Patient Advisor

Integrated Care System; Leicester; On-site; GBP 20,000 - 25,000; Full time

Job summary

A healthcare organization in Leicester is looking for a Patient Advisor to provide friendly and professional support to patients. Key duties include managing appointments, welcoming patients, and providing information about services. Required qualifications include GCSEs in English and Maths, and NVQ level 2 in Health and Social Care. This role is vital for ensuring smooth operations in a busy practice that values patient care.

Qualifications

• Understanding and adherence to strict confidentiality.
• Experience in a customer-focused environment.
• Experience in primary care or a GP practice.

Responsibilities

• Welcome patients in person and over the phone.
• Book and manage appointments using clinical systems.
• Handle patient queries and provide accurate information.

Skills

Customer Focus

Good IT skills

Numeracy

Resourcefulness

Education

GCSE grade A to C in English and Maths

Qualified to NVQ level 2 in Health and Social Care

Job description

Are you friendly, organised, and passionate about helping others? As a patient advisor , youll play a vital role at the front line of our practice welcoming patients, managing appointments, and ensuring the smooth running of our day-to-day operations. Youll be the first point of contact, providing reassurance, support, and clear information to everyone who walks through our doors or calls for help.

This isnt just a desk job its a chance to make a genuine difference in peoples lives every single day. Youll work closely with our dedicated team of doctors, nurses, and admin staff in a warm, professional environment where your contribution is valued and your development is supported.

If you're someone who thrives on variety, enjoys meaningful work, and takes pride in excellent customer service, then wed love to hear from you. Join us, and become a key part of a practice that truly cares .

Main duties of the job

As a Patient Advisor, you'll be a crucial part of the practice team, responsible for delivering high-quality, patient-focused support. Your main duties include:

Welcoming patients in person and over the phone, providing a helpful and professional first point of contact.

Booking and managing appointments using clinical systems, ensuring patients are seen by the right clinician at the right time.

Handling patient queries and providing accurate information about services, prescriptions, referrals, and results.

Maintaining patient records accurately and confidentially, both electronically and in hard copy.

Liaising with clinical and administrative staff to support the smooth running of the practice.

Supporting patients with accessibility needs and signposting to other services where appropriate.

About us

Spinney Hill Medical Centre is a dynamic, NHS training practice at the heart of Leicesters diverse community. Our experienced team includes GP partners, nurses, HCAs, pharmacists, mental health practitioners, and a dedicated admin and reception team all working together in a supportive, multilingual environment (English, Gujarati, Hindi, Urdu).

Were proud of our friendly and inclusive culture, strong work ethic, and commitment to high-quality patient care. Rated Good by the CQC, we foster collaboration, continuous learning, and respect across all roles. Youll benefit from clear career development, a team that values your input, and the opportunity to make a real impact in a community-focused setting.

Job responsibilities

Spinney HillMedical Centre

Receptionist /Patient Advisor Job Description

REPORTS TO: PracticeManager

RESPONSIBLE TO: GPPartnership

ACCOUNTABLE TO: GPPartnership

Thisjob description is a general outline of the duties involved and is notexhaustive Spinney Hill Medical Centre is a very busy 8 partner GP trainingpractice. We are currently developing and changing, and it is hoped all staffshould feel valued members of the team. The receptionist is the first point ofcontact in the practice for every member of the public therefore your positionis very important to other staff and patients The Medical Receptionist mustfollow the professional codes of practice. This means that they must make everyeffort to protect confidentiality. It also means that no identifiableinformation about a patient is passed to anyone or any agency without theexpress permission of that patient. A breach ofconfidentiality will result in dismissal.

TheMedical Receptionist must also proactively communicate information betweenrelevant patients, doctors and professionals.

The Receptionist will supportthe equality, diversity, and rights of patients, carers, and colleagues, toinclude

Acting in a way thatrecognises the importance of peoples rights, interpreting them in a way thatis consistent with Practice procedures and policies, and current legislation respectingthe privacy, dignity, needs and beliefs of patients, carers and colleaguesBehaving in a manner, which is welcoming to and of the individual, isnon-judgmental and respects their circumstances, feelings priorities, andrights.

The Practice Medical Receptionist will be responsible for thefollowing.

GENERAL

To work within the guidelines and policies of thePractice

To ensure that statutory requirements are met at alltimes and to implement practice policy as directed by the management team.

To ensure that safe systems of work are practiced andthat the agreed health and safety policies are carried out.

To be aware of the responsibility of every employee tohave regard for safety for him or herself and others at work within the healthand safety at work act

To be conversant to with the practice fire regulations

Training requirements will be monitored by yearlyappraisal

Personal development will be encouraged and supportedby the Practice. It is the individuals responsibility to remain up to datewith recent developments within the practice and the NHS.

Participate in the education and training of doctorswhilst they are in training at Spinney Hill Medical Centre .

It will be necessary to attend various Practicemeetings as requested.

