobs is seeking a capable receptionist to welcome patients, handle enquiries and support clinic operations at the reception desk. You will assist patients with appointments, pass messages and manage basic administrative tasks with care.

The role involves telephone triage support, data entry into the clinical system, and keeping the reception area clean and efficient throughout the day.

Responsibilities

• Receive and direct patients on arrival at the reception desk in a friendly and courteous manner.
• 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 escal patient concerns or complaints while maintaining empathy and professionalism.

Job description

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 escal 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 patients 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.