Patient Advisor (Cowes Medical Centre)

One Wight Health Ltd; Cowes; On-site; GBP 60,000 - 80,000; Part time

Job summary

A healthcare provider is seeking a Patient Adviser to guide patients in accessing services at Cowes Medical Centre. You will manage appointments, address patient queries, and ensure confidentiality. The ideal candidate has over 2 years of customer service experience and excellent IT skills. Responsibilities include direct patient interaction and administrative support to clinicians. This is a part-time position with competitive pay ranging from £7.55 to £12.21 per hour. A strong work ethic and ability to handle pressure are essential.

Benefits

Excellent holiday benefits

Pension scheme

Qualifications

• 2+ years of experience in a customer service role.
• Good IT skills and ability to learn new applications.
• Previous experience within Primary Care is preferred.

Responsibilities

• Guide patients to access services effectively.
• Manage difficult conversations with patience and professionalism.
• Ensure confidentiality and privacy for patient information.

Skills

Customer service experience

IT skills (Microsoft Office)

Ability to manage time and workload

Ability to work under pressure

Proactive patient care approach

Education

Minimum of English & Maths GCSE C or equivalent

Evidence of medical terminology training

Pharmacy Services or equivalent NVQ2 or 3 qualification

Tools

SystmOne

Job description

Please note: This vacancy is being advertised by One WightHealth Ltd – GP Federation, on behalf of Cowes Medical Centre.

Cowes Medical Centre will be the employer for this post.

Hours: 27.5 hours per week on a 2‑week alternating shift pattern (AM Shift: 7:45 am – 1:15 pm; PM Shift: 1:00 pm – 6:30 pm).

Salary: National Living Wage plus excellent holiday and pension benefits. (£7.55 to £12.21 per hour, National Minimum Wage (age dependent)).

Main duties of the job

The main responsibility of the Patient Adviser Team is to help guide patients to access services here at this Practice, in a way that supports the best use of available resources. This can involve supporting patients through our total triage questionnaire, making, moving and cancelling appointments, home visits and telephone consultations, as well as supporting patients with queries on tests, prescriptions etc. The Patient Adviser will also play an important role in informing patients about the range of self‑care support that is available in the community/on‑line and how they can access them directly.

About us

At Cowes Medical Centre, we are a multi‑disciplinary team of 50+ with a breadth of skills and specialisms including GPs, ANPs, MSK, MHP, paramedics, dietician, pharmacy technician, and social prescriber. We are passionate about patient care, professional development, and we support one another.

Job responsibilities

• Greet patients/temporary residents, establish what they need, and direct them in accessing the appropriate service or healthcare professional in a courteous, efficient and effective way – demonstrate a broad understanding of how General Practice connects to Secondary Care, social and voluntary sector services.
• Project a positive and helpful image to patients and other visitors, either in person or via the telephone.
• Be mindful of patient information confidentiality and privacy.
• Provide the initial information on services to patients and refer on for more in‑depth advice as appropriate.
• Use tasks and the Instant Message system to forward work or alert colleagues to urgent items.
• Be mindful of any health and safety hazards that might impact patients and visitors in the foyer or waiting room area and take action or report this as appropriate.
• Identify when there is a need for urgent action, or for a step‑up in care and alert the relevant professional(s).
• Use your training and judgement to ensure that patients who need urgent support, or you suspect may be vulnerable, are supported quickly by a clinician.
• Confirm contact details, home address and some basic QOF information with patients.
• Provide an effective handover to colleagues.
• Work as a team to ensure team tasks and are completed in a timely way.
• Provide general day‑to‑day support to our clinicians and Practice management.
• Actively participate in Practice Training which may mean you need to attend a training session outside of your normal working hours.

Other requirements

• Ability to on occasion manage difficult or confrontational conversations.
• Ability to deal with matters in a confidential manner.
• Willingness to work additional hours to cover the holiday, sick leave of other staff.

Experience

• 2 years+ experience in a customer service role.
• Good IT skills, able to use Microsoft Office & learn how to use new applications.
• Previous experience within Primary Care.
• Previous knowledge of SystmOne.

Qualifications

• Minimum of English & Maths GCSE C or equivalent.
• Evidence of medical terminology training.
• Pharmacy Services or equivalent NVQ2 or 3 qualification.

Skills and Abilities

• Ability to work without direct supervision.
• Ability to manage time and workload.
• Manage multiple tasks and conflicting demands with good attention to detail.
• Ability to work under pressure & maintain a professional / effective approach.
• Ability to work as part of an integrated multi‑skilled team.
• Flexible approach to duties and working arrangements.
• Able to pick up what is happening around you and show a proactive approach to delivering excellent patient care.

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.

£7.55 to £12.21 an hour National Minimum Wage (age dependent)