Patient Advisor - Cowes Medical Centre

isleofwightjobs.com; Cowes; On-site; GBP 22,000 - 26,000; Full time

Job summary

A medical practice in Cowes is seeking a Patient Advisor to join their dedicated team. You will be integral in guiding patients to the right services, managing appointments, and providing expertise on self-care options. This role is ideal for someone with customer service experience and a strong ability to communicate effectively.

Benefits

Excellent holiday and pension benefits

Qualifications

• 2 years+ experience in a customer service role.
• Ability to work without direct supervision.
• Experience within Primary Care preferred.

Responsibilities

• Greet patients and direct them to the appropriate service.
• Manage appointments and queries effectively.
• Support patients with information on self-care available.

Skills

Excellent communication skills

Problem solving skills

Ability to manage multiple tasks

Education

Minimum of English & Maths GCSE C or equivalent

Tools

Microsoft Office

Job description

Patient Advisor (Cowes Medical Centre)

The closing date is 30 June 2025

Job summary

Please note: This vacancy is being advertised by One Wight Health 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: 7.45am - 1.15PM)(PM Shift: 1.00PM - 6.30PM) .

Salary: National Living Wage plus excellent holiday and pension benefits.

Opportunity to join a caring team who support one another. Each shift is structured to be a mix of the role, so that it is not all on the front desk or answering the phone. Our PA team have just scored 92% for helpfulness in the annual patient survey. The highest on the Island.

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 involves asking for minimal, but sufficient, details to enable enquiries to be directed or triaged appropriately, 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.

To thrive in this role, you will enjoy lots of Patient contact, working to protocols to ensure best care. You will need to develop a broad understanding of General Practice, medical terminology and related services and processes (with on-the-job training).

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 partial to homemade cake. We are supportive of one another and often lunch together. We have a purpose built building, with great facilities including a dedicated minor ops room, treatment room, phlebotomy suite, training facilities, and parking.

Job description

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 judgment to ensure that Patients who need urgent support, or you suspect may be vulnerable, are supported quickly by a clinician.

Confirm telephone numbers, home addresses 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.

Person Specification

Experience

Essential

• 2 years+ experience in a customer service role.
• Good IT skills, able to use Microsoft office & learn how to use new applications.

Desirable

• Previous experience within Primary Care.
• Previous knowledge of SystmOne.

Qualifications

Essential

• Minimum of English & Maths GCSE C or equivalent.

Desirable

• Evidence of Medical Terminology training.
• Pharmacy Services or equivalent NVQ2 or 3 qualification.

Skills and Abilities

Essential

• Excellent communication skills.
• Problem solving skills.
• 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.

Desirable

• Flexible approach to duties and working arrangements.
• Able to pick up what is happening around you and be able to 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.

Employer details

Employer name

One Wight Health Ltd

Address

Cowes Medical Centre

200 Newport Road

Cowes

Isle Of Wight

PO31 7ER