Patient Advisor (Cowes Medical Centre)

NHS; East Cowes; On-site; GBP 60,000 - 80,000; Part time

Job summary

A healthcare provider in East Cowes seeks a Patient Adviser to guide patients in accessing services. Responsibilities include greeting patients, managing appointment queries, and supporting patient care. Ideal candidates possess excellent communication and problem-solving skills, along with over 2 years in customer service. This part-time role offers flexible hours in a supportive team environment, aiming to enhance patient care through dedicated service.

Benefits

Excellent holiday benefits

Pension scheme

Qualifications

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

Responsibilities

• Greet Patients and direct them to the appropriate service or healthcare professional.
• Provide initial information on services to Patients and refer for in-depth advice as appropriate.
• Ensure patient confidentiality and privacy.

Skills

Excellent communication skills

Problem solving skills

Ability to manage time and workload

Education

Minimum of English & Maths GCSE C or equivalent

Tools

Microsoft Office

Job description

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 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. 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.

Details

Date posted: 11 December 2025

Pay scheme: Other Salary: £7.55 to £12.21 an hour National Minimum Wage (age dependent)

Contract: Permanent

Working pattern: Part‑time

Reference number: E0049-PA-CMC-1225

Job locations: Cowes Medical Centre, 200 Newport Road, Cowes, Isle Of Wight, PO31 7ER

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 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.

Person Specification

Essential

• 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.

Desirable experience:

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

Qualifications

• Minimum of English & Maths GCSE C or equivalent.

Desirable qualifications:

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

Skills and Abilities

• 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 skills:

• 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

Employer's website: https://onewighthealth.co.uk/