QUALITY PRACTICE

The post-holder will strive to maintainquality within the Practice, and will:

Alert other team members to issues of quality and risk

Assess own performance and take accountability for ownactions, either directly or under supervision

Contribute to the effectiveness of the team byreflecting on own and team activities and making suggestions on ways to improveand enhance the teams performance.

Work effectively with individuals in other agencies tomeet patients needs

Effectivelymanage own time, workload and resources

START AND END OF THEDAY PROCEDURES

Open up premises at the start of the day: set alarm byusing your key fob or code and make all the necessary preparations to receivepatients.

Secure premises at end of the day: ensure building istotally secured, internal lights turned off, computer system secure and alarmactivated if you are the last to leave. If you are not the last to leave ensurethe reception and main waiting room is tidy with the computers logged off andblinds are closed.

RECEPTION

Ensure you are properly logged on to the computersystem under the correct user names and passwords.

Answering incoming telephone calls, ensuring calls aredocumented in the Vision computer system and redirected accordingly.

Ensure fax machine is operating correctly and prior toclose of practice in evenings/ weekends have adequate paper supply.

To receive patients and other members of the public inperson and by telephone politely.

Ensure patients are correctly checked in for theirappointment and educate patients in the use of the self check in system .

Ensure all entries to the appointment section of theVision system are accurate.

Ensure all requests for home visits are logged in thehouse call book and accompanied with a house call summary.

Ensure all messages are recorded on the Vision Systemcomputer system.

Confirm and or amend patient appointments for practicebased appointments or clinics.

Ensure all mail is opened, and distributed to theadministration team to be checked

Ensure an adequate supply of stationary and otherroutine documents are available in the reception and consultation rooms.

Ensure medical records received from Practitionerservices are amalgamated correctly.

Ensure the reception area is clean, tidy andpresentable at all times.

Handling of cash and recording of private fees in thecash book.

COMPUTER DATA ENTRY

The processing of electronic blood results daily.

The logging and recording of medical information inpatient computer records.

Process all patient records imports and exports usingRegistration Links.

REPEAT PRESCRIBING SYSTEM

Receive patientsrequests for prescriptions whether in writing, fax or e-mail; in person; overthe telephone or from the telephone message service or website service

Dealing withlocal pharmacies regarding ordering and collection of prescriptions and managedrepeats.

Action requestsfor repeat prescriptions and ensure actions out with your responsibility ispassed to a Practice Administrator for action.

Deal withrequests from patients to collect prescriptions.

Ensure out ofdate repeats are brought to the attention of the management team andappropriate subsequent action taken

Report anyproblems to the administration or management team .

PREMISES

Ensure the waiting room for patients is kept clean andtidy.

Ensure all consultation rooms are regularly prepared withprescription paper and A4 copy paper.

Ensure all toilet areas are checked on a regular basis

Ensure the Staff Kitchen is kept clean and tidy.

FLEXIBLE WORKING

Working flexible hours will be necessary to ensure thesmooth running of the practice in the event of a team member being absent or onannual leave.

Ensure potential new patients meet appropriatepractice criteria and are registered with the practice.

Ensure the GMS form is correctly filled out correctlyand identification checked

POLICIES

Adhere to the practice health and safety policy.

Adhere to the practice equal opportunities policy.

Adhere to the practice bullying and harassment policy.

Adhere to the practice disciplinary and capabilitypolicy.

Adhere to the practice IT policy.

Adhere to the practice confidentiality policy.

Adhere to the practice employee staff handbook and allpolicies stored within it.

COMPLAINTS

Deal professionally with all complaints received atreception.

Ensure the practice manager is aware of allcomplaints.

Ensure all complaints are dealt with promptly andcourteously.

TELEPHONE SYSTEM

Answer the telephone with a polite concise manner atall times.

Identify yourself by name on every incoming call.

Answer the telephone within three rings.

STAFF TRAINING

The receptionistis required to participate inpractice learning events

The receptionist is required to participate in ongoingIT development.

The receptionist is required to undergo CPR and fireawareness training and refresher courses as and when required.

The receptionist must also engage with our doctors intraining.

STAFF DEVELOPMENT REVIEWS

The medical receptionist must undergo a yearly staff appraisal thiswill be carried out by the practice manager.

Any other delegated duties by the partners or themanagement team considered appropriate to the post

Person Specification

Knowledge and skills

• An understanding, acceptance and adherence to the need for strict confidentiality
• Good key board and IT skills
• Good numeracy and literacy skills
• Customer Focus, An ability to use own judgement, resourcefulness common sense and local knowledge, to respond to enquiries and requests while adhering to practice limitations.

Qualifications

• GCSE grade A to C in English and Maths
• Qualified to NVQ level 2 in Health and Social Care

Experience

• Experience of working of working in a customer focused environment
• Experience of working in primary care
• Experience of working in a GP practice

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.